Consumer Psychology

We Think Firms Are Just Like Us, And That’s Not Good

Consumers view businesses as people and their transactions as zero-sum games. No wonder we think they’re are out to get us

friendly salesperson

Is Your Friendly Customer Service Backfiring?

Friendliness without friendship may undermine customer relationships

paying cash

Cash is the King of Pain

Brain scans tell the tale: paying with cash packs an emotional punch

Disney crowds

The Science Hiding in Mickey's Pixie Dust

Disney researchers decode consumer behaviour to discover untapped value

Sneaky Selling Can Backfire

Consumers rarely notice when manufacturers position their own salespeople in retail outlets. Those firms better hope consumers don't wise up

data eye

Don’t Buy What Surveillance Capitalism Is Selling

The endgame is to change people’s behaviour at scale and undermine self-determination

bar_codes_on_face

Privacy Privation: Searching for a New Data Culture

Want a more well-rounded approach to using customer information? Let the C-Suite grab the reins

Food Waste: Check Your Blind Spots

About one-third of food produced worldwide is wasted while millions go hungry. Research into consumer behaviour exposes the biases that undermine our good intentions

What I Wish I Had Known Then

“The story we’re looking for is a story of human behaviour”

Strategic Planning, Beyond Divvying Up Resources

Marketing strategy must begin with the question: What is the problem that consumers are trying to solve?

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