by Colin Shaw | Feb 21, 2017 | Blogs, Customer Experience
Tennis great Jimmy Connors famously said, “I hate to lose more than I love to win.” His aversion to loss isn’t limited to elite athletes. Distaste for losing motivates politicians, gamblers, businesspeople and importantly, ordinary consumers. And unless you recognize...
by Colin Shaw | Feb 16, 2017 | Blogs, Customer Experience
Childhood bullying gets a lot of attention these days, but bullying and other bad behavior can be just as destructive in the workplace as on the playground. Over the years, I’ve seen people with poor social and interpersonal skills unnecessarily make life miserable –...
by Colin Shaw | Feb 14, 2017 | Blogs, Customer Experience
Some people love to tip and others do, but begrudgingly. However, it appears that nowadays everyone is expecting a tip even if they are just serving you at the checkout! When you see a tip jar by the cash register what do you think? To me, the tip jar says “I deserve...
by Colin Shaw | Feb 9, 2017 | Blogs, Customer Experience
In our customer experience consultancy, we find there’s one thing that consistently prevents companies from adopting a more customer-centric approach. It’s not (as you might guess) cost! Instead, the problem is priorities, and specifically the priorities of people who...
by Colin Shaw | Feb 7, 2017 | Blogs, Customer Experience
A lot of people give the millennial generation a hard time, but when it comes to customer experience, the millennials’ thinking is spot on. While we older folks spent our 20s and 30s buying new couches, bigger houses and fancier kitchen gadgets, millennials are...
