Jan 27, 2018
Colin Shaw and Professor Ryan Hamilton examine the question: Why do customers change their minds? What makes a customer change their minds when they have been so certain the day before? Critically what can we do about it? Ryan discusses research by psychologists that give us some clues, and pointers for improving your...
Jan 20, 2018
Colin Shaw and Professor Ryan Hamilton discuss how customers make intuitive and rational decisions. We learn that sometimes these can be in conflict with each other. It is important that you understand which system your customers are using.
Jan 13, 2018
Colin Shaw and Professor Ryan Hamilton discuss how customers evaluate your organization. They do so buy looking at the interactions they have, but this is also affected by the 'Halo' that you project. What does this mean for your organization? How can you use this to improve your Customer Experience? Evaluate the people...
Jan 4, 2018
Colin Shaw and Professor Ryan Hamilton discuss how customers use 'shortcuts' to make decisions. Learn how you can use this to improve your Customer Experience. They also discuss how customer decisions are affected by how many times they see things.
Jan 4, 2018
Colin Shaw and Professor Ryan Hamilton discuss the fact that we all think that we make logical decisions but the reality is we don't. We are irrational, customers are irrational. What should we do about this?