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?

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.

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.

I am of the belief that no company that makes mayonnaise has ever used their product.  If they have, do they have a magic formula for getting all of the mayo out of the jar?  Maybe you don’t have a problem with it but I struggle when I get to the end.  I simply cannot … Continue reading The Customer Perspective and the Mayo Jar