Shaun Smith
Shaun Smith is the founder of Smith+Co the leading UK based Customer Experience consultancy. Shaun speaks and consults internationally on the subject of the brand purpose and customer experience. Shaun's latest book 'On Purpose- delivering a branded customer experience people love' was co-written with Andy Milligan.
Books can be like buses. The ones you want are conspicuous by their absence, and then two that you want come along at...
Photo copyright (c) istockphoto. Licence purchased. Janine Dyer writes: I like my postman. He’s always polite, cheerful, smart and delivers my DVD rentals without nicking…
I think it’s time to put down a marker and outline how we can avoid CEM (Customer Experience Management) technology investment repeating the same...
I was speaking at a Customer Experience conference recently and was asked by one of the delegates "So what comes after CEM?" We have...
(c) Photo copyright istockphoto . Licence purchased. The Sunday Times of the 9th August published a letter from British Airways in response to a complaint...
Brands have always been about trust and choice. Brand versus non-brand or rival brand propositions have always come down to "You (consumer) know me...
I was talking to Jamie Lywood, of Harding & Yorke recently. Jamie's company works on empathy – 'empathy architects' they call themselves. Customer...
What do Barack Obama, Stephen Fry and Sir Richard Branson have in common? They are all avid 'Tweeters'. Twitter.com is now the 3rd largest...
Luxury brands surveyed by the International Council of Shopping Centers reported an average 10.9 percent decline in September same store sales and the misery...
Over Christmas I managed to rupture my Achilles tendon playing tennis with my wife. As a result I am sitting here in a leg...
Here's a shock I presented a keynote speech at the Call Centre Association Conference in Edinburgh recently and the figure quoted above is an excerpt...
IBM's annual survey of CEOs* identifies five traits for what IBM calls 'the enterprise of the future'. One of them, intriguingly, is "innovative beyond...
Well, it looks like the promised recession is finally upon us: But this is the opportunity to put distance between you and your competitors...
I was on business in Cambodia when I received a text message from First Direct, asking me to call back at my convenience. I...
I was on business in Cambodia recently when I received a text message from First Direct, my bank in the UK, asking me to...
When was the last time you talked to your customers? No. I mean really talked to them, as opposed to researched them? Many executives...
A couple of weeks ago I chaired day two of the European Conference on Customer Management in London. There are always hundreds of memorable...
How different would your organization be if you perceived customers and employees as owners? Employees as owners may not at first glance appear...
Just being 'very good' is no longer enough to stand out in the customer's mind. In an age of over-supply, you have to be...
Robert Stephens, founder of The Geek Squad, the IT support company that changed the way consumer technology support is delivered, has a great quote...