For years, I have talked about the emotional context of your experience both from the emotional state your customers bring to it and the cues your experience provides to them. New research reveals other important factors affect people’s emotional perception of...
Imagine the power of being able to predict your Customers’ behavior. It would mean that you can design an experience that plays into this behavior and creates an excellent Customer Experience that drives $$$ for you. However, reliably predicting your Customers’...
Changing your culture is never an easy task. Your culture is the way it is because of the way the organization is. So if you are trying to change it, you are going to have challenges—especially if you forget these three essential steps. Incenting the behavior you...
The internet puts a world of knowledge at our fingertips. So it might surprise you to learn that we actually think we know less if we have access to answers online. At least, that’s the finding of a new study. The study divided participants into two groups, one with...
Conventional wisdom says that a product priced at $99.99 will seem less expensive than a product priced at $100. Researchers have also found that a precise price, like $99.37, is more believable and appears to offer a greater value than a round price like $100. Based...
