by Colin Shaw | Nov 22, 2012 | Emotional Experience
Do emotions play a role in the business to business (B2B) environment? Do the emotions that influence us as consumers also influence our behaviour in our jobs? We often get asked these questions and most recently during our last webinar New research of top emotional...
by Colin Shaw | Oct 8, 2012 | Emotional Experience
Authors: Steven Walden & Qaalfa Dibeehi A lot of companies talk about how important it is to emotionally engage customers, to make them ‘feel loyal’ not just ‘act loyal’. But where is the empirical evidence that emotions really do make a difference? If we use KPIs...
by Colin Shaw | Apr 16, 2012 | Emotional Experience
The biggest thing I have learnt in 15 years of working in Customer Experience is all about having the right mind-set. I recently gave a key note speech at a Telecoms conference in Miami. It was a bit like coming home as prior to starting Beyond Philosophy I spent 18...
by Colin Shaw | Apr 14, 2012 | Emotional Experience
When Kevin Roberts of Saatchi and Saatchi proposed the concept of Lovemarks (http://www.lovemarks.com) it represented a paradigm shift in brand communication away from the ‘hard sell’ and towards the creation of a desire or ‘love for the brand.’ Whether through...
by Colin Shaw | Mar 6, 2012 | Emotional Experience
Books provide an experience on at least two levels – the content in its pages and the pages themselves. Ask a book lover what so special about books and you will get an answer that speaks to the feel, smell and weight of a great book in the hand. Parents instinctively...
by Colin Shaw | Dec 16, 2011 | Emotional Experience
To some, I’m known by my smart “street” guerilla fashion sense. However, I must point out, that even if my favorite stores of all time played songs like “My Humps” by the Black Eyed Peas, or even worse, Celine Dion’s “My Heart Will Go On,” I would be perfectly...
