Beyond Philosophy
JANUARY 10, 2019
The answer is found in the concept of mental accounting, and it might have significant implications for your Customer Experience. We discussed how our mental accounting affects our behavior as customers in our recent podcast. How Mental Accounting Works. We have written about Mental Accounting before.
Beyond Philosophy
JANUARY 17, 2018
In both situations, you are going to spend more money than you thought you were going to for entertainment. These results, however, are the basis for an economic principle called Mental Accounting. Mental Accounting describes the situations where fungibility breaks down. Simply put, mental accounting works with emotions also.
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Beyond Philosophy
JANUARY 18, 2016
According to the YouTube Video , the family found the tech asleep on the couch in their entertainment room, using their son’s pillow for his head. United Airlines claims no responsibility for broken guitar despite eye witness accounts of baggage handlers tossing passenger’s guitar into the plane. But then they found him asleep again!
ShepHyken
APRIL 8, 2019
My Comment: My friend Steve Curtin, fellow customer service expert, shares an entertaining story about a problematic experience at a hotel restaurant. This comes as no surprise, especially if we take into account the rise in today’s customer-centric culture.
Beyond Philosophy
DECEMBER 25, 2017
Your customers’ emotional and subconscious responses to your brand account for over half of the total Customer Experience. Storytelling is a fantastic tool for entertaining and engaging both your customers and employees. Who Wins—Brand or Customer Experienc e? Understanding the Anatomy of an Interaction could be the key.
Beyond Philosophy
JUNE 25, 2020
You can have a brilliant, entertaining ad that’s concise and emotional for a product, but if people don’t remember it when they are making a buying decision, it failed. For example, when a customer has to repeat their account of poor service over and over, you are reinforcing that lousy memory and making it worse.
TechSee
SEPTEMBER 21, 2021
No longer are consumers watching news, entertainment, and sports over a limited number of channels at specifically scheduled times of the day. McKinsey reports that cablecos still account for more than 60% of all connected homes, with the key providers averaging an impressive 25% return on invested capital.
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