by Colin Shaw | Nov 27, 2020 | Customer Emotions, Customer Behaviour, Customer Engagement, Customer Experience
An organization’s digital experience is vital to their success. We have been getting a lot of clients asking for a review of their digital experience. Many recognize that their digital transformation hasn’t resulted in the experience that they hoped it...
by Colin Shaw | Nov 19, 2020 | Customer Behaviour, Customer Emotions, Customer Engagement, Digital Experience, Emotional Experience
From time to time, I participate in speaking engagements and, in the time of COVID-19, virtual speaking engagements. I recently participated in a Customer Experience Day webinar with two other leaders in our field, Joe Pine and Lou Carbone. I learned a few things that...
by Colin Shaw | Nov 5, 2020 | Customer Experience, Customer Behaviour, Customer Emotions, Emotional Experience
The last time you looked up product reviews, which ones did you notice first, 5-star, or 1-star? Also, how many 5-star reviews does it take to offset a 1-star review? Probably more than one. Today, I’m talking about why that is, and it comes down to two words...
by Colin Shaw | Sep 10, 2020 | Blogs, Customer Behaviour, Customer Emotions, Emotional Experience, Employee Experience, Subconscious Experience
Human beings are magnificent at holding onto two contradictory beliefs in their minds. It’s a psychological phenomenon called Cognitive Dissonance, and it’s why we sometimes think that things are good when they are, in reality, bad. We discussed this...
![Service Process vs. Service Experience: Solving the Customer’s Problem vs. Owning the Customer’s Issue]()
by Michael Lowenstein | Feb 29, 2016 | Customer Emotions, Customer Experience
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy Whether consumers articulate it or not, or whether it gets measured or not, emotions have become core to experience response and future consumer decisions. In a recent article,...
by Colin Shaw | Dec 3, 2015 | Customer Analysis, Customer Behaviour, Customer Centricity, Customer Emotions, Customer Engagement, Customer Experience, Customer Loyalty, Customer Research, Customer Retention, Customer Satisfaction, Customer Service, Expert's Insights, experts insights, Leadership, Management, Market Research, Subconscious Experience, Thought Leadership
Wouldn’t it be great if you could truly predict Customer’s behavior. Well you can! Welcome to the world of behavioral economics. I have recently been included in Brand Quarterly’s ‘Top 50 Marketing Thought Leaders over 50’ and they asked me an interesting...
