Hidden Brands

Brands are extremely powerful. Little else can evoke equivalent feelings of belonging, by connecting us with others, or separation, by differentiating us from the masses.  Those Nike kicks. That Gucci bag. The newest iPhone. Brands make the statement, “Hey! I have this thing…and it’s really exclusive, or expensive, and associates me with a certain group […]

The Psychology Behind Software Customer Support

photo by gisellecfernandes   Social Rank has a great blog post about customer support and perception vs. reality. The post references the Customer Satisfaction Equation, brought to light by David H. Maister in his brief article on the topic titled “The Psychology of Waiting Lines“. Unlike most academic publications, this eight page article cuts right to the point. As a leader […]