by Michael Lowenstein | Mar 11, 2016 | Blogs, Customer Research
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy According to Nielsen, word-of-mouth is the most trusted source of decision-influencing and decision-making information for consumers around the world. Having often addressed the power of...
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 | Dec 3, 2015 | Customer Analysis, Customer Behaviour, Customer Centricity, Customer Emotions, Customer Engagement, Customer Experience, Customer Loyalty, Customer Research, Customer Retention, Customer Satisfaction, Customer Service, Expert's Insights, experts insights, Leadership, Management, Market Research, Subconscious Experience, Thought Leadership
Wouldn’t it be great if you could truly predict Customer’s behavior. Well you can! Welcome to the world of behavioral economics. I have recently been included in Brand Quarterly’s ‘Top 50 Marketing Thought Leaders over 50’ and they asked me an interesting...
by Colin Shaw | Oct 29, 2015 | Customer Analysis, Customer Behaviour, Customer Centricity, Customer Engagement, Customer Experience, Customer Research, Customer Satisfaction, Customer Service, Emotional Experience, Experience Design, Expert's Insights, experts insights, Subconscious Experience
Lululemon is a brand with a loyal cult-like following, but Customers began to sour on the Lululemon brand last year. However, the buzz is anything but sour on Lululemon these days. And it’s because they are realigning to their Customer-center. September 1st, the...
by Colin Shaw | Oct 22, 2015 | Customer Emotions, Customer Experience, Customer Research, Customer Service
Science has begun to predict the intensity of emotions in others with accuracy. This fact is important because when you can predict emotions, you can also plan for them in your Customer Experience. Why do we need to plan for emotions? Simply put, because then we can...
by Colin Shaw | Oct 15, 2015 | Customer Centricity, Customer Experience, Customer Research, Customer Service
New research reveals that 98% of U.S. Consumers say Customer Service is important to them when choosing a brand and forming loyalty with it. This situation is not just unique to the U.S. In the U.K., 97% of Customers believe that Customer Service is important to them...
