Did you know Netflix’s Net Promoter Score® (NPS®) is higher than the cable companies? It is, and it is one of the reasons we see growth in Netflix and continued dissatisfaction with cable companies. I love Netflix. It is simple. You can start and stop it when you...
September 26-29 I will be in Budapest! Fortunately for you, instead of strolling along the Danube after drinking plenty of pálinka (a local Hungarian spirit), I’ll be speaking at the 2011 Customer Experience Management in Telecoms Conference. I look forward to...
The 19th annual South by Southwest (SXSW) Interactive Festival will be held in Austin, Texas March 9-13, 2012. Over nearly two decades, SXSW has become one of the most important conference speaking destinations for established thought leaders and newcomers alike....
Colin Shaw’s key takeaways from DMA Cleveland’s February luncheon!!!! Colin attended the DMA event in Cleveland to talk about Customer Experience relating to three major trends: experience psychology, neuroexperience and social media. Find out more about the DMA...
The fundamental assumption of all the loyalty models is that keeping existing customers is less expensive than acquiring new ones. Author: Colin Shaw One of my favourite bloggers and marketing guru, Seth Godin, has brilliantly summed up the impact of customer loyalty:...
We are pleased to announce the appointment of Alan Bergstrom as Vice President, North America. Alan brings over twenty years of strategic consulting expertise to the firm, having previously built and managed one of the top three brand strategy firms in the United...
