Articles
While it’s commonplace to observe customer behavior in branches and in-store, it's a new practice online.
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We remember things not as they were, but as we were. How can we leverage emotions to create vivid and positive online experiences that our customers remember?
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How can you tell whether a digital customer’s experience was really “fine” or just “fine”? Apply the principles of conversational analysis to the interaction.
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“… people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” — Maya Angelou
“It was scary at the beginning, then it was funny and really cool,” my five-year-old answered, when I asked what she thought of
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