Are Loyalty Cards Dead?

by Colin Shaw on May 11, 2017

If you’re like me, you have loyalty cards for three different supermarkets, a half dozen airlines, several hotels, a dozen or so assorted retailers and the local frozen yogurt shop.

But how can I be loyal to Florida grocer Publix and also their competitor Winn-Dixie? Can I be loyal to American, United and Delta? To Starbucks and the coffee shop down the street?

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Colin ShawAre Loyalty Cards Dead?

Who Wins – Brand Or Customer Experience?

by Colin Shaw on May 9, 2017

Back in 2011, Boston College performed an interesting study involving everyone’s favorite energy drink, Red Bull, and the behavior it evoked in study participants. In brief, the study asked a number of participants to “drive”  a car in a video game and they measured several factors, including speed, power, aggressive behavior and risk-taking. Interestingly, those driving the cars painted with a Red Bull logo consistently drove faster and more aggressively than other participants, apparently because of the subconscious cues delivered by the soft drink’s branding and market personality.

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Colin ShawWho Wins – Brand Or Customer Experience?

Speaking ‘Truth to Power’

by Colin Shaw on May 4, 2017

There are too many people in organizations that do not tell their bosses and senior management the reality of the situation.

It’s like the story of the emperor’s new clothes. No one would tell the emperor that the beautiful new clothes he’d commissioned didn’t really exist. So the emperor paraded through the streets stark naked until a young child finally told the truth: “But he hasn’t got anything on!”

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Colin ShawSpeaking ‘Truth to Power’

New Research Reveals Lack Of Customer Understanding

by Colin Shaw on May 2, 2017

Most organizations realize Customer Experience is vital to their competitive differentiation. But they don’t do anything about it, at least not anything with real impact.

My co-author Professor Ryan Hamilton and I shared seven imperatives for taking customer experience to the next level in  The Intuitive Customer. Designed to help navigate the new thinking in the new world, the imperatives provide a starting point for developing a future customer experience. Many organizations know that emotion drives much of our behavior as customers and are working to incorporate these tenets.

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Colin ShawNew Research Reveals Lack Of Customer Understanding

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.

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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.

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Colin ShawHow To Lie Effectively!