Apr 28, 2018
Colin Shaw and Professor Ryan Hamilton discuss how customers make complex decisions, even when they don't really understand what they are doing or how they can make a decision. Find out what you can do to understand this and what you can do to design a great customer experience.
Apr 21, 2018
Once customers move from planning to implementation, they pass across a metaphorical Rubicon. People justify their thinking and it is then difficult to change their decisions. How do you recognize this and what can you do?
Apr 18, 2018
Facebook is a glimpse into the future for most businesses. Colin Shaw and Professor Ryan Hamilton discuss the recent controversy and the implications. What can we learn from the Facebook scandal? What are they doing with data? What action should we be taking?
Apr 14, 2018
Why are you getting so many complaints? What are the hidden reasons customers complain? How can you identify what the hidden reasons are and reduce the number of complaints you receive?
Apr 7, 2018
Why do customers ask for multiple competitive quotes? When they get them how do they decide what to buy? Customers have a natural tendency to avoid extremes. How can you use this to your advantage?