by Colin Shaw | Nov 12, 2020 | Customer Experience, Customer Retention, Customer Satisfaction, Customer Science, Digital Experience, Experience Design
Digital experiences are a crucial part of your Customer Experience, especially during the pandemic. Some organizations are excelling, while others could use some work. No matter where you fall on that spectrum, we have some essential considerations for designing your...
by Michael Lowenstein | Mar 28, 2016 | Blogs, Customer Retention
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy Baseball great Yogi Berra has been quoted as saying “When you come to a fork in the road, take it.” He also said “If you don’t know where you are going, you might wind up someplace else.”...
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 20, 2015 | Blogs, Customer Experience, Customer Retention, Experience Design, Management, Thought Leadership
There are a lot of elements that must come together brilliantly for an experience to be perfect. One essential element often neglected, but essential is the training of your Customer-facing teams. In my view, there is a great lack of training on soft skills with...
by Colin Shaw | Oct 9, 2015 | Customer Experience, Customer Research, Customer Retention, Customer Satisfaction, Experience Design, Expert's Insights, experts insights
Big data is the gigantic data sets whose analysis could reveal predictions of human behavior. Big data is big news. If we can predict what people will do in a given situation, we can create situations that get them to do what we want. But Big data is only showing us a...
by Colin Shaw | Oct 6, 2015 | Blogs, Customer Emotions, Customer Experience, Customer Retention, Customer Satisfaction, Emotional Experience, Expert's Insights, experts insights, Subconscious Experience
I find it beyond belief how large organizations can cheat and lie to their Customers. Maybe it’s because I’m becoming old or maybe it’s just because it is happening more. Skechers lied to us that if we wore their (weird-looking) Shape-up shoes that we could get in...
