What Do Organizations Miss on Today?
Consumers don’t think about how they feel. They don’t say what they think and they don’t do what they say
—David Ogilvy
Colin Shaw, the CEO of Beyond Philosophy LLC and author of seven best-selling books on the topic of customer experience, always thought that we have been sitting on a gold mine. We had gathered a large database of millions of data points related to the various aspects of customer experience, 20 emotions, and proxies for future financial performance for organizations. It’s been so large that we just couldn’t get our heads around it on how to proceed about analyzing it. Just as it so often happens, when you have a problem in the back of your mind, one day you look at it from another ...
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