by Colin Shaw | Sep 13, 2018 | Customer Experience, Blogs
I have a real problem with patience as far as my network is concerned. When the internet is slow, I throw all my toys out of the crib. It’s maddening. The good news for me is that the 5G network is coming. The bad news is that the 5G build-out is lagging behind many...
by Colin Shaw | Sep 6, 2018 | Blogs, Customer Experience
Scarcity as a marketing tactic is one that works well with customers. However, it is one that many marketers don’t use to their advantage often enough. If you are one of them (and you don’t act now), avoiding scarcity tactics can hurt your bottom line. For our recent...
by Colin Shaw | Aug 30, 2018 | Blogs, Customer Experience
Customers that recommend you to other people are the gold-standard of successful Customer Experience. How likely they are to tell their friends and family about you is measured by the Net Promoter Score® (NPS®), a common metric used by organizations to evaluate their...
by Colin Shaw | Aug 23, 2018 | Blogs, Customer Experience
Non-conscious influence has a significant effect on your customer’s behavior. Non-conscious influences are stimuli of which a customer is not aware. What’s more, these non-conscious influences exist in your Customer Experience even if you haven’t been deliberate about...
by Colin Shaw | Aug 16, 2018 | Customer Experience, Blogs
A theory is great. It gets you thinking, designing and planning. However, unless you take all the theory and the work you built around it and implement it, it is entirely useless. Today, I present six critical questions you need to ask when implementing Customer...
by Colin Shaw | Aug 9, 2018 | Blogs, Customer Experience
Choice Architecture, a principle that psychologists have studied for decades, is the concept that describes how the presentation of information affects people’s decision-making. Framing is the tone you use to present your options. How you frame the choices changes...
