a Sift Media publication

Shaun Smith

Shaun Smith: Crafting customer experiences for a socially connected world

07/10/2011 - 00:20

The customer experience expert explains social CEM and why it has become important.

Five ways to create dramatically different customer experiences in a digital world

15/09/2011 - 00:12

Shaun Smith and Andy Milligan share CEM findings from their research.

Shaun Smith: Five steps to thriving in an experience economy

02/08/2010 - 01:09 - 3 comments

Customer experience expert Shaun Smith explains the five steps to turn your customers into fans - and compete in an experience economy.

Shaun Smith: Customer experience and the numbers game

21/06/2010 - 01:34 - 1 comment

If retention/referral behaviour is more important than customer satisfaction measures, how should firms reapproach CEM?

Shaun Smith: Does Ryanair offer a branded customer experience?

04/01/2010 - 12:15 - 3 comments

With Ryanair back in the headlines, Shaun Smith takes a look at the controversial airline and its customer experience strategy.

CRM in 2010: The experts' predictions

18/12/2009 - 05:47

Experts including Paul Greenberg and Shaun Smith speak to MyCustomer.com about their CRM predictions for the coming year.

CRM in 2009: The experts' view

04/12/2009 - 06:16 - 2 comments

MyCustomer.com speaks with leading experts from the field of CRM, including Paul Greenberg and Shaun Smith, to discuss their views on the events of 2009.

Social media or social mania - where is the engagement?

26/10/2009 - 17:56 - 5 comments

social_media_multi_coloured_question_customer_international

Shaun Smith cuts through the Web 2.0 hyperbole to assess its genuine value for customer engagement.

Power to the people: How to engage staff for a better customer experience

01/06/2009 - 10:17

If you want employees to live and breathe your brand to customers, you need to create a great experience for them, says Shaun Smith.

More steps to successful customer experience management

24/04/2009 - 13:38

In the second part of his 10-step guide to successfully implementing customer experience management, Shaun Smith looks at how to deliver the customer...

Create your free account

Access all articles in full
View multimedia

Receive email bulletins
Private messaging

Login

Forgotten your password?