by Colin Shaw | Aug 27, 2020 | Blogs, Customer Behaviour, Customer Experience
Many decisions that we make in life are subjective, without a “right answer.” We weigh the benefits and drawbacks and make the best choice we can based on the information we have. Giving your brain some time to sort through the data points available can...
by Colin Shaw | Aug 20, 2020 | Customer Behaviour, Blogs, Customer Experience, Market Research
How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization...
by Colin Shaw | Aug 13, 2020 | Blogs
Do you know what annoys me? When I go into an organization, and they say their goal is to delight customers at every moment of contact. Honestly, it sounds exhausting, for both the team and your customers. After all, how much joy do you need to buy paper towels?...
by Colin Shaw | Aug 12, 2020 | Blogs
We’ve recently trained some of our clients on journey mapping. During the process, I realized that there is a lot that people don’t know about it—and that they needed a few rules to help them make the most of the exercise. We discussed the problems with...
by Colin Shaw | Jul 23, 2020 | Blogs
Artificial intelligence (AI) has been around for decades and mostly used in a science-fiction context. As a result, many people are either terrified of it or assume it is as inexplicable as magic. However, like all science, AI has concepts that are accessible to us...
