by Colin Shaw | Jun 22, 2018 | Blogs, Customer Experience
When I need work done at the house, I always get three quotes. I never go with the highest or the lowest, but instead, I choose the one in the middle. This shortcut, called Extremeness Aversion, helps me make an important decision—and it helps your customers make...
by Colin Shaw | Jun 15, 2018 | Blogs, Customer Experience
Pricing is fundamental to your business. It also has an enormous influence on Customer Experience outcomes. You should understand Mental Accounting as it pertains to customer behavior before you set the price and before you ruin how your customers feel about your...
by Colin Shaw | Jun 8, 2018 | Blogs, Customer Experience
Businesses are in a rut. Speed, efficiency and convenience are all rational factors companies focus on when they think about customer experience. But good experience isn’t that simple. It involves more than you think. For years, research has indicated that the future...
by Colin Shaw | May 25, 2018 | Blogs, Customer Experience
Recently, Lorraine and I re-evaluated some of our long-term subscriptions – like cable TV, magazines and travel insurance. If you’re like us, once you sign on for something, you tend to renew without thinking much about it. Who on earth would want to deal with a new...
by Colin Shaw | May 18, 2018 | Blogs, Customer Experience
A difference exists between what people say they will do and what people do. People say they want salads in theme parks but order hamburgers. People say they want to save the planet but then ignore the recycling bin. People say they want many choices but then complain...
by Colin Shaw | May 11, 2018 | Blogs, Customer Experience
I was texting with my daughter the other day and there was a pause in the conversation. I could see the three little dots. Surely she was typing a clever response to the remark I’d just made. I couldn’t wait to see it, so I sat there, phone in hand, staring stupidly...
