I recently met with my financial advisor and learned my portfolio was riskier than my wife’s. That’s always been the case; I have always been the one taking more risks. Sometimes the risks I take pay off; sometimes they don’t. My good lady wife is...
Your customers are people and people’s behavior is complicated, especially as customers. Many psychological theories exist to help explain why people do what they do, and when those theories apply to how people behave as customers, they are called Behavioral...
I have always been surprised by the massive wealth of data in academia that doesn’t get used. The reason, I believe, is the language. The way academic research is written is like a reading a legal brief; it’s impenetrable. You come away from it thinking the person who...
I won some money at a Casino recently, an unusual outcome for me. It wasn’t a huge amount, but it was a nice windfall. Did I spend it on something practical? No. Save it? Nope. Give it to charity? Not a chance. I bought a fancy new fishing reel that I had my eye on...
I am concerned. I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood, a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening. The...
