6 findings
Experience › Customer Service
Compensation raises repurchase intentions after a recurring failure the company causes, but not after a rare one or one it does not cause.
Experience › Product/Service Innovation
Investors value CPG firms more in years when they launch more new products, but only breakthroughs that give shoppers a new benefit are associated with returns above a normal return.
Experience › Customer Service
The service-profit chain has offsetting paths to loyalty and profitability.
Experience › Journey Management
Healthy eating nudges help people choose and eat more healthfully, especially by changing convenience or portion size.
Experience › Product/Service Innovation
Customers say they are more willing to use a service robot the more humanlike it seems. The association is strongest for robots that also seem lifelike, smart, safe, likable, useful, and easy to use.
Experience › Product/Service Innovation
Consumer resistance to AI varies sharply by label, autonomy, and use case.
Cross the framework