Tag Archives: research

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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No I don’t want to be put on hold, or to India, or even put down!

By Colin Shaw | Published: March 2, 2010
The UK institute of Customer Service has just released its bi-annual review of how Customer Service in Britain in faring. For this part of this report, they asked respondents their views on Call Centres. You can read the full blog post here, where they have attempted to qualify the top 3 annoyances (presented [...]
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Is there a Customer Experience gene?

By Colin Shaw | Published: January 5, 2010
One of the key aspects of building a great Customer Experience is understanding your Customers at the point of interaction. Some people just seem to be able to do this naturally some don’t. If there was such a thing as a Customer Experience gene it would probably have some qualities of being empathetic. What makes people [...]
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