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 | Jun 1, 2018 | Blogs, Customer Engagement
Can you tell me the average length of a rain poncho without Googling or asking Alexa? Don’t worry, few people can. Nonetheless, it is a critical piece of information when you want to buy a rain poncho and need to choose a size. Without it, however, you can still make...
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...
by Colin Shaw | Oct 29, 2015 | Customer Analysis, Customer Behaviour, Customer Centricity, Customer Engagement, Customer Experience, Customer Research, Customer Satisfaction, Customer Service, Emotional Experience, Experience Design, Expert's Insights, experts insights, Subconscious Experience
Lululemon is a brand with a loyal cult-like following, but Customers began to sour on the Lululemon brand last year. However, the buzz is anything but sour on Lululemon these days. And it’s because they are realigning to their Customer-center. September 1st, the...
![5 Ways to Make a Great Impression on Your New Customer]()
by Colin Shaw | Jul 29, 2014 | Blogs, Customer Engagement, Customer Service
New customers are a lot like making a new friend. You need to make sure that you are making a good impression. After all, the goal here is to have a great relationship. So it stands to reason that you want to make a great impression right from the start. My regular...
