A selection of articles and essays on consumer behaviour, research, and decision-making.
While no longer updated regularly, this archive reflects some of the themes and thinking behind Philip’s work.
Meeting a Murderer
The man walked onto the station platform very casually. Most of the other people around me paid him little or no attention at all, but I found my eyes drawn back to him repeatedly. In fact, I had to work hard to make sure that he didnR…
Gimme Some Money
Ok, I admit it. This blog has nothing to do with consumer behaviour. I tried to tie it in, honestly I did, but it would have been so tenuous, it’s better to come clean and say this is really all about a great night as a consumer of …
Consumer Behaviour Website Make-Over
You know how it is, you think about something for so long that it gets harder to do it not easier! Today I had a couple of hours free and decided to tackle the long overdue consumer behaviour website make-over. Of course, once I got starte…
Consumer Behaviour: Price is Not What it Seems
When it comes to understanding consumers it’s always important to consider the issues from a rational perspective, and then completely ignore what you conclude. Why? Because consumer behaviour isn’t, for the most part, rationall…
Customer Satisfaction: Out of the Mouths of Babes
Continuing from yesterday’s post it seems my customer satisfaction is developing into a series. I really appreciate the questions and comments, I sense an eBook coming on! Today’s gratitude is due to babysitting maestro Lisa Mc…
Customer Satisfaction Measurement: The Myth
Following on from yesterday’s post, fitness expert Daryl Pace asked: That a customer’s answer to a satisfaction survey depends upon the context in which the questions were framed, as well as other possible factors, does seem to make s…
Customer Satisfaction: Why It’s not Worth Asking
In my recent (very short) consumer behaviour video I made a reference to how unhelpful it can be to ask someone how satisfied they are with their consumer experience. My point was that, given you don’t know what frame of reference so…
Why it Matters That You’re Thoughtless
With so much consumer behaviour, not to mention human behaviour, happening at an unconscious level, it’s all too easy for something that you say or do to not register in your own consciously accessible memory as significant. One frien…
Stupid Consumers
A couple of conversations recently have highlighted just how stupid consumers often are. Case in point, me. I like to think I’m reasonably capable, astute, switched on, together. But that’s just what I like to think. You see, I&…