INSIGHTS You Want to Justify a CX Investment? Forget the Scorecards INSIGHTS You Want to Justify a CX investment? Forget the Scorecards Your CEO and leadership team don’t decide based on numbers Heidi’s story is not just for children. Heidi is close to the end of what...
INSIGHTS Human Cognition – Use loss aversion for effective CX communication BRIEF Human Cognition – Use Loss Aversionfor Effective CX Communication We humans are highly averse to perceived loss. Use this when communicating. Classical economic theory proved wrong Many...
INSIGHTS As the Saying Goes, There Are Lies, Damn Lies, and CX Data INSIGHTS As the Saying Goes, There Are Lies,Damn Lies, and CX Data Persuasion and the presentation of CX data “Hard to port, hard to port now!” Neutral does not exist. Context, also called ‘framing’,...
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