Tag Archives: customer service

Providing an easy-to-read Customer Experience

By Colin Shaw | Published: February 26, 2010
Bruce Temkin comments on a report over at Customer Experience Matters about the concept of Cognitive Fluency, an encapsulated by the idea that : “it turns out that people prefer things that are easy to think about to those that are hard”. Through numerous psychological studies, it has been found that clear, legible type leads to [...]
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Customer Experience in 2009 – did any banks deliver?

By Colin Shaw | Published: February 5, 2010
Bruce Temkin continues with his brilliant analysis of Forrester’s 2010 Customer Experience Index (CxPi).     This time he has split the report by banks, examining 13 banks out of the 133 organizations covered. Unsurprisingly, banks had a bad year. In times of economic hardship, when customers are relying on banks the most – they were delivered [...]
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Change: It doesn’t need to cost the world

By Colin Shaw | Published: February 4, 2010
Sometimes an organisation needs to completely restructure. Sometimes a department needs to know how to streamline a customer service process. Sometimes, the shop just needs a new sign. Jim Connolly wrote a great post on how
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