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by Colin Shaw | Jun 2, 2014 | Social Media
Personal Engagement: Is Social Media Making Us Anti Social? Usually I talk about the importance of emotional engagement of our customers or our employees. But today, I want to address the importance of emotional engagement of each other. Or rather the lack thereof,...
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by Colin Shaw | May 29, 2014 | Uncategorized
Consumer Reaction Causes Cheerios to Pull New Legal Policy The makers of the heart-healthy brand Cheerios General Mills, had a lot of heartache over the introduction of their new legal policy on their website earlier this month. They learned the hard way that...
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by Colin Shaw | May 28, 2014 | Emotional Experience
Why Apologizing for The Rain Makes People Trust You More. According to a new study by the researchers at Harvard Business School and Wharton School, University of Pennsylvania, apologizing for the rain can be a way to get perfect strangers to loan you their mobile...
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by Colin Shaw | May 27, 2014 | Customer Experience
Everything in life isn’t pleasant. Whether that’s when you don’t feel well, not being able to pay your bills, or getting a traffic ticket, these are not exactly things that end up on anyone’s top ten list of great moments in their life. But just because the experience...
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by Colin Shaw | May 22, 2014 | Customer Experience
Apple is considering taking their empathy approach to customer experience to the next level with a patent on an application that would read your facial expression and heart rate while you are online before choosing which ad to show you. While certainly a little...
