by Colin Shaw | May 23, 2019 | Blogs
I have been working as a global Customer Experience consultant for nearly twenty years. Never have I ever heard a customer say, “I just wish I could be hassled a little more.” We don’t like it when things aren’t easy in a Customer Experience. It takes too much time...
by Colin Shaw | May 9, 2019 | Blogs
In our customer experience consultancy, clients tell us customers make decisions based on price or features. However, in our research, we never find price or features are the most important things. Instead, it tends to be a combination of a few insignificant,...
by Colin Shaw | May 8, 2019 | Blogs
In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. It was a tough audience. One of the guys asked, “How much money are we going to get back by doing this?” It was not an unfair question, but...
by Colin Shaw | Apr 25, 2019 | Blogs
Brands have already begun using facial recognition technology in their Customer Experience. Walmart and KFC use facial recognition technology. Passengers on Delta check in for flights in the Atlanta airport using facial recognition. Even my phone password is my face....
by Colin Shaw | Apr 18, 2019 | Blogs
If you give people the option to shop somewhere that only had a few choices or another venue with a wide selection, people almost always go for the larger selection. However, sorting through options can feel overwhelming. Too many choices in your Customer Experience...
