by Colin Shaw | Jul 30, 2015 | Customer Experience, Customer Loyalty, Customer Satisfaction, Emotional Experience, Experience Design, Uncategorized
Most Customer Experiences are accidents—and unfortunately, they are not always happy ones. Why? Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely...
by Colin Shaw | Jul 16, 2015 | Customer Behaviour, Customer Emotions, Customer Satisfaction, Customer Service, Emotional Experience
When you hear a person (read Customer) sigh, what do you think they are communicating? Is it sadness? Frustration? Exhaustion? All three? Chances are, it’s a subconscious communication of many things, including all of the above. It’s important to identify what...
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by Colin Shaw | May 28, 2014 | Emotional Experience
Why Apologizing for The Rain Makes People Trust You More. According to a new study by the researchers at Harvard Business School and Wharton School, University of Pennsylvania, apologizing for the rain can be a way to get perfect strangers to loan you their mobile...
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by Colin Shaw | Mar 3, 2014 | Emotional Experience
Brands that build an emotional connection with their customers are the ones that will continue to thrive in our global and commoditized economy. Where better to do this than on the recent Winter Olympics? One organization that understands this better than any other is...
by Colin Shaw | Feb 26, 2014 | Emotional Experience, Experience Design
The Five senses. You have known them since elementary school. Sight, Hearing, Taste, Smell, and Touch. But while you may be aware of them and could list them all on a game show to win a prize, have you ever considered how each of them contributes to each of our...
by Colin Shaw | May 16, 2013 | Customer Experience, Emotional Experience
When you see an ad with a celebrity like Leonardo DiCaprio holding a watch or an ad with someone showing emotion like proposing to their girlfriend on their knees, what is more effective? New research to be launched in June shows that advertisements that align to a...
