Many organizations have called to tell us that their Customer Experience initiatives are not performing like they did. The results that were once skyrocketing have plateaued. They are surprised by this turn of events, but we are not. As global Customer Experience...
Each of us has a time when we decide and a time when we act. Once we act, we pass the point of no return on our decision. In other words, once we take action on a decision, we are less likely to change our decision—even when we run into challenges. It’s all a matter...
We all have habits. Some of them aren’t very good habits, either. But we have them, nonetheless. Many of them form without our awareness. We have habits as customers, too, and habits are powerful things, especially for Customer Experiences. We discussed this problem...
When I need work done at the house, I always get three quotes. I never go with the highest or the lowest, but instead, I choose the one in the middle. This shortcut, called Extremeness Aversion, helps me make an important decision—and it helps your customers make...
Pricing is fundamental to your business. It also has an enormous influence on Customer Experience outcomes. You should understand Mental Accounting as it pertains to customer behavior before you set the price and before you ruin how your customers feel about your...
