by Colin Shaw | Nov 9, 2017 | Blogs, Customer Experience
We all have habits, good and bad. Few of us remember how they formed. Few of us know how to change them—especially those bad ones. However, understanding how habits develop and their influence on our behavior can be a powerful tool for tuning up our Customer...
by Michael Lowenstein | Nov 8, 2017 | Blogs, Customer Experience
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy In the movie ‘Gladiator’, corrupt Emperor Commodus puts Maximus, the gladiator/general who is his enemy, into the Coliseum with a former champion and several huge tigers. Commodus’ goal is...
by Colin Shaw | Nov 7, 2017 | Blogs, Customer Experience
Contact centers are often the communications lifeblood of a business. It’s where clients get the opportunity to talk to a ‘real person’, whether it’s by phone, live chat or even something as simple as email, and it’s where your employees have the greatest...
by Colin Shaw | Nov 2, 2017 | Blogs, Customer Experience
Big banks have proven yet again that they cannot be trusted to do what is best for the consumer. And this time, the U.S. Senate agrees that they don’t have to! Last week, the Senate voted to repeal a rule that banned most mandatory arbitration clauses in credit card...
by Colin Shaw | Oct 31, 2017 | Blogs, Customer Experience
Would you like to learn golf from a hall of famer? How about baking some French macarons at Le Cordon Bleu in Paris? Hotel chains, worried about competition from Airbnb, are rolling out these and other special experiences for their best rewards customers. Marriott’s...
by Colin Shaw | Oct 26, 2017 | Blogs, Customer Experience
As customers, each of us is under the influence all the time. Are we drunk? High? No and no. We are under the influence of our emotions, whether we are aware of it or not. Our irrational reactions to moments in any given experience can influence our behavior, often in...
