by Colin Shaw | Mar 23, 2018 | Blogs, Customer Experience
Have you been on a flight recently and found that you arrived at your destination a little early? I have, but I never thought much about it until I heard this NPR report. A Tufts University researcher named Silke Forbes thought it odd that she arrived 30 minutes early...
by Colin Shaw | Mar 16, 2018 | Blogs, Customer Experience
You know that old saying about what you make of you and me when you assume something? Well, it turns out, that economists made quite an assumption for years: that people were entirely rational in their decision making. However, they were wrong and we know they were...
by Colin Shaw | Mar 9, 2018 | Blogs, Customer Experience
On our Intuitive Customer podcast, Professor Ryan Hamilton and I have been talking about the ways that customers are irrational in their decision making, often focusing on things that seem irrelevant. I came across an excellent example of this in a Scientific American...
by Colin Shaw | Mar 2, 2018 | Blogs, Customer Experience
Amazon received two patents on wristbands that can track the moment-by-moment actions of their warehouse workers. Amazon has not said whether they will use the technology in their warehouses but stated if they did, they would be used to improve the process for their...
by Colin Shaw | Feb 23, 2018 | Blogs, Customer Experience
I’m a great fan of Apple, and not just because I use their products. For years, Apple has distinguished itself as a company that knows how to build an emotional connection with its customers. Because of that connection, Apple claims legions of loyal fans. But with its...
by Colin Shaw | Feb 16, 2018 | Blogs, Customer Experience
The Consumer Financial Protection Bureau (CFPB) meted out a $185 million fine that included a $100 million penalty to Wells Fargo in 2016 for their violation and abuse of consumer trust. The San Francisco-based bank, whose employees opened many fraudulent and...
