Category Archives: Experts' Insights

Healthcare’s Emotional Focus in Unexpected Places

By Colin Shaw | Published: March 15, 2010
In the children’s program Sesame Street, there is a bit where they show four items and sing “which one of these things is not like the others?  Which one just doesn’t belong?”  Well, as far as healthcare providers (ie, primary care providers, health insurers, hospitals, and pharmaceuticals) are concerned, two of these are unlike the [...]
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The consumer journey of a restaurant menu

By Colin Shaw | Published: March 4, 2010
You may like to think that you chose the juicy, succulent surf ‘n’ turf because that’s what you felt like having…but can you honestly say it was your choice? Did it look the most attractive meal, or the most attractive selection on the menu? The Guardian has a great write up of the strategy behind [...]
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I bet you can’t prove ROI on Customer Experience Investments…

By Colin Shaw | Published: March 1, 2010
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, echoed Picoult’s post – research which examined the difference in loyalty [...]
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