by Colin Shaw | Apr 15, 2019 | Blogs
Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations....
by Colin Shaw | Apr 8, 2019 | Blogs
Whenever I talk about Customer Experience with audiences, I begin by explaining that customers do not buy things rationally. Customers buy things emotionally and then justify the purchase with logic. Irrationality and data don’t mix. However, there are ways that...
by Colin Shaw | Apr 4, 2019 | Blogs
Brands are everywhere. Everybody feels like they understand what brands are. However, when we ask the fundamental questions of “What is a brand?” and “What does that mean?”, there’s a surprising amount of variation in opinion. Branding is a critical topic in...
by Colin Shaw | Mar 28, 2019 | Blogs
A consistent finding in psychology is that people don’t like uncertainty or risk. It’s called Risk Aversion, and we all have it to some degree. To be fair, we are not risk averse all the time. We also enjoy risky behavior, like gambling, smoking, or playing fast and...
by Colin Shaw | Mar 25, 2019 | Blogs
At British Telecom (BT), we were buying a CRM system. I was leading the project and we had 15 people around the table to make this choice. It was a significant decision for a lot of money. So, as it was a business decision, you would think we were logical about it....
