Customers. Are their brains with you or against you?

Throughout your life, five times every second, 300 times a minute, your brain, as well as everyone else’s brain, is continuously scanning the world around it to determine whether things are dangerous or safe. It happens in your subconscious mind all day and you don’t even realize it, and the determination makes a big difference, particularly in interactions with others. … Continue reading Customers. Are their brains with you or against you?

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Emotional Connection. It’s not that complicated.

Emotion has become the buzzword of the customer experience industry over the last couple of years.  The talk is about how to get customers emotionally involved and connected to business. As with most of these big buzzword business topics, there is a lot of discussion and theorizing about trends and complicated formulas involving data and … Continue reading Emotional Connection. It’s not that complicated.

You can make times of struggle easier if you just care a little.

Flying can be a hassle and airlines seem uninterested in making it easier.  They miss so many opportunities to differentiate themselves and provide a better experience that it would seem they have no interest in doing anything other than providing a commodity. Take this example.  I was flying to the east coast from California, and, … Continue reading You can make times of struggle easier if you just care a little.