One of our podcast listeners, Jeanne-Claude, wrote about a problem he was having for a recent episode. I am writing about it here today because it is likely a problem some of you share. Jeanne-Claude’s problem is that his company offers a complicated product,...
Consumers do insane, possibly dangerous things when they feel a threat to their resources. In particular, highly commoditized resources we perceive as necessary for basic functioning. Unfortunately, panic buying shows that the difference between everyday life and...
Lately, my Customer Experiences have been lousy. At the beginning of the pandemic, I was more understanding when Customer Experiences weren’t great. However, 18 months later, my patience has run out, and organizations should have sorted things out by now. So,...
Our podcast encourages listeners to tell us about problems that they would love some behavioral science or practical insights into helping them solve. We call it “I’m in a pickle,” and it is about solving real-world problems with the principles we...
Is Customer Experience dying? Maybe it is. At the very least, Customer Experience is dying as we know it. I recently discussed whether Customer Experience is dying on LinkedIn Live with two other Customer Experience champions, Joe Pine, co-author of The Experience...
