Category: CX
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Plan Backward, Win Forward: Resources for Strategic Thinking and Backward Induction
“Most teams plan forward and hope for results. Backward induction makes outcomes intentional.” If you want to stop guessing and start achieving, backward induction is the strategy you need. It’s about defining the end goal first and then mapping the steps backward to ensure every decision aligns with that outcome. This approach transforms strategy from…
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🎯 Reverse Engineer Your Success!
Backward induction brings intention to CX strategy. Instead of pushing initiatives forward and hoping they stick, start with the outcome you want and work backward to make every decision support it. 🔹 Clear goals = predictable execution. Define success first, then reverse‑engineer the steps to get there — replacing guesswork with a disciplined, outcome‑driven roadmap.…
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How the Priming Effect Can Transform Your Marketing, Research, and CX
If you’ve ever wondered why some marketing campaigns seem to just work while others fall flat, the answer often lies in a subtle psychological lever called the Priming Effect. From email marketing to customer experience, understanding and applying priming can dramatically improve engagement, conversions, and perception. I’ve explored this topic across multiple formats—case studies, articles,…
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Case Study: Primed for a 73% Win — How Consistency and Cultural Resonance Transformed Email Marketing
Challenge: One offshoring client had a strong email list built from trade shows and direct requests, but they weren’t using it effectively. Sporadic sends, product-heavy subject lines, and emails with no clear CTA led to open rates around 10–15% and click-throughs that were effectively zero. Action: I started by building their website from the ground…
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Unlocking Growth Through Empathy, Communication & Cognitive Diversity
In today’s fast‑moving business environment, the difference between companies that stagnate and those that soar often comes down to something less tangible than budget or talent alone: how people think, communicate, and empathize. When teams embrace cognitive diversity — a mix of different perspectives, life experiences and thinking styles — and back it up with…
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Case Study: Unlocking Growth Through Empathy and Cognitive Diversity
A Japan-based travel company faced declining revenue in a saturated market. Traditional marketing tactics weren’t enough to differentiate. The leadership team embraced cognitive diversity — bringing together voices from product, customer service, marketing, and accessibility advocates. By reframing the customer journey through empathy, they uncovered overlooked barriers for travelers with mobility challenges. The pivot included:…
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The Decoy Effect: Your Pricing Table’s Secret Superpower
Want customers to “magically” pick your premium plan every time? It’s not magic. It’s the decoy effect in action. One cleverly placed, slightly-worse option shifts perception and quietly steers choices toward the tier you actually want to sell. (Think: small popcorn $4, medium $6.50, large $7 → everyone grabs the large.) Master this one behavioral…
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The Best Customer Experiences? The Ones You Don’t Expect
Ever had a hotel staffer pull your car around at 5 a.m. just because they noticed your early flight—turning a groggy morning into pure gratitude? That’s “surprise reciprocity” in action: the unexpected kindnesses that hijack your heart (and wallet) far more than scripted perks ever could. A fresh CMSWire gem unpacks how these off-script moments—from…
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The Hidden Power of Choice Architecture in Customer Experience
Ever wonder why you almost always pick the “recommended” plan, tip the suggested amount, or grab the large popcorn without thinking twice? It’s not you — it’s clever choice architecture. A sharp new CMSWire article explains how defaults, decoys, and smart nudges (now supercharged by AI) quietly shape decisions and power smoother, higher-converting customer journeys…