Articles by Shaun Smith
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Shaun Smith speaks and consults internationally on the subject of the customer and employee experience.His first book Uncommon Practice: People Who Deliver a Great Brand Experience investigates how leading brands differentiate, and his second book Managing the Customer Experience: Turning Customers into Advocates is considered to be a landmark text book on how to create branded customer experiences. His latest book See, Feel, Think, Do: The Power of Instinct in Business investigates the role of instinct and innovation in customer experience. Smith’s books are available on Amazon.com and www.shaunsmithco.com.
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Would you believe it if someone told you that in over 50 percent of cases, lack of trust was the primary reason a customer decides not to buy? According to customer experience expert Shaun Smith the elephant in the room in the failed sales department is absence of trust. Shaun Smith is an internationally acclaimed consultant and thought leader. His latest book, See, Feel, Think, Do–The...Full Article »
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It is true that customers buy less in an economic recession. But the fact is that they still buy—customers are just choosy about where they spend their money. So the question is, why don’t customers buy from you? Where is your customer loyalty? If you are in a commodity market, then your customers may well be seeking lower cost substitutes. But in most cases, particularly for service...Full Article »
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Aligning People With Strategy Creating a powerful customer experience requires the full and continual commitment of the people responsible for making it happen. People make the difference. If you concentrate on creating a great environment for your employees, they will focus on creating a great experience for your customers. Research found that contact with people usually has a greater impact on...Full Article »
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Events of Interest
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6th Call Center Week Summit
Venue to be confirmed, Orlando, FL
January 24- 27, 2011 -
Call Center Technology and Communication India
Radisson Suites Gurgaon, Gurgaon, India
November 29- 30, 2010 -
12th Annual Call Center Week
Planet Hollywood Resort & Casino, Las Vegas, NV
June 13- 17, 2011 -
Customer Experience Asia 2010
Novotel Kuala Lumpur City Centre, Kuala Lumpur, Malaysia
September 14- 15, 2010
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