Colin Smith
Colin Smith
Colin Smith is a Manager at the Customer Experience Company in Sydney, Australia. He has 15 years experience working throughout Australia, Asia and Europe. Most recently Colin worked as a Principal Strategy Consultant for Huawei, China's biggest telecoms company based in their South China Head Office.
Why motherhood (statements) have no place in business
Motherhood Statement: A vague, "feel good" platitude, especially one made by a politician, that few people would disagree with. For example: "Our country...
The Gen Y Conundrum: Why Isn’t Flight Centre Dead Yet?
Unsurprisingly, I spend quite a lot of my life talking about what great customer service looks like. But when my friend Ian Lowe gave...
Customer Strategy – 50’s Style
‘What you call 'love' was invented by guys like me. To sell Nylons’. Mad Men makes hilarious viewing, not least because of the amusing juxtaposition...
Technology Transformation Loves Service Design
According to a recent report, 66% of all technology transformation projects fail. To put this another way, $6.2tn is ploughed into failed technology projects...
Capitalising on Customers’ Multi-Screen Behaviour
The traditional evening TV viewing experience has changed, with most people now using additional devices while watching a program. Last night, my colleagues...
Brave New World: Customer Experience the key to longevity in Telecommunications
Telco Competition is fierce in the telecoms industry, with core voice and SMS revenues under threat from free services such as Skype, Viber and...