Tag Archives: research

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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The newly discovered subconscious experience and its vital role in Customer retention

By admin | Published: November 6, 2009
The subconscious experience is far beyond the traditional 4 P’s of marketing and has a dramatic effect on how customers perceive their experience. In this one hour webinar led by Colin Shaw, author of three best-selling books on Customer Experience, Steven Walden, Head of Research at Beyond Philosophy, Dr Peter Jones, Chartered Psychologist and Fellow of [...]
Posted in Customer Experience, Thought Leadership | Also tagged , , , , , , | 1 Comment