by Michael Lowenstein | Sep 14, 2016 | Blogs, Customer Experience
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy For any offline or online social word-of-mouth initiative to be impactful with key stakeholders, financially and otherwise, there must first be full realization of what it can and can’t do,...
by Colin Shaw | Sep 13, 2016 | Blogs, Customer Experience
When you ask a person why they bought something, they can always tell you straightaway. It might not be the reason, but it’s the reason they give. Is the person lying? Except for rare exceptions (politicians, criminals, celebrities learning too late that Twitter and...
by Colin Shaw | Sep 8, 2016 | Blogs, Customer Experience
Apple is changing. They are paying loads more taxes in Ireland. The new iPhone doesn’t have a headphone jack (or nearly as much excitement as previous iPhone launches). Moreover, the Apple Store is no more! Wait, what? You read that right. In late August, Apple...
by Michael Lowenstein | Sep 7, 2016 | Blogs, Customer Experience
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy Many companies devote considerably more energy and resources to capturing customers than they do to keeping them. But, all customers are not created equal; some have more potential value...
by Colin Shaw | Sep 6, 2016 | Blogs, Customer Experience
You are irrational. Your friends are irrational. Your boss is irrational. Unless you happen to know a Vulcan, everyone you know is irrational. I am irrational, too. People are irrational by nature. Irrational behavior makes some business leaders nervous; it is so...
by Colin Shaw | Sep 1, 2016 | Blogs, Customer Experience
Many companies are attempting to improve their Customer Experience focus on some of the right things and then ignore the others. Why? They don’t know what to do next. So while the vast majority of companies today know that putting the Customer at the heart of...
