by Colin Shaw | Nov 5, 2020 | Customer Experience, Customer Behaviour, Customer Emotions, Emotional Experience
The last time you looked up product reviews, which ones did you notice first, 5-star, or 1-star? Also, how many 5-star reviews does it take to offset a 1-star review? Probably more than one. Today, I’m talking about why that is, and it comes down to two words...
by Colin Shaw | Oct 29, 2020 | Company Culture, Customer Behaviour, Customer Experience, Customer Service, Employee Experience
You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer...
by Colin Shaw | Oct 22, 2020 | Customer Experience, Customer Behaviour, Customer Service, Emotional Experience
Oscar Wilde’s famous quip shapes my marketing philosophy, “There is only one thing worse than being talked about, and that is not being talked about.” One of the reasons the brilliant quote rings true is because of the concept of Priming. When you...
by Colin Shaw | Oct 15, 2020 | Customer Experience, Customer Behaviour, Customer Service
Customer Experience, like everything else in the world, is changing. What customers want and what they do is changing, too. As we prepare for the next generation and level of putting the customer at the center of everything we do for a Post Pandemic world, we should...
by Colin Shaw | Oct 8, 2020 | Customer Experience, Customer Behaviour, Customer Service
You might have noticed that the global pandemic isn’t doing much for your bottom line. You might also be wondering how you can reduce costs to save your assets—even when the economy is robust and healthy. Today, we offer you the five rules of reducing costs to...
