What I'd Like to Say to Oscar Munoz

What I'd Like to Say to Oscar Munoz

Airline travel could be so much better if the communication from the airline better matched our travel decision timeframe. Wouldn’t it be great to get an email announcing there’s a 95% chance you could volunteer your seat arrived the night before you were to fly?

The Dog That Didn’t Bark

The Dog That Didn’t Bark

Behavioral sciences are revealing new ways to solve problems and many of the solutions are counter to what we used to consider intuitive. Even with the evidence, our “rational thinking” discounts some of these solutions much like the the Scotland Yard detective discounted a silent dog at a murder scene in Sir Arthur Conan Doyle’s, The Silver Blaze.”

Bigger Stones, Bigger Happiness

Bigger Stones, Bigger Happiness

Individual happiness is informed by how we perceive ourselves in comparison to others. However, that information is asymmetrical. In other words, I have very detailed information on my own life but only vague impressions of your life. But that doesn't stop us from comparing. See how we can address asymmetrical perceptions in the workplace. 

Don't Short Sheet the Rewards Catalog

Don't Short Sheet the Rewards Catalog

The brand experience in loyalty programs has many points of influence. One significant point is the rewards catalog. Participants' opinions of the loyalty program are heavily influenced by their experience with the rewards catalog. This article highlights the 4 things to keep in mind when building a loyalty program awards catalog.