New Technology Dramatically Helps CX

by Colin Shaw on April 27, 2017

Theme parks aren’t really my cup of tea, partly because I don’t see the point of buying a $100 ticket so I can spend half my day sweating in long lines. Surely there are places that will let me stand in line for free!

Universal Orlando seems to have heard me, or the tens of thousands of other people who say that standing in a two-hour line isn’t their idea of a good time. Earlier this month, they debuted their first ride that eliminates the dreaded queues that snake back and forth in a giant rectangle far beyond the ride itself. Race Through New York With Jimmy Fallon instead has a “virtual line.” Riders wait inside a replica of 30 Rockefeller Plaza and the Tonight Show studios, hanging out on couches, interacting with Tonight Show exhibits and listening to a barbershop quartet.

Colin ShawNew Technology Dramatically Helps CX

How To Lie Effectively!

by Colin Shaw on April 25, 2017

Lying is a rotten thing to do. However, the more you do it, the less rotten it seems. Or at least that’s what a recent study about lying revealed.

The researchers, including Dan Ariely, author and Professor of Psychology and Behavioral Economics at Duke University, wondered if your brain adapted to being deceitful. To find out, the research team put participants in an fMRI machine (functional magnetic resonance imaging) to see what happened when they lied. The fMRI measures brain activity. By detecting changes in the blood flow in the brain, the team could see how lying activated different parts of the participants’ brains.

Colin ShawHow To Lie Effectively!

Revealed: New Trends on Pricing

by Colin Shaw on April 20, 2017

A new Kibo study called the “Consumer Trends Report, 2017 Edition” reveals that 76% of respondents research prices on a product they want to buy, up 10% from the year previous. Moreover, 68% said price is the biggest reasons they shop where they do. These numbers would lead one to believe that price is still king in Customer Experience, but one would be wrong.

Price is still important, vitally so. However, it no longer bears the title of monarch of the Customer Experience. Instead, the Kibo report revealed that price officially shares power with personalization and fulfillment.

Colin ShawRevealed: New Trends on Pricing

The Surprising Secret to Sales Growth

by Colin Shaw on April 19, 2017

Every company has ups and downs, but what if yours has had a few quarters of disappointing revenue? You might be thinking it’s time for a big marketing investment, but where would you focus your energy?

A. On rewarding regular customers with promotions to keep them coming back.

B. On improving the customer’s experience at the time of purchase.

C. On providing comparison shoppers with rational reasons to choose your product over another one.

D. On customers who are only starting to consider making a purchase.

Most people would choose (A), and in fact that’s been the trend with brands over the past few years. But according to a recent article by global management consulting firm McKinsey&Company, (D) may actually be a better answer.

Colin ShawThe Surprising Secret to Sales Growth

PR Nightmare! What United Should Have Done

by Colin Shaw on April 18, 2017

When United Airlines brutally forced a senior citizen off a flight this week to accommodate United crew members, the social media world lit up like a Roman candle.

You’ve probably seen the viral video of the man being seized by his arms and roughly dragged down the aisle by police officers, his shirt riding up, his face bloodied, and his glasses skewed on his head as horrified passengers watched. According to news reports, the man was a passenger on a United flight from Chicago to St. Louis. To make room for four crew members, United asked people to voluntarily give up their seats. When no one took the offer, passengers were chosen at random, but one of them, a 69-year-old doctor who appeared to be of Asian descent, refused to get off the plane.

Colin ShawPR Nightmare! What United Should Have Done

“Sorry Seems To Be The Hardest Word” – How To Apologize

by Colin Shaw on April 6, 2017

Of course, we all make mistakes. Some of us make mistakes multiple times a day. Businesses need to be mindful of mistakes they make that impact their employees and customers.

Company Apology Guidelines

A Company needs to have clear guidelines for handling a mishap and how to deliver an apology message. Also, someone in a Senior role needs to sound remorseful and express truthfulness when something wrong has occurred.

Although corporations may have written policies, particularly in relation to customers, it is important to consider the emotional and psychological impact of your mistake. A quick look at customer complaints will easily demonstrate just how emotional they can be, yet most organizations ignore this fact and concentrate their experience on the “what” rather than the “how”. The emotional state of a customer or colleague, then, is significant and needs to be considered when making an apology. Furthermore, it can be emotionally draining on those who are having to apologize continually for mistakes that are being made within an organization.

Customer Apologies

Colin Shaw“Sorry Seems To Be The Hardest Word” – How To Apologize