Author: Merje Shaw

Consumer Behaviour is Changing: Are you Keeping Up?

Over the last few years, we have seen a shift to more conscious consumerism that values experiences over things. This can be attributed back to several trends, such as the rise of mindfulness, the minimalist trend in homeware, as well...

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Frontline Staff: The Font of Customer Experience Knowledge

Over the years we have seen that the fastest, most efficient way of diagnosing Customer Experience issues is talking to your customer-facing teams. Here is a quick primer on what to ask them. Having started my career in customer support myself,...

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Achieving B2B and B2C Experience Parity

It is high time B2B companies finally embraced what B2C companies have known for years. In 2009, when I was running usability research for  Skype’s business proposition, I noticed that business customers were starting to ask questions like: “If the websites...

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