by Colin Shaw | Oct 29, 2015 | Customer Analysis, Customer Behaviour, Customer Centricity, Customer Engagement, Customer Experience, Customer Research, Customer Satisfaction, Customer Service, Emotional Experience, Experience Design, Expert's Insights, experts insights, Subconscious Experience
Lululemon is a brand with a loyal cult-like following, but Customers began to sour on the Lululemon brand last year. However, the buzz is anything but sour on Lululemon these days. And it’s because they are realigning to their Customer-center. September 1st, the...
by Colin Shaw | Oct 22, 2015 | Customer Emotions, Customer Experience, Customer Research, Customer Service
Science has begun to predict the intensity of emotions in others with accuracy. This fact is important because when you can predict emotions, you can also plan for them in your Customer Experience. Why do we need to plan for emotions? Simply put, because then we can...
by Colin Shaw | Oct 20, 2015 | Blogs, Customer Experience, Customer Retention, Experience Design, Management, Thought Leadership
There are a lot of elements that must come together brilliantly for an experience to be perfect. One essential element often neglected, but essential is the training of your Customer-facing teams. In my view, there is a great lack of training on soft skills with...
by Colin Shaw | Oct 15, 2015 | Customer Centricity, Customer Experience, Customer Research, Customer Service
New research reveals that 98% of U.S. Consumers say Customer Service is important to them when choosing a brand and forming loyalty with it. This situation is not just unique to the U.S. In the U.K., 97% of Customers believe that Customer Service is important to them...
by Colin Shaw | Oct 9, 2015 | Customer Experience, Customer Research, Customer Retention, Customer Satisfaction, Experience Design, Expert's Insights, experts insights
Big data is the gigantic data sets whose analysis could reveal predictions of human behavior. Big data is big news. If we can predict what people will do in a given situation, we can create situations that get them to do what we want. But Big data is only showing us a...
