Neuromarketing readers are by now familiar with the idea of "buying pain" or "pain of paying" - when we buy something, the pain center in our brain can be activated. Work by Carnegie Mellon's George Loewenstein and others shows that this…

"About 95% of all thought, emotion, and learning occur in the unconscious mind - that is, without our conscious awareness." -Gerald Zaltman, in How Customers Think This is a basic premise of almost everything we write about here at…

One of the great buzzwords in recent years has been "customer engagement," generally taken to mean how emotionally involved customers are with a product or brand. And, whatever one calls it, having customers who not only are satisfied with…

In conjunction with my new book FRICTION, I'll be focusing on bad user and customer experience. You can join the fight against friction by reporting your examples of forms that fail, processes that are poorly designed, and more!

Sensory marketing is possible for intangible products, services, and ideas. Here are examples from Friction by Roger Dooley.

A century ago, Edward Noble sold billions of Life Savers in a few years with a different approach to marketing mints.

Understand how customer brains work - these are the most important cognitive biases for e-commerce marketers.

It appears that United Airlines has stopped using a classic decoy pricing approach for in-flight wifi options.

Coffee aromas can increase arousal and cognitive performance.

Positioning and branding are often confused, but for branding to be effective it's critical to get positioning right first. That takes logic, not emotion.