Category Archives: Customer behavior

You get what you pay for

We know it’s true, right? You get what you pay for. But finding a “deal” or cutting corners here and there can be fun, practical, or even necessary. Sometimes, though, not having learned that lesson leaves you (read: me) feeling … Continue reading

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JC Penney CX flop

JCPenney’s CEO Ron Johnson was recently ousted after 17 months on the job. He had tried to overhaul the struggling retailer’s CX by simplifying pricing, replacing cashiers with roving check-out staff, introducing designer and upscale products, and changing the name … Continue reading

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Tales from airline insider

One of the great things about attending business school in downtown NYC is the quality and breadth of speakers who come to campus. This week, Rick Zeni, formerly of US Airways and JetBlue, visited my Revenue Management class to talk … Continue reading

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Daily deals from a full-price customer’s perspective

I’ve previously shared my doubts about daily deals (Groupon, LivingSocial, etc.) and their bottom-line and long-term benefit for small businesses. Part of that was based on my own behavior as a user of those types of deals, as very rarely … Continue reading

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Russian taxis

In many parts of the world, tourists are urged not to trust “black” (unregistered, unofficial) taxis and instead to always request one from a reputable hotel. During a recent trip to Moscow, I discovered the reverse to be true there. … Continue reading

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Pricing tricks

Pricing is one of the most fascinating aspects of business. Behind pricing decisions are lots of careful calculations … both numeric and psychological. The latter owe to shoppers’ irrationality when it comes to prices. This SmartMoney article outlines five pricing … Continue reading

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Efficiency versus customer experience

In my post-business-school job, I’ll be spending A LOT of time on planes. As such, articles like this one about boarding times pique my interest. It turns out that, at least in simulation models and a controlled experiment, the way … Continue reading

Posted in Customer behavior, Customer service, Product design | 2 Comments