by Colin Shaw | Mar 14, 2013 | Blogs
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...
by Colin Shaw | Mar 11, 2013 | Employee Experience
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 Colin Shaw | Mar 7, 2013 | Customer Loyalty
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,...
by Colin Shaw | Mar 3, 2013 | Customer Emotions
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...
by Colin Shaw | Feb 28, 2013 | Customer Experience
Subtle clues play a huge role in customer experience design and execution. The aspects of the experience that are not obviously noticeable and do not appear in traditional customer research reports because customers fail to point out, are in fact crucial to the...
