by Colin Shaw | Mar 28, 2013 | Emotional Experience
Think of how many times you had an impulse to buy a more expensive brand and later convinced yourself that you did it because the quality is much better. Truth is that in most cases you did it because you trust the brand more or you feel a sort of sympathy towards...
by Colin Shaw | Mar 25, 2013 | Customer Experience
By David Ive and Steven Walden Going on a luxury cruise should be the time of your life. That is unless you share it with a 2,500 strong ‘gang of raucous, heavy-drinking, leather-clad bikers’. Now don’t take offence, if this was a cruise just for bikers then no...
by Colin Shaw | Mar 21, 2013 | Customer Research, Customer Satisfaction, Emotional Experience
Authors: Steven Walden and Nigel Marlow Things your insights department and academics won’t tell you about your metrics and suggestions on resolving them! The Problem With Metrics Today It infuriates me the way organisations love their metrics. It’s not that I am...
by Colin Shaw | Mar 19, 2013 | Customer Experience
Professor Daniel Kahneman is a Nobel Prize winning psychologist and is notable for his work on the psychology of judgment and decision-making, behavioural economics and hedonic psychology so I guess he knows what he’s talking about! Kahneman talks about something I...
by Colin Shaw | Mar 18, 2013 | Customer Experience, Emotional Experience
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...
