Colin Shaw

Happy Staff = Happy Customers? Top 100 Companies to work for

CNN have the full list of the 2010 Top 100 Best Companies to work for. The message here is Happy people give you Happy...

Top 10 Consumer complaints revealed

< Customer advice service Consumer Direct has released details of the top complaints from 2009 with second hand cars topping the list for the...

Southwest Airlines vs. Kevin Smith – a case study in customer experience and social...

Director Kevin Smith had a rather unfortunate incident flying on Southwest Airlines, where he was kicked off the plane for (as he tweeted) being...

Defining the ‘Customer Experience’

Richard Tait has started blogging again at Winning Customer Experiences, and restarted his blog with the question ‘What exactly is “Customer Experience?” I replied with: “A...

The Customer Experience Planning Gap

Guest post by Zhecho Dobrev Management may plan one thing but different employees approach issues differently Has it happened to you!  You approach one employee with...

Creating a Customer Experience through publishing

Facebook, Amazon, eBay, Twitter, Wordpress. The biggest brands on the web all allow people to ‘publish’ in some form. Whether that is in the...

Forrestor takes the ‘social’ out of social media

Forrestor is recalling its troops. After a number of years in the social media space and highlighting how to be a ’social’ business, Forrestor has released...

Are Customer Loyalty cards history?

The rise of customer engagement through social media has brought into question the “old” concept of customer loyalty. The opt-in nature of social media,...

Customer Experience Statistics Compendium

Over at the eConsultancy blog, Graham Charlton has compiled a great compendium of topical Customer Experience statistics that you should find interesting. There is...

Change: It doesn’t need to cost the world

Sometimes an organisation needs to completely restructure. Sometimes a department needs to know how to streamline a customer service process. Sometimes, the shop just needs a...

Mansfield FC let fans put a price on their Customer Experience

Mansfield FC v Gateshead may not sound like the most exciting of football games to watch this weekend – but Mansfield are letting the...

The Price of Free: building your Customer Experience around your price

The internet extrapolated the concept of Freemium to the extreme. Two of the webs most successful organizations, Google and Facebook, both give away their...

What should my Social Media Policy look like? Have a look at 113 others

Keeping a consistent tone, message and strategy across all your social media properties is vital to presenting a coherent online experience that your customers...

Emotional Customer Experiences online

Roger Dooley at Neuromarketing reports that in an a effort to add an emotional layer to websites, the World Wide Web Consortium (W3C), the...

Everyone knows the difference between right and wrong. Don’t they?

Over at The Perfect Customer Experience, Dale Wolf argues that “No company can do well when it treats its customers wrongly. That is...

Are your people Passive Aggressive?. How are they affecting the Customer Experience?.

Earl Sassers great book The Service Profit chain showed us that ‘happy people (employees) give you happy Customers’. In other words in order to...

Is there a Customer Experience gene?

One of the key aspects of building a great Customer Experience is understanding your Customers at the point of interaction. Some people just seem...

Living social media

Social media is becoming critical in building a great Customer experience and generating Customer loyalty. Who owns social media in your company? Who has...

The newly discovered subconscious experience and its vital role in Customer retention

The subconscious experience is far beyond the traditional 4 P’s of marketing and has a dramatic effect on how customers perceive their experience. In this...

New research methodology to measure subconscious experience

Free white paper on ground breaking research and its application to improve the Customer Experience. We have been developing a new research methodology with academia...

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