by Colin Shaw | Nov 3, 2022 | Blogs
Fear is a powerful motivator for what we do. It is also a powerful tool for marketing. So, with Halloween coming up, we decided we would dive deeper into why this is and why it works to get people to do things. Some of the reasons might, well, scare you. Okay, they...
by Colin Shaw | Oct 27, 2022 | Blogs
We’ve got a pickle. I love a pickle. Tonya Dunn, an insurance professional, wants to know why her Customer Experience efforts aren’t moving the numbers. She wants to know what we think they should do. For those who don’t know, Tonya listens to our...
by Colin Shaw | Oct 20, 2022 | Blogs
This newsletter issue is the second of a series based on a podcast we did with Beyond Philosophy’s own Zhecho Dobrev (@ZhechoDobrev), author of The Big Miss: How Organizations Overlook the Value of Emotions. We talked with him before on our podcast a month ago...
by Colin Shaw | Oct 13, 2022 | Blogs
Why Video is the Untapped Jewel to Greatly Enhance Your Customers’ Experience We created this newsletter in partnership with Streem. Have you ever used the word “doohickey” or “thingymajig” in a call with a contact center? I have. I...
by Colin Shaw | Oct 6, 2022 | Blogs
Memory is one of my favorite topics in the behavioral sciences, so we did a podcast series on them. This newsletter is the last of a mini-series on memory, the series finale. Last time, I wrote about the network structure of memory and how the different types of...
