by Colin Shaw | Aug 29, 2011 | Customer Behaviour
Most business people have heard of “emotional intelligence.” Dan Goleman, author of Emotional Intelligence, defines the core components of emotional intelligence (EI) as self-awareness, managing our emotions, empathy, and social skills. A deeper look into the nature...
by Colin Shaw | Aug 24, 2011 | Customer Behaviour
How happily do you live day-to-day and how happy are you with your life? Most people will intuitively recognize the subtle difference between these two questions. The first question speaks to experience of an event, and the second refers to the remembrance of an...
by Colin Shaw | Aug 16, 2011 | Customer Behaviour
Complaining is an inevitable part of any relationship. In business, complaints need to be handled properly or you run the risk of alienating and losing the customers you worked so hard to win. An essential step toward handling complaints effectively is to understand...
by Colin Shaw | Jul 26, 2011 | Customer Behaviour
Nelson Pascua, Vice President of Client Services for Medallia, Inc., provides a succinct overview of how valuable understanding the customer’s experience is in his article “Top 5 ROI Benefits of Customer Experience Management.” Beyond Philosophy’s model is congruent...
by Colin Shaw | Apr 29, 2011 | Customer Behaviour, Customer Experience
As your company considers how to reassess and redesign your customer experience, think about how much you know about the customer’s subconscious thought processes. Art Markman, writer for Psychology Today, in an article entitled Ulterior Motives: How goals, both seen...
by Colin Shaw | Mar 30, 2011 | Customer Behaviour, Customer Experience, Expert's Insights
Wrestling with how to improve, manage, or maintain customer experience operations is a journey that never ends. In The DNA of Customer Experience, I provided research that shows that trust is one of the key emotions that can destroy a company’s relationship with a...
