by Colin Shaw | Oct 1, 2020 | Customer Experience, Customer Behaviour, Expert's Insights
When we try to forecast our preferences going forward, we often get it wrong. It’s a bias we all share called Naïve Diversification Bias. It happens a lot when we are making decisions now about some form of future consumption, and it can lead to feelings of...
by Colin Shaw | Sep 24, 2020 | Customer Science, Blogs, Customer Analysis, Customer Behaviour, Customer Experience
So, what is Customer Science? Like any embryonic change, Customer Science is evolving and emerging, like Customer Experience did over the years. In my view, Customer Science is the fusion between technology (mainly AI), behavioral science, and data. These individual...
by Colin Shaw | Sep 17, 2020 | Retail Customer Experience, Customer Experience, Experience Design
Do you still have the box your phone came in? Chances are if you own an iPhone, you probably do. It turns out, we like the look of Apple products’ boxes so much, many of us can’t bear to throw them out. It turns out that the use of color and package...
by Colin Shaw | Sep 10, 2020 | Blogs, Customer Behaviour, Customer Emotions, Emotional Experience, Employee Experience, Subconscious Experience
Human beings are magnificent at holding onto two contradictory beliefs in their minds. It’s a psychological phenomenon called Cognitive Dissonance, and it’s why we sometimes think that things are good when they are, in reality, bad. We discussed this...
by Colin Shaw | Sep 3, 2020 | Customer Experience, Customer Behaviour, Customer Service
Building trust with customers is vital. While most people agree that this is true, we don’t always do what it takes to build trust. Today, I have five new rules that are guaranteed to build trust. It is critical to remember that people won’t trust you...
