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Be Better by Being Wrong!
I don’t know anyone who would want to be wrong. Our culture is wired with a deep, primal need to always be right, which leads us to deceive ourselves into believing we actually are always right, which again leads us to believe that everyone else is wrong. (Wait… WHAT??!?) Normally, one would think this is [...]
Posted: February 23rd, 2009 under Behavioral Research, Customer Experience, Customer Retention, Ramblings, Standing Out.
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Setting the Right Expectations
I recently vacationed at a beach resort in Mexico. Before leaving, I was stressed, tired and a little bored. I didn’t really plan the trip beforehand, so I just hoped to have a clean place to sleep and relax for a whole week. Once in Cancun, I rented a crappy car and stayed in a [...]
Posted: June 1st, 2007 under Customer Experience, Customer Retention, Standing Out, Usability.
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