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by Colin Shaw | Feb 1, 2014 | Customer Loyalty
What happens when a company you trust has a breach in their security that compromises your account information, leaving you open for credit card fraud? How quickly does the trust fade? We have the benefit of watching two real-time case studies for this concept right...
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by Colin Shaw | Jan 30, 2014 | Customer Experience
Before you spend a ton of money on a new CRM system, software, machine or process to enhance your customer experience, you should always make sure that you consider that your customers are humans in your design. Imperfect, irrational, and instinctive humans. I was...
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by Colin Shaw | Jan 29, 2014 | Customer Experience
Best Buy has been around for decades. Known for having the latest and greatest technology for you to play with, or “try before you buy,” and its team experts in blue shirts, it is a brand that I would argue is a household name. But the other names it gets called in...
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by Colin Shaw | Jan 27, 2014 | Customer Experience
Pizza hut has recently announced that they are going to release a redesigned hand-tossed pizza this week. The new version will have a more organic shape and more imperfections than the previous version. I love that Pizza Hut is doing this. The article that was...
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by Colin Shaw | Jan 23, 2014 | Customer Behaviour
The old saying is, “Cheats Never Prosper.” But a new study in the Harvard Business Review says that when the cheating has no apparent victim, then cheating prospers the cheater quite a bit…maybe not in terms of money but definitely in positive feelings. The study was...
