The Reliable Coffee Shop Effect A person walks into a cafe they have visited a hundred times....
customer loyalty
The Hidden Magic of Being Easy A customer once spent forty minutes on hold with a company...
# The Magic of Showing Up Exactly the Same Way Every Time A local bakery down the...
The Hidden Cost of Being Annoying A customer once spent forty-five minutes on the phone trying to...
The Secret Comfort of the Familiar Shop A customer walks into a store, looks around for three...
The Invisible Glue of Big Decisions A customer is staring at a "Buy Now" button. It is...
# The Myth of the "Perfect" Customer Experience A customer once called a small shop because they...
The Hidden Math of a Friendly Face A new customer walks in. They ask a dozen questions....
The Broken Toaster Problem A few months ago, a colleague of mine bought a brand-new coffee machine....
