BUILDING A VISIONARY COMPANY REQUIRES 1% VISION AND 99% ALIGNMENT
Follow us on TwitterMy Tweets
- Weak Emotion: Is Customer Satisfaction Strong Enough to Increase Brand Loyalty?11th May 2019 - 10:39 am
The late Robert Plutchik was perhaps the leading expert on emotions. He theorised that each basic emotion has a counterpart. Thus, surprise is the opposite of anticipation and fear the opposite of anger. Moreover, emotions vary in intensity, from very weak to very intense. Thus, anger goes from annoyance to fury. Joy goes from serenity to ecstasy. Human behaviour, in spite of logic, is almost always linked to an emotional response.
- Fake News: How Distrust is Killing the Customer Experience2nd May 2019 - 1:45 pm
When Tim Berners-Lee invented the World Wide Web 30 years ago, he could not possibly have foreseen the immense benefits his creation would give rise to. Without question, every one of us has gained enormously from the web’s existence. As customers, our primary advantage is the balance of power swinging towards us and away from the suppliers.