The review keeps working after the sale
People who read bad reviews before listening paid $17.29 to see a show, against $20.45 for people who read none. The review changes the experience, not just the purchase.
Marketing in 3 · Topic
7 issues of Marketing in 3 on Service, newest first. Each one explains a new peer-reviewed study in plain English, with steps to apply it.
No cashier, less kindness: the hidden cost of autonomous stores
Shoppers leaving a staff-free store pledged about 40% fewer volunteer hours than those leaving a staffed one. Why it happens, and three fixes.
When the front line all looks alike, some customers choose the bot
Facing all-White staff, 50% of non-White customers chose a digital kiosk, against 36% with non-White staff. What it means for service design and AI options.
Reviews close tourist traps and lift the hidden gems
After EU roaming fees ended, low-rated restaurants in Rome were twice as likely to close and high-rated ones sold 5.6% more. What reviews do to quality.
The AI negotiator that wins the deal and loses the relationship
An AI bargainer earned 39% of the pie against 33% for humans and seemed more human than people, yet every bot hurt how people felt about the deal.
Why weekend reviews are harsher, and when to ask for one
Weekend reviews carry fewer 5-star ratings and more 1–3 star ratings, across 33 platforms. Why it happens, and why you should ask for reviews on weekdays.
How to answer customers who praise you online
Replying to a 5-star review by downplaying the praise made 60.8% of people choose that business over one that repeated the compliment. Wording that works, and what to avoid.