Colin Shaw

Augmenting your Customer Experience through music

How can you augment your mood? How often do you manually dial up or down different emotions? When was the last time you looked at...

Can you use Twitter for Business?

In the age of Social Media, there is some confusion over which platforms, tools and services can be utilised for business, and what is...

Building the Home Depot social media program

Here is a great insight into how a large consumer facing organization has planned, built and implemeted a Social Media program. This is a essential...

The consumer journey of a restaurant menu

You may like to think that you chose the juicy, succulent surf ‘n’ turf because that’s what you felt like having…but can you honestly...

Marketing on Twitter – Four styles compared

Ever wondered what all these gurus, brands and organisations are doing on Twitter? Everyone has an end goal for using Twitter as a marketing...

I bet you can’t prove ROI on Customer Experience Investments

Jon Picoult can. The Founder of Watermark Consulting compared the stock performance of companies with Forrestors Customer Experience Index to demonstrate how Customer Experience investors...

Providing an easy-to-read Customer Experience

Bruce Temkin comments on a report over at Customer Experience Matters about the concept of Cognitive Fluency, an encapsulated by the idea that :...

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...

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