Shaun Smith
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.
What Does Your Customer Experience Smell Like?
IHG (Intercontinental Hotels Group) announced recently that they are deepening the design of their customer experience by creating signature smells for their hotels as...
Branded Experience Training
Some years ago, Gallup conducted a survey of 6,000 consumers and found that the fifth "P" of the marketing mix, people, is by far...
Measuring CEM
Traditional measures of customer satisfaction have little to do with customer experience, or financial performance, for that matter. According to research 80...
Getting in Shape for 2008
This is the time of year when health-club memberships soar. During the post-Christmas and New Year holidays unfit, over-weight business executives determine that...
Customer Experience Management Plus: Harley-Davidson
2004 saw the 100th anniversary of Harley-Davidson. The brand has much to celebrate. It has delivered 20 consecutive years of record earnings and revenues....
Uncommon Practice
Why are Virgin, The Banyan Tree, Harley-Davidson, Amazon.com, First Direct, Pret A Manger and Tesco all 'uncommon'? The answer is that their founders and...
Customer Experience Management Plus
What do Harley-Davidson, Amazon.com, Bank of Queensland and The Banyan Tree Hotels and Resorts have in common? They are all in very different sectors...
Top Ten Tips for Deploying CEM
In many ways, execution is the hardest part of creating a branded customer experience because in order to deploy successfully we have to mobilise...