I love watching what people, and Customers do. We human’s think we are so clever and sophisticated and yet much of what we do is totally irrational. When I am reviewing an organization’s experience I am on the look out for this type of irrational behavior as this will...
Decisions, decisions…we make them all the time about all kinds of things, and many times without even thinking about it. Sometimes, however, decisions take a lot of thinking, after which we may have our doubts about whether we made the right one. Helping your...
Are there any good car rental companies or am I just unlucky? This week I rented a car with Budget. It was not a great customer experience. We were kept waiting for the shuttle service for 25 minutes at the Philly Airport. We tried to call them 3 times to see where...
What Bergdorf Clerks Can Teach Us about Our Subconscious Subconsciously, we are judging our customers. But before you feel bad about it, remember that they are subconsciously judging you, too. The truth is all of us judge each other by the cues that we provide in...
How we and things look has an incredible impact on how we react and how we behave? Indeed, it has been proven to even make rational, normal people go to the extent of killing someone. So how do you look? What experience do you give your Customers? Is it deliberate or...
A few months ago, I found myself buying a pair of shoelaces online. When I say ‘found myself’, I literally suddenly became aware of what I was doing. It was a shocking realisation; it had become too much trouble to visit the local shops for a pair of laces, and I was...
