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Why “10” beats “Ten” in winning consumer trust
When it comes to numbers, how you write them can shape what people believe.
Can generative AI elevate hospitality without eroding the human touch?
Hotels, restaurants and destinations are experimenting with generative AI, from automated marketing copy to personalized travel recommendations. But in an industry built on human connection, the stakes are high.
Complex disclosures can backfire, even for sophisticated investors
Simplifying financial disclosures may do more than improve clarity. It could prevent a ripple effect of strategic inattention that weakens decision-making across entire markets.
When an empathetic chatbot can make things worse
After a service failure, customers expect empathy. When a human employee understands a customer’s frustration and shows they share that feeling, it can calm tensions and rebuild trust. But new research suggests that when a chatbot tries the same tactic, it can backfire.
Does it matter where you get a free sample? Yes, and the effects last
Free samples are everywhere, from grocery aisles to mailboxes to online sign-ups. But does it matter how you get one?
Quelling Burnout
The “quiet quitting” term began to make its way across social media early on in the pandemic, with some bragging, while others warned of, the act of doing the bare minimum requirements of the job. While the work was still getting done, much of the extra, unpaid labor was not.
Going the [Extra] Mile
The “quiet quitting” term began to make its way across social media early on in the pandemic, with some bragging, while others warned of, the act of doing the bare minimum requirements of the job. While the work was still getting done, much of the extra, unpaid labor was not.
How healthy food samples influence what you buy
Who doesn’t love free food samples? Whether it’s a bite-sized cookie or a granola bar, the food industry spends more than $1 billion annually providing customers with samples.
Industry pros love AI concierges, while hotel guests have reservations
Smart AI voice concierges are increasingly being deployed for routine tasks once held by hotel front desk staff.
Look smarter: Share your backup plan early
When you hire a doctor, mechanic or IT specialist, you assume they have a Plan B. But new research shows that when they reveal it can shape how competent they seem.