Here is a surprise for you…. your Customers are people! I hope this didn’t shock you too much… Given this I really don’t understand why organizations seem to forget this and design experiences as if people are robots, or logical, rational beings. People are far from...
There is a real psychological phenomenon called the IKEA Effect. It describes the notion that there is really is love in our own labour. When we put effort into building our own things we attach greater value to it. This phenomenon has investigated by psychologists...
As usual just looking at the surface of a subject like employee engagement is not enough. There are three pieces of research along with my own business experience that have helped me form a view on how to get employees engaged with an improvement in Customer...
By Steven Walden, VP Consulting and Thought-Leadership & Beth Coleman Abstract While Lean and Six Sigma ensure quality and sustained, measurable productivity, CEM-BPR enables break-through change, propelling the organization forward, to increase customer value,...
Emotions play a huge role in our personal lives, yet as business managers we often turn a blind eye to the importance emotions have in customer behaviour, attitude and ultimately business KPIs. However, several key forces have forced customer emotional engagement as a...
