by Colin Shaw | May 9, 2017 | Blogs, Customer Experience
Back in 2011, Boston College performed an interesting study involving everyone’s favorite energy drink, Red Bull, and the behavior it evoked in study participants. In brief, the study asked a number of participants to “drive” a car in a video game and they measured...
by Colin Shaw | May 4, 2017 | Blogs, Customer Experience
There are too many people in organizations that do not tell their bosses and senior management the reality of the situation. It’s like the story of the emperor’s new clothes. No one would tell the emperor that the beautiful new clothes he’d commissioned didn’t really...
by Colin Shaw | May 2, 2017 | Blogs, Customer Experience
Most organizations realize Customer Experience is vital to their competitive differentiation. But they don’t do anything about it, at least not anything with real impact. My co-author Professor Ryan Hamilton and I shared seven imperatives for taking customer...
by Colin Shaw | Apr 27, 2017 | Blogs, Customer Experience
Theme parks aren’t really my cup of tea, partly because I don’t see the point of buying a $100 ticket so I can spend half my day sweating in long lines. Surely there are places that will let me stand in line for free! Universal Orlando seems to have heard me, or the...
by Colin Shaw | Apr 25, 2017 | Blogs, Customer Experience
Lying is a rotten thing to do. However, the more you do it, the less rotten it seems. Or at least that’s what a recent study about lying revealed. The researchers, including Dan Ariely, author and Professor of Psychology and Behavioral Economics at Duke University,...
by Colin Shaw | Apr 20, 2017 | Blogs, Customer Experience
A new Kibo study called the “Consumer Trends Report, 2017 Edition” reveals that 76% of respondents research prices on a product they want to buy, up 10% from the year previous. Moreover, 68% said price is the biggest reasons they shop where they do. These numbers...
