The Steve Jobs Experience

by | Sep 26, 2011 | Customer Behaviour

On August 24, 2011 Apple CEO Steve Jobs resigned. Unlike the majority of CEOs who quietly leave their posts, Jobs’ departure from Apple was met with sense of sadness and grief among loyal customers and senior Apple leadership alike. We all know Steve Jobs has changed...

Social Media: Friend or Foe of Brand Loyalty?

by | Sep 22, 2011 | Expert's Insights

In February, Facebook launched an application called Sponsored Stories. The way Sponsored Stories works is that brands turn user activity into a sponsored newsfeed. When your friend checks into Starbucks for example (as so many of us do every morning), it shows up in...

Recognizing the Subconscious Experience

by | Sep 19, 2011 | Expert's Insights

Chances are that you can picture the FedEx logo in your head, but do you know where the arrow is in it? The FedEx logo, along with many others, does double subconscious duty. They all encourage a specific positive association with their brands by embedding discreet...

Triggering Happiness in Your Customers

by | Sep 16, 2011 | Customer Experience

We all know that making our customers happy makes us happy, but how exactly do we make our customers happy? You might be inclined to say that the right product at the right price is the way to go, and certainly that is a component of customer happiness, but the...