Category Archives: Customer Experience

The Cut & Paste Customer Experience

By Colin Shaw | Published: March 19, 2010
The internet is the holy grail of worldwide information. With the click of a button, the press of a few keys and you can find, read and copy endless reams of information. The cut & paste culture that has developed on the web has been integral to its growth. However, it is also seen by some [...]
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Do you ever really listen to customer experience feedback?

By Colin Shaw | Published: March 18, 2010
Feedback from your customers on how your product or service is faring is priceless. Too often organisations formalise the feedback process to the point where it becomes a structured machine. When was the last time you actually sat, listened and had a conversation with one of your customers? Rather than have them fill out a form, [...]
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Customer Expectations – is your customer experience playing up to their assumptions?

By Colin Shaw | Published: March 17, 2010
Expectations. Every interaction your organisation has with customers is based on expectations. They expect a certain level of service, expect a certain level of interaction with staff. and expect a certain kind of experience. These assumptions are made before they even begin an interaction or conversation with you. They come to the table with a number of [...]
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