by Colin Shaw | Sep 4, 2015 | Blogs, Customer Behaviour, Customer Experience
Customer Experience (CX) is a journey, not a destination. The status quo for what makes a great CX is always changing, and soon the bar is raised, forcing everyone to take it to the next level. Depending where you are on your CX journey, you might be left behind if...
by Colin Shaw | Jul 28, 2015 | Customer Behaviour, Customer Centricity, Customer Emotions, Customer Retention, Customer Service
Brands are a fluid concept that can be destroyed in an instant. Brands make promises that should be kept by the people that deliver the experience. When the brand experience falls short of the promise, Customers feel disappointed, frustrated, and frankly, hacked off!...
by Colin Shaw | Jul 21, 2015 | Blogs, Customer Behaviour, Customer Experience, Digital Experience, Experience Design
Many Customer’s first impression of your company come from their User Experience on your website, making the digital experience the face of your business. Considering Customers make decisions about your website based on the User Interface in about three seconds,...
by Colin Shaw | Jul 16, 2015 | Customer Behaviour, Customer Emotions, Customer Satisfaction, Customer Service, Emotional Experience
When you hear a person (read Customer) sigh, what do you think they are communicating? Is it sadness? Frustration? Exhaustion? All three? Chances are, it’s a subconscious communication of many things, including all of the above. It’s important to identify what...
![Behavior Psychology Proves That Event Boundaries Affect Customers’ Memory of Your Experience]()
by Colin Shaw | Jun 16, 2014 | Blogs, Customer Behaviour, Customer Service
All of us want to create memorable experiences for our customers to foster an environment of customer loyalty and retention. But what do you do if you have unwittingly created impediments that prevent your customers from remembering key events in the experience? One...
![Behavior Psychology Proves That Event Boundaries Affect Customers’ Memory of Your Experience]()
by Colin Shaw | Jun 9, 2014 | Customer Behaviour, Customer Emotions
When it comes to online purchases, most organizations want to know what are the key factors to having a good user experience. According to an infographic by Vouchercloud that appeared on Fooyoh.com, there are a lot at factors at work before any purchase is made from a...
