Gareth Rees

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Hack schooling and how consumers are taking control

Posted by Gareth Rees

Have you seen the TEDx talk Logan Laplante gave on Hack-Schooling?
Read More October 29, 2014

Topics: Customer Feedback, Blog, Hack-Schooling

Customer Feedback: Allowing customers to follow their desire paths

Posted by Gareth Rees

  Have you heard the story about the University who argued about where to place the footpaths on the campus? The arguments went on for a while until someone suggested not building them at all and...
Read More September 23, 2014

Topics: Customer Feedback Management

Shoppers with Mobiles – who are the winners?

Posted by Gareth Rees

  I’m a serious fan of online shopping, not only because I’m busy but also as it makes my customer experience easy and when I can use it to leave real-time customer feedback - even better!
Read More September 19, 2014

Topics: Online Customer Experience, Mobile Customer Experience

Empathy and Sympathy in the Customer Experience

Posted by Gareth Rees

What is the difference between empathy and sympathy? The Oxford English Dictionary is very clear that sympathy is, “feeling pity or sorrow for someone else’s misfortune” and empathy, “understands the...
Read More September 15, 2014

Topics: Customer Experience, Customer Emotion

From Chimps to Champs: Capturing Customer Emotions from Feedback

Posted by Gareth Rees

  I’m not a man for self-help books usually, always preferring to steer my own path. But after listening to a review on BBC radio of Dr Steve Peters’ book, The Chimp Paradox, I thought I would give...
Read More September 5, 2014

Topics: Customer Feedback, Customer Emotion

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