Oct
24

Good news or the bad news first?

PsyBlog has an interesting article on how people deal with good and bad news.

Firstly, about three-quarters of people preferred to get the bad news first. This is a consistent finding: most people prefer to end on a happy event rather than a depressing one.

When creating a customer experience you should make sure your customer is happy and confident throughout the process but focusing on delighting the customer at the end of your process will leave them with better overall feelings.

This is why some retailers offer coupons or discounts on your next purchase. Customers end on a positive note and have incentive to come back.

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