Melina Palmer - Surprise and Delight: Unlocking Customer Loyalty with Simple Strategies

Tune in to hear:

- What are some of the psychological mechanisms that make our vision of ourselves so cloudy at times?

- If Melina hoped to draw out a deeply personal answer to the question “what are your financial goals,” how would she go about constructing the question?

- What are the hallmarks of a psychologically sophisticated brand and what is the psychological impact of this authenticity?

- What is the “surprise and delight” approach and why isn’t it more ubiquitous in customer service and UI design?

- How can we protect ourselves against being on autopilot as consumers? How do business owners encourage getting their clients in this kind of groove?

- How is pricing strategy a lot more complicated than it seems on the surface?

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