by Colin Shaw | Jan 27, 2012 | Customer Experience
The psychology of waiting in lines bears interesting fruit. As a manager, even if you take logical steps to reduce customer wait time—it may not matter. So if practical, objective measures to reduce wait time don’t matter, then what does? How the wait is experienced....
by Colin Shaw | Jan 25, 2012 | Customer Experience
The mobile customer experience is the next edge in web-based retail sales, and its set to outpace both tablets and laptops. If you’re reading on your Smartphone, then chances are you already recognize the powerful waves the mobile experience is making in the retail...
by Colin Shaw | Jan 22, 2012 | Customer Experience
Empathy is the ability to understand the feelings, thoughts and experiences of another person, and it is a common research topic because of its importance in human interaction. In his popular blog “The Squeaky Wheel,” Dr. Guy Winch observes a tendency among clinical...
by Colin Shaw | Jan 18, 2012 | Customer Satisfaction
Life, liberty, and the pursuit of happiness. The U.S. Constitution enshrines happiness as an inalienable right – for a reason. Autonomy, or the feeling that your life – its activities and habits – are self-chosen and self-endorsed, is a greater predictor of happiness...
by Colin Shaw | Jan 15, 2012 | Customer Loyalty
American journalist Katie Couric is known as “America’s Sweetheart,” thanks to the co-anchor role she served for 15 years on The Today Show. Yet even Ms. Couric, a woman known for her warm, affable personality admits that “you can’t please everyone, and you can’t make...
