Results for

implicit attitude test

Measuring Consumer Decision-Making Implicitly

Colin Shaw December 2, 2009

Controversial, may be; different, absolutely.


An increasing trend in research today is the use of Implicit techniques: see the Harvard University website or in the UK the work of Dr Nigel Marlow (London Metropolitan University) and Dr Peter Shire.


What People Say vs What They Really Think

Colin Shaw February 12, 2014

If you are like most organizations, you have done a lot of research on the rational side of your customer experience. You may use surveys so your customers can tell you what they would like you to do in the future. But a new study by Young and Rubicam (Y&R) shows that what people say

Stumped for New Ideas? This is What is Stopping You

Colin Shaw October 14, 2021

I like books that show you another perspective you weren’t expecting. Yuval Noah Harari’s Sapiens: A Brief History of Humankind is an example. Sapiens covers the critical points in history for homo sapiens. I admire how Harari was balanced in his assessments of these moments, looking at them from different perspectives. More organizations should take this tack and listen

Ryanair: Profits Do Not Equal Loyalty

Colin Shaw June 9, 2015

Ryanair announced this week that they had 66% ($948m) increase in full-year profits. Michael O’Leary credits Ryanair’s Always Getting Better (AGB) Customer experience program as a catalyst for these results.  My reaction in a word: Rubbish! Other improved stats for Ryanair attributed to the AGB program include:      Passenger traffic increased 11% (90.6m)      Revenue Rose 12%