by Michael Lowenstein | Mar 7, 2016 | Blogs, Customer Experience, Customer Research
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy Over the past thirty years, most customer-related research has focused almost entirely on the cognitive, rational, and functional elements of decision-making. Why? Well, researchers are...
by Colin Shaw | Mar 3, 2016 | Blogs, Customer Experience
For years, I have talked about the emotional context of your experience both from the emotional state your customers bring to it and the cues your experience provides to them. New research reveals other important factors affect people’s emotional perception of...
by Colin Shaw | Mar 1, 2016 | Blogs, Customer Experience
Imagine the power of being able to predict your Customers’ behavior. It would mean that you can design an experience that plays into this behavior and creates an excellent Customer Experience that drives $$$ for you. However, reliably predicting your Customers’...
![Service Process vs. Service Experience: Solving the Customer’s Problem vs. Owning the Customer’s Issue]()
by Michael Lowenstein | Feb 29, 2016 | Customer Emotions, Customer Experience
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy Whether consumers articulate it or not, or whether it gets measured or not, emotions have become core to experience response and future consumer decisions. In a recent article,...
by Colin Shaw | Feb 23, 2016 | Blogs, Customer Experience
The internet puts a world of knowledge at our fingertips. So it might surprise you to learn that we actually think we know less if we have access to answers online. At least, that’s the finding of a new study. The study divided participants into two groups, one with...
by Colin Shaw | Feb 18, 2016 | Blogs, Customer Experience
Conventional wisdom says that a product priced at $99.99 will seem less expensive than a product priced at $100. Researchers have also found that a precise price, like $99.37, is more believable and appears to offer a greater value than a round price like $100. Based...
