October 12, 2010 October 12, 2010Customer relationships and the primacy and recency effectThere is a concept in psychology called the serial position effect (also called the primacy and recency effect) that was first coined by Hermann Ebbinghaus. What […]
October 8, 2010 October 8, 2010How you think about complaints will determine how you deal with themHow we think and feel about things can go a long way to explaining how we behave. For example, if you don’t like sales or networking […]
October 5, 2010 October 5, 2010Thank you Richard Branson and Virgin Atlantic – The personal touch that creates brand advocatesMy Mum and Dad flew to New York on Sunday to go visit my brother and family. When I saw them on Sunday they told me […]
October 4, 2010 October 4, 2010Customer feedback – when is the wrong time to ask for it?This is a story of gaining customer feedback and when might be wrong time and place to do it. On Saturday, I was giving a talk […]