Customer Service Lessons: Amex

Amex

Credit card companies are notorious for offering abysmal customer service. Year after year the credit card industry ranks among the lowest in customer satisfaction. As a result, cardholders condition themselves to expect very little from a market dominated by under-performers.Standard practices are so bad it’s laughable (and extremely depressing):Long call center wait … [Read more...]

How Placing a Fly in a Urinal Might Be Just What Your Business Needs: 7 Awesome Nudging Examples

A lego guy getting pushed off a cliff

Dan Ariely's popular book, Predictably Irrational, as well as Richard Thaler & Cass Sunstein's Nudge are a pair of books that opened the eyes of many to the world of nudging. By leveraging behavioral economics and choice architecture, we are able to use subtle 'nudges' to influence the decisions people make.If you are unfamiliar with the term nudge, it is a subtle push … [Read more...]