Colin Shaw

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...

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...

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...

Living social media

Social media is becoming critical in building a great Customer experience and generating Customer loyalty. Who owns social media in your company? Who has the ability to own it? David Armano Logic and Emotion one of my favourite bloggers gives his view in an...

The newly discovered subconscious experience and its vital role in Customer retention

The subconscious experience is far beyond the traditional 4 P’s of marketing and has a dramatic effect on how customers perceive their experience. In this one hour webinar led by Colin Shaw, author of three best-selling books on Customer Experience, Steven Walden, Head of Research...

New research methodology to measure subconscious experience

Free white paper on ground breaking research and its application to improve the Customer Experience. We have been developing a new research methodology with academia to measure: 1. The subconscious experience 2. The key emotions felt 3. Which emotions drive and destroy value. We need…

What is a Social experience? – Contribution to definition for new book

We are writing our fourth book on Customer Experience due out in spring 2010, published by Palgrave McMillan. The current working title is Customer Experience: Emerging trends. One of the trends we are looking at is Social media or 'Social Experience' as we would...

Customer Retention: I could be dead for all they know…

It never ceases to amaze me how organizations pour money into attracting new Customers, but comparatively spend little on retaining them. Everyone knows it costs far less to retain an existing customer than acquire a new one, some say it is 5 times more...

A Guide for CEOs: Their Responsibilities in Improving the Customer Experience

Since founding Beyond Philosophy some seven years ago, I have had the pleasure of working with a number of CEO's across many diffident industry sectors, on both sides of the Atlantic. Over the years, sadly, I have that only about 20% of CEO's are really...

The Start of a Fundamental Shift in Customer Experience (Best Buy)

It is not often that we see a company take a decision that could change the way that an organisation works. Best Buy have just done this with the launch of Twelpforce. Essentially this new service uses Twitter to enable Customers to interact directly...

Why Companies Have No Sense!

How many senses do you have? The answer six! Sight, sound, touch, taste, smell and common! How many senses do you use when planning your Customer Experience? If you are like many of the companies you haven't really given it any thought. In my view…

One of the Secrets of a Great Customer Experience…

A few weeks ago we conducted our annual "Customer Experience Study Tour" in London England. This is where we take delegates to visit a number of leading Customer Experience companies for a behind-the-scenes look at how they approach the task of building a great...

Making an Impression in 120 Milliseconds

I recently read this article in Science Daily. In essence it talks about the fact that we sometimes don't realize why we are feeling some emotion. I wrote a blog recently on How emotions are evoked, which outline the process our body and brain...

The Power is Shifting Away From Corporations

The world order is changing. In the David and Goliath struggle between an individual consumer and the large faceless corporation, the consumer has always come off a poor second, as the corporation has access to all the resources which out gun any individual. Enter...

The Subconscious Experience

<imgx align="right" src=" http://www.customerthink.com/system/files/glowing-brain.jpg">One of our clients, a utility, had spent millions of dollars on implementing a new bill payment system over the web, as traditional customer satisfaction surveys had shown that customers said an online bill-payment system was important to them. But when we…

How Emotions are Evoked in a Customer Experience

How do we redesign our Customers Experience to ensure we are evoking positive emotions? This is a question we are being increasingly asked as people realize emotions form a large part of a Customers Experience. To understand and answer this, we need to look...

How Laying People Off Could Have a Silver Lining

Laying people off (making people redundant) is never an easy task. However, when you are faced with this task, how can you make this cloud have a silver lining and improve your Customer Experience? To answer this question let me draw a parallel with...

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