When consumers feel powerless about a situation, their attitude changes

I came across Dr Kristin Laurin’s work on rationalisation when she participated in episode 125 of the You Are Not So Smart podcast.   She found that people’s core beliefs change when they feel powerless about the situation that they find themselves in. This occurs via a process of rationalisation – i.e., we try to … Continue reading When consumers feel powerless about a situation, their attitude changes

When waiting is good for business

This week I came across an interesting counter-intuitive (for me) finding: slowing down service may improve the perceived quality of the product. Watching the video of Steve Souders’ presentation at Velocity 2013 (below), from about minute 3:08 onwards, I learned that: -       Designers of the Blogger platform installed an artificial delay between the moment a user … Continue reading When waiting is good for business