When you hear a person (read Customer) sigh, what do you think they are communicating? Is it sadness? Frustration? Exhaustion? All three? Chances are, it’s a subconscious communication of many things, including all of the above. It’s important to identify what...
Sometimes we have a relationship we think is good, but it really isn’t. It’s true in friendships, marriages, and yes, even business relationships. There are some signs that your Customer relationship is all about you, or one-sided, and they are easier to spot...
The demand for corporate social responsibility continues to sweep the brand marketplace. According to new research from Nielsen, corporate social responsibility is important as a benefit to positive branding efforts. We also know for your brand reputation positive...
When it comes to Customer loyalty and retention, most organizations want to appeal to the rational side of their Customers. What I know from over a decade in the Customer Experience game, however, is that rationality has less to do with it than you think. Over 50% of...
Earlier this month, the “Women of Algiers” painting by Pablo Picasso sold for $179,365,000. There are many psychological theories regarding the subconscious cues that occur at art auctions. What happens at art auctions can give us all some insight on what’s going on...
