by Colin Shaw | Oct 24, 2017 | Blogs, Customer Experience
When Richard Thaler of the University of Chicago was awarded the Nobel Prize in economic science earlier this month, he said he’d try to spend his $1.1 million prize “as irrationally as possible.” That gave me a chuckle, because Thaler is a pioneer in studying the...
by Colin Shaw | Oct 19, 2017 | Blogs, Customer Experience
Why do we design rational Customer Experiences when people are irrational? Rational experience designs are born of the notion that we are logical beings. However, emotions, not logic, drive our behavior, particularly as customers. Nevertheless, moments in an...
by Colin Shaw | Oct 17, 2017 | Blogs, Customer Experience
Imagine you are in the waiting room at your dentist. You’ve had a pain twingeing at your back tooth for a few days now and you’re terrified it’s going to need a root canal – you hate root canals, everyone hates them. But while you sit there, nerves jangling, you...
by Colin Shaw | Oct 12, 2017 | Blogs, Customer Experience
If you were to guess whether Millennials prefer to buy online (on their phones) or in brick-and-mortar stores, what would you guess? No Googling, either. If you guessed online, you are wrong. Per the Trendsource 2017 Retail Industry Report, it seems that millennial...
by Colin Shaw | Oct 10, 2017 | Blogs, Customer Experience
Theory is one thing. Implementation is another. Ideas are useless if you can’t apply them. The idea I often share is that customer emotions influence over half of your Customer Experience. However, just knowing customers are emotional doesn’t help your business…...
by Colin Shaw | Oct 5, 2017 | Blogs, Customer Experience
The emotional side of the Customer Experience (CX) is often ignored, which is a big mistake in today’s competitive business environment. Since emotion influences more than half the typical CX, deliberate structuring of your emotional CX is essential. When you...
