by Colin Shaw | Apr 25, 2013 | Customer Experience
In many of my blogs I have emphasised how current business practices are almost being designed to crush innovation. There is in short a severe deficit of Creative Equity in favour of Analytical Equity (see my blog, ‘Manage your Creative Equity’). The reasons are not...
by Colin Shaw | Apr 18, 2013 | Customer Experience, Customer Service
‘You cannot please all the people all the time’… this is a basic reality that many businesses seem to ignore when looking at improving their Customer Experience. When we, Beyond Philosophy, enter conversations with clients on how they can improve their Customer...
by Colin Shaw | Apr 11, 2013 | Customer Experience, Customer Retention
I am amazed how organizations can be so clever and yet so dumb. Organizations constantly talk about the importance of having loyal customers but they rarely do anything about it. I am a great believer that business is not as complex as people make out. Take building...
by Colin Shaw | Mar 25, 2013 | Customer Experience
By David Ive and Steven Walden Going on a luxury cruise should be the time of your life. That is unless you share it with a 2,500 strong ‘gang of raucous, heavy-drinking, leather-clad bikers’. Now don’t take offence, if this was a cruise just for bikers then no...
by Colin Shaw | Mar 19, 2013 | Customer Experience
Professor Daniel Kahneman is a Nobel Prize winning psychologist and is notable for his work on the psychology of judgment and decision-making, behavioural economics and hedonic psychology so I guess he knows what he’s talking about! Kahneman talks about something I...
by Colin Shaw | Mar 18, 2013 | Customer Experience, Emotional Experience
Here is a surprise for you…. your Customers are people! I hope this didn’t shock you too much… Given this I really don’t understand why organizations seem to forget this and design experiences as if people are robots, or logical, rational beings. People are far from...
