Loss Aversion

Imagine this scenario: a colleague offers to flip a coin and give you $20 if it lands on heads. If it lands on tails, you give him $20. Stop and ponder; would you accept that bet? For most of us, the answer is no. Behavioral science experts Amos Tversky and Daniel Kahneman performed an experiment …

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Who Thanks Whom?

A recent article penned for Inc by Suzanne Lucas made the bold statement: “Dear Hiring Manager, Perhaps You Should Write the Thank You Note.” She continues: “The traditional thank you note is from candidate to hiring manager. That’s wrong… Just what are you exactly thanking the manager for? Taking the time to talk with you …

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5 Tips for CEOs: A Practical Guide to Hiring a Chief Experience Officer

Stephanie Thum and I had a great time collaborating as co-authors on this post. Stephanie is the founding principal of Practical CX. Read more about Stephanie here and follow me on Twitter here. Do a Google search for “Chief Customer Officer” and you’ll find almost every day that another company has hired their first, or …

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The state of the CX Profession in 2019 – A Recruiters Perspective

As I travel abroad and work across industries, one of the most common questions I get asked is “How do I transition into a CX role? I recently caught up with fellow CXPA member and CX Recruiting specialist Chris Rios, to hear the latest on CX recruiting trends. Chris reminds us of what it means to be …

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