CX professionals need to start by understanding their customers’ expectations for doing business with them because meeting and…
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Expectations Are The Key
A consumer makes about 35,000 choices a day. One every 2.5 seconds. Depending on the category and age…
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A Behind-the-Scenes Look at Consumer Behavior
It’s not always obvious why people make the decisions they do. If a customer buys a certain product,…
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Passikoff: The Little Black Dress of Loyalty
In life and loyalty, feelings are tough. I was doing some post-holiday shopping and saw this t-shirt online.…
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Passikoff: Winning at REAL Loyalty
Next week we’re releasing our 26th annual Customer Loyalty Engagement Index. How brands in different categories rank when it comes to…
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New Customer Behaviours and Upcoming Trends in the Retail Industry
The retail industry is currently undergoing enormous changes. Many factors play a role, the biggest one being the steady implementation of new technology.
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Passikoff: Bad Research = Bad Predictions. Again.
Making predictions about 21stcentury consumers (or voters) using mid-20th century research techniques generally results in misleading forecasts.
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