Dec 26, 2020
This is the Most Significant Thing We Learned in 2020!
Like many people, we are not sad to see the year 2020 slip into the past. We look to ringing in the new year with happy anticipation of better things to come. With a vaccine headed to us all and a new appreciation for what we share when things are “normal,” we...
Dec 19, 2020
Designing Country Culture into Your Global Experience
A dull and awkward presentation in Singapore many years ago taught me an important life lesson: One must know the local culture when presenting an experience to people to evoke the desired response. In this case, I didn't realize it was going to be different to...
Dec 12, 2020
If the Stress Is Becoming Intolerable, This is What to Do
If there is one thing 2020 has given all of us, it's a lot of stress. Coping and managing stress is a skill leaders need to relieve the pressure in their lives and help employees manage their stress so they don't pass it on to customers.
I often say, Happy...
Dec 5, 2020
The Five Rules for Measuring and Managing Customer Emotions
A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science.
Ignoring emotion in your Customer...
Nov 28, 2020
Retail is Broken: This is the Solution
Some might say that retail is dead, another victim of COVID-19. However, I would argue that it is merely changing but far from finished. The pandemic has hastened changes to physical and digital retail experiences and customer behavior. Still, organizations that recognize and...