by Colin Shaw | May 12, 2021 | Blogs
Only half of the organizations around the world feel prepared to support customer engagement post-COVID. When I read that headline from Verint, an organization specializing in the Voice of Customer, it struck a chord with me—a minor one with lots of extra dissonance....
by Colin Shaw | May 7, 2021 | Blogs
I recently received a letter from a listener on our podcast asking us to cover how a small business with limited resources can improve their Customer Experience using the behavioral sciences in their business. We took on this topic in a recent podcast by offering tips...
by Colin Shaw | Apr 23, 2021 | Blogs
[vc_row][vc_column][vc_column_text]Emotions rule your customers’ buying decisions. Sure, their rationality weighs in sometimes, too, but often, it’s the emotional side that drives customers to buy. These two parts of us, the emotional and the rational...
by Colin Shaw | Apr 16, 2021 | Blogs
There is a surprising lack of literature on company politics. For such an important topic that can be awkward for people, it seems there should be books, podcasts, training, and everything else on it. Today I am going to do my part on being some of the change I want...
by Colin Shaw | Apr 9, 2021 | Blogs
Let’s imagine that you’re an account manager with 200 customers. If you know that 80 percent of your revenue comes from 20 percent of those customers, what do you think happens to the other 80 percent that only accounts for 20 percent of the revenue? Yep, you...
