by Colin Shaw | Oct 28, 2011 | Customer Experience
The American Marketing Association (AMA) characterizes loyalty as the situational in which a consumer (1) generally buys the same manufacturer-originated product repeatedly over time rather than buying from other suppliers, or (2) the degree to which a consumer...
by Colin Shaw | Oct 24, 2011 | Customer Experience
As a businessperson, you understand your company from the inside out. The customer has a diametrically opposed view. Customers learn about your company from the outside in. As customers experience the finished product, they only rarely glimpse into the inner workings...
by Colin Shaw | Oct 17, 2011 | Customer Experience
Personalization is more than paying lip service to customer’s preferences; rather it is adding value to a customer’s choice. But humans are funny creatures. Often times we prefer something because it is familiar to us. In fact, we prefer the familiar so much...
by Colin Shaw | Oct 14, 2011 | Customer Experience
The hit film The Social Network (2010) features a pivotal scene between Mark Zuckerberg (Jesse Eisenberg) and co-creator Eduardo Saverin (Andrew Garfield). Eduardo, the more business-minded of the duo, pressures Mark to capitalize off the newly created Facebook....
by Colin Shaw | Oct 12, 2011 | Customer Experience
A human being can recognize approximately 10,000 unique scents. But when it comes to the five senses, the sense of smell gets a bad rap. With an abundance of research on smell – topics range from mate selection to immunity to depression – it’s amazing how little...
by Colin Shaw | Oct 3, 2011 | Customer Experience
Advertising and marketing are part-and-parcel with the financial world. Many people simply decry any form of business or entrepreneurship as exploitative and manipulative. On the one hand, this camp’s perspective contains a kernel of truth: any form of persuasion for...
