Restaurant guest experience depends on more than good food and quick service.

Does retail customer experience success depend on neuro-triggers? PIRCH says yes.

Customer experience can be sabotaged by coding decisions. These often can't be seen by looking at the web page or app. One has to observe real users going through the entire process to find these CX booby-traps.

Norwegian Cruise Line is in hot water, and not the spa kind. Starting in early 2026, NCL quietly updated signage and FAQs to ban shorts and flip-flops at dinner in six premium specialty restaurant venues: Palomar, Ocean Blue, Onda,…

Turning a chat request into a lead generation process adds friction and annoys customers.

Your website design may activate threat circuits in your customer's brain.

For ecommerce conversion, confused customers are never a good thing. A confused customer will be slow to order and quick to leave.

Learn how to make your value proposition appeal to your customer's reptilian brain and engage your audience, complete with examples.

No business intentionally ignores its customers. In fact, most managers think they do a reasonably good job of listening. But, if a customer feels ignored, big trouble lies ahead.

In my direct mail days, we used personalization whenever possible. Starting a letter with "Dear Roger" instead of "Dear Friend" responds better every time (if the recipient's name is Roger, that is!). A sweepstakes that uses a…