by Colin Shaw | Jul 5, 2018 | Blogs, Customer Experience
Each of us has a time when we decide and a time when we act. Once we act, we pass the point of no return on our decision. In other words, once we take action on a decision, we are less likely to change our decision—even when we run into challenges. It’s all a matter...
by Colin Shaw | Jun 29, 2018 | Blogs, Customer Experience
We all have habits. Some of them aren’t very good habits, either. But we have them, nonetheless. Many of them form without our awareness. We have habits as customers, too, and habits are powerful things, especially for Customer Experiences. We discussed this problem...
by Colin Shaw | Jun 22, 2018 | Blogs, Customer Experience
When I need work done at the house, I always get three quotes. I never go with the highest or the lowest, but instead, I choose the one in the middle. This shortcut, called Extremeness Aversion, helps me make an important decision—and it helps your customers make...
by Colin Shaw | Jun 15, 2018 | Blogs, Customer Experience
Pricing is fundamental to your business. It also has an enormous influence on Customer Experience outcomes. You should understand Mental Accounting as it pertains to customer behavior before you set the price and before you ruin how your customers feel about your...
by Colin Shaw | Jun 8, 2018 | Blogs, Customer Experience
Businesses are in a rut. Speed, efficiency and convenience are all rational factors companies focus on when they think about customer experience. But good experience isn’t that simple. It involves more than you think. For years, research has indicated that the future...
