How Other People Sell Your Product

by Colin Shaw on October 18, 2018

“If all of your friends jumped off a cliff, would you do it, too?”

Who hasn’t heard that one before? We all know the evils of peer pressure from our parents, teachers or, in my case, the authorities.

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Colin ShawHow Other People Sell Your Product

Are You Using This Powerful Sales Technique?

by Colin Shaw on October 11, 2018

We all want to sell more. So how do we do this? A powerful sales technique exists that can help.  The best sales organizations use it well; the worst, not so much. It is based on a psychological concept called reciprocity, and it might be what you need to get (or keep) your foot in the door.

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Colin ShawAre You Using This Powerful Sales Technique?

How Does Time of Day Affect How Much We Sell?

by Colin Shaw on October 4, 2018

Each of us has a time of day when we are at our best. Likewise, we have times when we are not at our best. These times affect how we behave, and that can have repercussions for your Customer Experience.

For example. I am a morning person. When I have something creative or complicated to do, I like to tackle it first thing.

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Colin ShawHow Does Time of Day Affect How Much We Sell?

How To Measure Customer Emotions

by Colin Shaw on September 27, 2018

Measuring customer emotions for your Customer Experience is a vital activity for your organization. After all, if you can’t measure it, you can’t manage it, as the saying goes.

We discussed how to measure customer emotions on our recent podcast. Today we will discuss how to measure feelings, which feelings you should measure, and where and when you should measure them.

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Colin ShawHow To Measure Customer Emotions

Why Don’t People Say What They Mean?

by Colin Shaw on September 20, 2018

People do not say what they mean or, it seems, what they are thinking. Why? If we aren’t saying what we mean, then what are the implications for our Customer Experience? Honest communication can not only improve communication, but it can also enhance workplace quality and Customer Experience.

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Colin ShawWhy Don’t People Say What They Mean?

How Telecom Can Set Themselves Up to Fail at CX at 5G Speeds

by Colin Shaw on September 13, 2018

I have a real problem with patience as far as my network is concerned. When the internet is slow, I throw all my toys out of the crib. It’s maddening.

The good news for me is that the 5G network is coming.

The bad news is that the 5G build-out is lagging behind many other countries in the U.S., which means it isn’t coming any time soon—at least not nationwide.

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Colin ShawHow Telecom Can Set Themselves Up to Fail at CX at 5G Speeds