by Colin Shaw | Sep 22, 2016 | Blogs, Customer Experience
Short term rental website airbnb, plagued by claims that its hosts discriminate against minorities, announced policies last week designed to put those problems to rest. As I wrote a few months ago, this has not been a good year for airbnb. First there was a Harvard...
by Colin Shaw | Sep 19, 2016 | Blogs, Customer Experience
Q: What has two Million phony accounts, 5,300 fired employees, a fine of $185 million and a retiring leader enjoying $124 million in stock and options after retirement? A: Wells Fargo Bank, the latest bank to suffer the scrutiny of the truth and forced to answer for...
by Colin Shaw | Sep 13, 2016 | Blogs, Customer Experience
When you ask a person why they bought something, they can always tell you straightaway. It might not be the reason, but it’s the reason they give. Is the person lying? Except for rare exceptions (politicians, criminals, celebrities learning too late that Twitter and...
by Colin Shaw | Sep 8, 2016 | Blogs, Customer Experience
Apple is changing. They are paying loads more taxes in Ireland. The new iPhone doesn’t have a headphone jack (or nearly as much excitement as previous iPhone launches). Moreover, the Apple Store is no more! Wait, what? You read that right. In late August, Apple...
by Colin Shaw | Sep 6, 2016 | Blogs, Customer Experience
You are irrational. Your friends are irrational. Your boss is irrational. Unless you happen to know a Vulcan, everyone you know is irrational. I am irrational, too. People are irrational by nature. Irrational behavior makes some business leaders nervous; it is so...
