by Colin Shaw | Oct 4, 2016 | Blogs, Customer Experience
You want your Customers to buy from you – obviously! Therefore it is critical that you make things easy for them. So how do we do that? Well firstly you need to understand what easy means from a more psychological perspective. In a previous blog we learnt that...
by Colin Shaw | Sep 29, 2016 | Blogs, Customer Experience
How we feel affects how we behave. Understanding the connection between our feelings and our decisions is an essential foundation for creating customer loyalty and retention. If you aren’t sure this is true, then ask yourself: would I open a Yahoo email account today?...
by Colin Shaw | Sep 27, 2016 | Blogs, Customer Experience
We all have habits. Some of them are good, and some, well, aren’t. But for good or ill, habits drive our behavior every day, and even more so when we are customers. In my latest book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the...
by Colin Shaw | Sep 23, 2016 | Blogs, Customer Experience
Have you ever heard someone say, “I’m of two minds about this issue.” It means he or she can see both sides of the argument. However, this idiom confirms a deeper truth about the way we think, and, more importantly, the way our two minds can be in conflict with each...
by Colin Shaw | Sep 22, 2016 | Blogs, Customer Experience
Short term rental website airbnb, plagued by claims that its hosts discriminate against minorities, announced policies last week designed to put those problems to rest. As I wrote a few months ago, this has not been a good year for airbnb. First there was a Harvard...
by Colin Shaw | Sep 19, 2016 | Blogs, Customer Experience
Q: What has two Million phony accounts, 5,300 fired employees, a fine of $185 million and a retiring leader enjoying $124 million in stock and options after retirement? A: Wells Fargo Bank, the latest bank to suffer the scrutiny of the truth and forced to answer for...
