Colin Shaw

Customer Loyalty Isn’t What You Think It Is!

A lot of business professionals talk about customer loyalty. However, if I’m totally honest, they often don’t know what they are talking about. Or they do know what they are talking about, but what they are talking about is not customer loyalty! Many o...

How To Uncover Your Customer’s Hidden Needs

Honest feedback from your customers is the best way to improve any hiccups in your Customer Experience. Social norms, however, can get right in the way of getting that honest feedback, at least in some instances. Overcoming the obstacle of social norms...

The Non-Conscious Influence that Affects How You Will Read This Post

We like to think that influences on our behavior are things of which we are aware. It makes us feel like we are in control. However, forces affect our behavior whether we are aware of them or not. Moreover, the non-conscious influences of which we aren...

How To Manage Expectations

I always go by the old business axiom: “Under-promise and over-deliver.” This means promising something you know you can achieve, and then going above and beyond in your performance. When you do this, customers are thrilled because you set their expectations low and then then got something more, better or earlier than anticipated. Unfortunately, I see many people and businesses doing the opposite.

The Big Assumption That Economists Got Wrong – And You?

You know that old saying about what you make of you and me when you assume something? Well, it turns out, that economists made quite an assumption for years: that people were entirely rational in their decision making. However, they were wrong and we k...

The Remarkable Truth about (the Lack of) Workplace Privacy

Amazon received two patents on wristbands that can track the moment-by-moment actions of their warehouse workers. Amazon has not said whether they will use the technology in their warehouses but stated if they did, they would be used to improve th...

Has Apple Lost Touch With Its Customers?

I’m a great fan of Apple, and not just because I use their products. For years, Apple has distinguished itself as a company that knows how to build an emotional connection with its customers. Because of that connection, Apple claims legions of loyal fa...

Wells Fargo: They Should Do This

The Consumer Financial Protection Bureau (CFPB) meted out a $185 million fine that included a $100 million penalty to Wells Fargo in 2016 for their violation and abuse of consumer trust. The San Francisco-based bank, whose employees opened many fraudul...

Amazon’s Latest Experiment – Will It Work?

The new cashierless Amazon Go store is open for business in Seattle, and it could revolutionize the way we shop. At least that’s what some people think. Personally, I’m not so sure. Amazon Go is an 1800 square foot market, with a mix of prepared f...

Why Customers Make Strange Decisions

Imagine that you bought a ticket to see a play for $20. But when it’s time to go to the theatre you have lost the ticket. Would you buy another ticket for the show for $20? The reason I ask is that it is a significant economic decision and not everyone...

How We Make Decisions – Prospect Theory

Prospect Theory is the name of the concept developed by Nobel-prize winning professor Daniel Kahneman and Amos Tversky, who were the “Godfathers of modern decision science.” It describes the hidden influences that exist that drive our behavior—and they...

Troublesome Trends & Predictions for 2018

I am apprehensive about my industry. Having worked in Customer Experience since 2002, I may be too much of a purist. However, for a while now, I have been writing about the decline and dilution of the discipline of Customer Experience. From changing ti...

UK Scores Fall Whilst U.S. Rise – What’s The Problem?

Every time I go back to the UK I feel like I took a step back in time. The Customer Experiences I have in...

Nudges: Make Sure Yours Work!

Small changes, or nudges, having a big impact on people’s behavior is one that everyone in the behavioral economic community supports and heralds as...

What the Best Companies Do That Yours Doesn’t!

Many companies seeking to improve their Customer Experience (CX) understand the importance of putting the customer at the center of everything they do. Doing...

Make It Happen! Keep Your Holiday Shoppers Coming Back

It’s mid-November, and that means retailers’ annual holiday promotions are reaching a fever pitch. Discount department store Kohl’s will kick off Black Friday at 5...

Revealed! The Business Skill Most People Don’t Have

After my wife Lorraine and I ordered dinner in a restaurant the other night, I decided to have a glass of wine. Now, where...

It’s Essential: Understand Your Customer’s Habits!

We all have habits, good and bad. Few of us remember how they formed. Few of us know how to change them—especially those bad ones....

Worried? Is Your Contact Center Failing You?

Contact centers are often the communications lifeblood of a business. It’s where clients get the opportunity to talk to a ‘real person’, whether it’s...

Exploit Your Customer’s Senses!

Imagine you are in the waiting room at your dentist. You’ve had a pain twingeing at your back tooth for a few days now...

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