Colin Shaw

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 tool, but there are so many different strategies. Which is the most effective, and which best suits your organisation? Jason Falls,...

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 outperform those who failed to invest. Meanwhile, Bruce Temkin commented that his previous research work, entitled Customer Experience Boosts Revenue,...

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 : “it turns out that people prefer things that are easy to think about to those that are hard”. Through numerous psychological...

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 Customers. When building a great Customer Experience, focus first on building a great employee experience. From our first book Building Great...

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 fourth year running. Complaints about electrical goods such as laptops – rising 42% –  and mobile phones were on the rise,...

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 “too fat”. I won’t go into exact details here, but you can read all about the incident over at Mashable. What...

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 Customer Experience is an interaction between an organisation and a Customer. It is a blend of an organisations physical…

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 a request, hear it can’t be done, then go to another and see how easy things can be? Or…

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 form of status updates, reviews or blogs – allowing customersinto your brand allows for greater engagement. There are a million and one...

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 a restrictive social media policy for its employees – one that aims to stop employess publishing personally-branded research blogs. In...

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, where customers choose when they want to receive and engage in communications with brands, has begun to overshadow the traditional...

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 a good selection for you to delve into, ranging from statistics on customer engagement, usability and accessibility, to how 5%...

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 new sign. Jim Connolly wrote a great post on how small changes can have big results. In the online…

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 fans decide that. This Saturday, in hopes to drum up publicity. fan positivity and ultimately crowds, the League Two club...

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 proprietary product for free. The financial success of free App’s within Apple’s App Store has possibly been the ultimate demonstration...

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 will expect. Keeping large organisations all on the same party line can be tricky, which is why a number of...

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 main standards body for the Web, has released a draft for an Emotional Markup Language spec to be used in...

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 the essence of Customer Experience Relationship Building.”. Dale recalls a personal story of a failed attempt to return a purchase, and...

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 to be able to do this naturally some don’t. If there was such a thing as a Customer Experience gene...

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 create a great Customer Experience focus on your people first. In so doing you will impact Customer Loyalty and improve...

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