Red Bull’s growth is a masterclass in customer psychology — Since Red Bull launched in 1987, it’s sold more than 100 billion cans. Every year, it sells about 15,000 cans every single minute (that’s about 8 billion a year). Its logo is recognized around the world, not only on its cans but also on its Formula 1 team cars. But…

And a simple tool to help you beat it — A TikTok came across my FYP (For You Page) recently that illustrated one of my favorite sayings about behavioral science-powered customer experience: Watch what customers do, not what they say they do.

Here’s how to steal their approach — In 1997, Apple was 90 days from bankruptcy. But how Steve Jobs saved the company proved he was a master of customer psychology. Jobs returned as the head of Apple in 1997, 12 years after getting kicked out by his own board of directors and handpicked CEO John Scully. He’d…

Crack your customers’ psychology with salience — Have you ever spent weeks or months toiling over a marketing campaign, just to see it fall flat with customers when it goes live? “What went wrong?” your team asks themselves, disheartened (and maybe a little tipsy at the office Happy Hour). You might’ve missed measuring how attention-grabbing your marketing…

Make a great tool even better with a little psychology — One of the biggest ways learning about behavioral science impacted my work as a customer experience strategist was realizing that sometimes talking to customers can do more harm than good. Why? When customers are asked why they did something or if they would do something, their responses are clouded with…

What we can learn from Uber’s ethical mistakes — Available in 600 cities spread across 65 countries with more than 75 million users, Uber has become the default transport choice for many. The scale and speed of adoption have been incredible, and Uber cites its unique business model and experience as the drivers. But underlying their massive growth lies…

And how to use it to perfect your marketing and product design — Have you ever been shopping and put something in your cart just to think about it? You weren’t sure if you were going to buy it, but you wanted to walk around with it for a bit to see if your mind changed. …