Joao Pereira highlights the hidden risk of the “silent middle” in customer experience — those who neither complain nor praise. This article explores the psychology of disengagement, why silence signals indifference rather than satisfaction, and offers concrete tools for CX leaders to detect and re-engage forgotten customers before churn happens.
This article argues that most loyalty programs are transactional bribes disguised as relationships, built on discounts and points rather than a true connection. Drawing on behavioral science and customer experience insights, this article critiques traditional schemes and offers a new path to loyalty through trust, identity, belonging, and purpose-driven engagement that adds real value to the customer-brand relationship.
This article explains why boredom, not dissatisfaction, is the real driver of customer churn. Drawing on behavioral science concepts like novelty bias, the hedonic treadmill, and Kahneman’s peak-end rule, this article shows how indifference erodes loyalty more quietly than bad experiences. With practical tools, a fictional airline case study, and strategies for designing surprise, meaning, and emotional resonance, CX leaders learn how to fight boredom and keep customers engaged.
How to Develop a Comprehensive Employee Experience Program to Boost Your Company Article source: https://www.eglobalis.com/how-to-develop-a-comprehensive-employee-experience-program-to-boost-your-company/ “Start with the needs of employees first. They may not stick around for long Share…