How The Subconscious and Emotional Relationship Drives Our Purchase Decisions

by Colin Shaw | Oct 28, 2013 | Customer Emotions

Recently I re-read Customer Experience Future Trends and Insights by Colin Shaw, Qaalfa Dibeehi, and Steven Walden. The book refreshed the importance of asking more questions about why customers and consumers make a specific purchase decision and got me thinking more...

Taking Journey Mapping to the Next Level

by Colin Shaw | Oct 1, 2013 | Customer Emotions

Journey Mapping is a tool that many companies use to diagram how a customer engages with their product or services. Many of these companies have adopted journey mapping for the purposes of defining what their customers want in their experience and how they get what...

Using Humor in Business: Some Practical Advice

by Colin Shaw | Sep 23, 2013 | Customer Emotions

Is business the right place to be funny? Surely business is a serious place and humor doesn’t have a place in it? I disagree, I think humour is greatly underused in business today and can differentiate you from the crowd. Let me give you an example… When I was...

Why the Airline Experience can be Frustrating and Bewildering

by Colin Shaw | Sep 19, 2013 | Customer Emotions

We’ve all had experiences where we feel like we’ve taken one step forward and one step back. That feeling of being right back where you started and no better off can leave you flat. Working with clients to improve their customer experiences means I have a lot of...

Apple: Value is More Than a Stock Price

by Colin Shaw | Sep 18, 2013 | Customer Emotions

If you live in a cave, under a rock, or on the moon, I should tell you that Apple just launched two new iPhone 5 models this week. At the same time they reported that next month they are shipping out their 700 Millionth iOS device. Again, if you live in cave/under...

Does Getting What You Want Make You Happy?

by Colin Shaw | Aug 29, 2013 | Customer Emotions

Have you ever realised that sometimes wanting something can make you happier than actually having it? Let me give you an example. As we come up to the end of summer, I have just returned from a family vacation in England, which hardly has the reputation of being...