Colin Shaw

Exposed: The Anatomy Lesson For Business!

It is critical to consider the “anatomy” of an interaction in a Customer Experience. The sheer number of things that occur in an interaction...

Cost-Cutting Airlines – Headed for Trouble!

I’ve been flying major airlines for a long time, and like everyone else, I’ve noticed the changes – and not in a good way....

Revealed: What Motivates And Keeps Your Millennial Workers Happy?

A couple of years ago, Millennials surpassed Generation X for workers in the U.S. and Canadian workforce. They are also the least engaged at their...

Is Trust Dead? If So, Revive It!

Trust in the four major global institutions, namely government, business, media and non-government organizations, has taken a massive knock in the last several months,...

Be Prepared – Will Your Robotic Experience Work For You?

One of the annoying things about business travel is that you tend to need things in your hotel room at the worst time. More...

Guess Who? They Know everything!

Find out what Google knows and your Customers won’t tell you: Economists hate surveys. They don’t trust them because people lie in surveys. Economists prefer...

Shocking Product Recalls! How To React

The latest news – Graco is recalling more than 25,000 car seats that might not adequately restrain children during a crash! The National Highway...

Exciting New Trend: Companies Do Listen To You!

The last time I went to an American baseball game, the food cost more than my ticket. And what food it was! A fish...

Don’t Be Fooled: Digital Will Never Replace Physical!

With online shopping, transactions and communication as prevalent – and as easy – as it is today, it can often be tempting to focus...

Be warned: Is your data failing you?

CX Data platforms are growing in popularity by those that seek to improve their Customer Experiences. These platforms can provide data management intended to...

Are Loyalty Cards Dead?

If you’re like me, you have loyalty cards for three different supermarkets, a half dozen airlines, several hotels, a dozen or so assorted retailers...

Who Wins – Brand Or Customer Experience?

Back in 2011, Boston College performed an interesting study involving everyone’s favorite energy drink, Red Bull, and the behavior it evoked in study participants....

Speaking ‘Truth to Power’

There are too many people in organizations that do not tell their bosses and senior management the reality of the situation. It’s like the story...

New Research Reveals Lack Of Customer Understanding

Most organizations realize Customer Experience is vital to their competitive differentiation. But they don’t do anything about it, at least not anything with real...

New Technology Dramatically Helps CX

Theme parks aren’t really my cup of tea, partly because I don’t see the point of buying a $100 ticket so I can spend...

How To Lie Effectively!

Lying is a rotten thing to do. However, the more you do it, the less rotten it seems. Or at least that’s what a...

The Surprising Secret to Sales Growth

Every company has ups and downs, but what if yours has had a few quarters of disappointing revenue? You might be thinking it’s time...

PR Nightmare! What United Should Have Done

When United Airlines brutally forced a senior citizen off a flight this week to accommodate United crew members, the social media world lit up...

“Sorry Seems To Be The Hardest Word” – How To Apologize

Of course, we all make mistakes. Some of us make mistakes multiple times a day. Businesses need to be mindful of mistakes they make...

Revealed: 7 Essential Elements For Your Omnichannel Strategy

Omnichannel means at its foundation, integration. Therefore, an omnichannel strategy could also be called an integration plan. Furthermore, there are seven essential elements to...

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