by Colin Shaw | May 2, 2013 | Customer Experience
How High Standards Can Hurt Your Business I was sitting in the reception of a new client the other day and I always take the time to look around, as reception areas start to tell you what the organization is like. I noticed on the wall there was a big sign that...
by Colin Shaw | Apr 29, 2013 | Customer Experience, Customer Loyalty
Regular readers will know that we do not choose between experiences, but we choose between memories of experiences and therefore how your memory is formed becomes important when designing a great Customer Experience. I talked about the difference between experience...
by Colin Shaw | Apr 25, 2013 | Customer Experience
In many of my blogs I have emphasised how current business practices are almost being designed to crush innovation. There is in short a severe deficit of Creative Equity in favour of Analytical Equity (see my blog, ‘Manage your Creative Equity’). The reasons are not...
by Colin Shaw | Apr 22, 2013 | Customer Behaviour, Customer Satisfaction
Almost all companies have insight departments that statistically model the drivers and destroyers of consumer behaviour. Yet this predictive modelling is flawed as it assumes that what customers react to today in terms of their drivers to buy are the same as what...
by Colin Shaw | Apr 18, 2013 | Customer Experience, Customer Service
‘You cannot please all the people all the time’… this is a basic reality that many businesses seem to ignore when looking at improving their Customer Experience. When we, Beyond Philosophy, enter conversations with clients on how they can improve their Customer...
