Category: business

What Can We Learn About Human Psychology from Conspiracy Theories?

The internet is great for some things – reading the news, looking up a definition, and staying connected with friends. Its also wildly entertaining. Does it get better than those w-t-f moments of over-shared Instagram memes and videos?

Yet, by nature, the internet acts as somewhat of a living, breathing organism. Human knowledge has become digitized. On a small computer in our pocket, we have access to a magical portal (aka Google) that answers any question imaginable. The way we process information is a continually evolving phenomenon as well. The human species use of the internet formed out of the wild-west-like arena of the early 2000’s to what it is now: a quite imperfect yet effective place where we spend so much of our daily lives. If you search the far-flung corners of the web, you undoubtedly stumble upon questionable content. Diverse ideas, extreme opinions, rabbit holes of detail about the most niche and specific topics.

In this post, we’re going to examine conspiracy theories. Of course, the existence of conspiracy theories, is nothing new or novel. For as far back into my childhood as I can remember, the History Channel has publicized conspiracy theories about aliens, the moon landing, historical events, etc. Specifically, this post will examine the “Flat Earth Theory” that seems to have quite a buzz on the internet recently.

After repeatedly hearing about this common conspiracy theme, I decided to dig into a few articles, videos, podcasts, and eventually deep into the trenches of Reddit to understand what people were talking about. I’m not quite sure how long ago the Flat Earth theory became such a viral internet discussion, but it seems like it re-emerged in the last two or three years.

Does it surprise you that the shape of planet Earth is a topic of discussion and debate? We’re talking about the object on which every human being who ever existed lived out their lives. The shape of the place that Carl Sagan described at a lecture in 1994 as a “pale blue dot”.

After looking into it, I can say beyond the shadow of a doubt that proponents of the Flat Earth theory (called a ‘flat earther’) are not true internet trolls. For the most part, flat earthers are not intentionally trolling anything – they genuinely believe that the Earth, in all its beauty, with all the international issues, and all the culture and scenic locations, is shaped like a flat plane.

Before diving in, it would be valuable to understand a flat earther’s point of view and mannerisms which will tell us a bit about their psychology.

Before even attempting to prove that the earth is spherical to a flat earther, a few key considerations are required. The challenge is due to the fact that the beliefs come from somewhat of a faith in skepticism. They possess a desire to believe that we are being deceived, if not a slight paranoia. To reason with someone who promotes an idea that is not backed by science, you cannot simply use scientific techniques as evidence. The only hope is to let emotions, passion, and other tendencies do the trick. Either that, or detach from any hope of convincing a flat Earther to believe anything aside from what they choose.

To see a flat Earth discussion first hand, listen to the first few minutes of the following interview between Joe Rogan and his good friend Eddie Bravo.

We can use the above interview as an example of how flat earthers think, and then apply these ideas to consider proving them wrong.

A few points from the video about how a flat earther thinks:

  1. Eddie Bravo, the guy who believes the earth is flat, ALSO questions the validity of tools like Carbon Dating. When talking about the source of his information on the subject, his response is “I’m looking on YouTube. I’m getting my stuff from YouTube”.
  2. He follows by saying “I’m having fun, its entertaining”. All three people in the video have smiles on their faces.
  3. “Figuring out how we’re being bullshitted. I love that shit.”
  4. All three people in the video possess abnormally high amounts of charisma, and speak quite eloquently, despite how silly or funny they may sound.

Based on the above statements, what can be inferred about flat earthers:

  1. The source of information is inadequate.
  2. A flat earth believer actually enjoys the subject. They want to believe that the earth is flat because they like the idea. Similarly, people WANT to believe that their life is meaningful, because they like the way that sounds.
  3. Beyond simple enjoyment, the flat earther possesses a true passion and biased love for the idea which they promote.
  4. However outlandish the guys’ ideas may be, the way they say it and how they speak captivates an audience. Their tone of voice, pace of speech, and body language entices the listener to want to know more about whatever it is they are saying no matter how outlandish.

Going further: The phrase “the earth is flat” sounds SO FAR-OUT that it tends to really grab and hold people’s attention. People love arguing, conflict creates passion, and a question of whether or not the earth is flat is easy to disagree with. The YouTube video I pasted above has over 2 MILLION views. Attention sells, and it pays well. The internet platforms on which flat earth theories are discussed incentivise content that gets more views/likes/ etc.

Do you really want to know what it would take prove that the earth is shaped like a sphere and not flat?

If so, then ask yourself the following:

“What made me interested in the flat earth debate in the first place?”

If you really go deep, your answer to that question will tell you more about human psychology than you may initially realize.

Whether or not someone on the internet wonders if the earth is flat or round doesn’t truly matter much. They’re not stopping the important things from happening. Humans still send rovers to Mars, and rockets into outer space. If anything, thinking about these types of questions keep a person’s mind occupied, and gives them some sense of a purpose, however questionable it may be. Also, its entertaining.

What happens when you engage in a discussion with a flat earther?

Misinformation, inauthentic references, fake news. But more importantly, what else occurs? Laughter. Entertainment. maybe even Fun. Sometimes the debate itself is what people love doing. And maybe, just maybe, a flat earther knows that they will never be short of attention and an absurdly hilarious conversation if they maintain their belief that the Earth is flat.

Have you looked at the horizon lately?

Is Virtual Reality the Future of Human Resources?

Virtual Reality is an umbrella term that comes in many forms: augmented reality, virtual reality, mixed reality, and extended reality. Each form of VR provides the user with a sense of immersion at varying degrees. When you factor in the possibility of sensory input beyond just visual and auditory, that VR continuum of possibility extends even further.

While the idea of experiencing a virtual world may sound like science fiction, virtual reality experiences in 2019 are very much available at the consumer level.

What About Enterprise VR?

Arguably, the best place to experience state of the art Virtual Reality is an industry in which most HR practitioners wouldn’t expect to find themselves: video games. In terms of VR tech, video game companies are like ultra-marathon runners in a 5K race.

Gaming devices such as Oculus, HTC Vive, or Playstation possess capabilities that dramatically outpace a layperson’s expectations. These VR gaming systems are so good that the technology is now being adopted outside of the game industry for which it was originally designed.

Human resources is just one of those places where VR is being adopted.

Although our focus is the enterprise application of VR for HR, I do recommend HR practitioners at least look into how video games have thrived with VR technology. Doing so will help understand a bit more about what to expect with VR for HR as technology improves.

Passionate human resource practitioners understand that at its core, HR is about a company’s most critical asset: people.

This post focuses on employee adoption of technology. An understanding of how employees adopt technology will help us understand how an enterprise VR implementation might go over inside an actual organization.

First, Put Yourself inside Your Employee’s Cube:

To begin, picture an office-style workplace environment. Within a cubicle or office, workers sit in ergonomic adjustable chairs. Often, desks move up or down, offering “standing desk” capability.

These employees do most of their work on a laptop computer. The laptop’s display is often extended to two or more additional monitors. Many employees wear expensive noise-cancelling headphones.

With LCD screens surrounding the field of vision and headphones drowning out distractions, the employee’s sensibility to the outside world is almost removed. They see and hear little outside of digital notifications. Lounging in an environment of comfort and focused knowledge work, the modern workplace has already become somewhat of a virtual world.

But let’s hope our employees don’t get too immersed in their cubicles, its important get move around the office. Innovations in interior design and office furniture give employees unique zones to conduct their business that didn’t exist years ago. Soundproof pods, for instance, allow the employees to make phone calls free of colleague earshot.

Employees Welcome Tech With Open Arms

According to bls.gov, the average full time M-F worker spends about 8.5 hours working per day. A 40+ hour work week means employees spend close to more time in the office during waking hours than they do at home.

Its no secret that newer technology tends toward more and more of an immersive experience. More immersive tech means we are more tuned-in to do our jobs; by-and-large, employees love it.

Say what you will about the addictive nature of internet access via cell phones and computers, as technology becomes available to employees in the workplace, you can be confident that it will be greeted with open arms. Employees adopt workplace technology at an alarmingly fast pace.

Curved monitors are now quite common in some offices; where there is an option, desks that lack curved monitors are abandoned. After experiencing newer and better technology, the former feels obsolete. Humans crave the new, the novel, and the innovative. Modern workers won’t stand to revert to a more elementary desktop display. This fact of human nature is exemplified nowhere stronger than in the location where we make our livelihoods: the workplace.

We can expect the office environment to become more immersive. Virtual reality – in whatever form you can imagine – will play no small role in this trend.

Best HR Focused Websites

A curated list of what we think are the best HR websites out there today:

hr.com/

hrtechnologist.com/

shrm.org/

eremedia.com/

tlnt.com/

peoplemanagement.co.uk/

hcamag.com/us

joshbersin.com/

thehrdigest.com/

hrexchangenetwork.com/

hrtrendinstitute.com/

humanresourcesedu.org/

hrci.org/

ihrp.sg/

ipma-hr.org/

shrmnorcal.org/home

hrmonline.com.au/

whatishumanresource.com/

hrchitect.com

elearningindustry.com/

talentlyft.com

td.org

Product affiliated sites that do have good blogs

empxtrack.com/blog/

sagepeople.com/about-us/news-hub/

hrdailyadvisor.blr.com/

hr.blr.com/

Have a website in mind that we missed? Let us know

Motivational Messages

We hope you find these thought provoking. Submit your favorite quotes here to be featured.

7/30/19
Its no longer a career ladder, its a jungle gym.

7/3/19
He took a reasonable care of his body’s health, not as one who was greatly attached to life, nor out of regard to personal appearance, nor yet in a careless way, but so that, through his own attention, he very seldom stood in need of the physician’s art or of medicine or external applications.
– Marcus Aurelius in Meditations

6/15/19
“The curse of mortality. You spend the first portion of your life learning, growing stronger, more capable. And then, through no fault of your own, your body begins to fail. You regress. Strong limbs become feeble, keen senses grow dull, hardy constitutions deteriorate. Beauty withers. Organs quit. You remember yourself in your prime, and wonder where that person went. As your wisdom and experience are peaking, your traitorous body becomes a prison.”
― Brandon Mull, Fablehaven

5/23/19
“In other parts of the world, kids–even in urban areas–play barefoot soccer from the time they can walk. In America, there are travel teams and team mothers and tournaments. It’s an organization, and until we see it as a street game, we’re [USA Soccer] never going to to get where we need to be.”
– Tim Howard, USA and Everton Goalie, Golden Glove – 2009 Confederation Cup Tournament ESPN Magazine, June 2009

5/16/19
“Before the development of tourism, travel was conceived to be like study, and its fruits were considered to be the adornment of the mind and the formation of the judgement”.
– Paul Fussel

5/9/19
“Going to the mountains is going home.”
– John Muir

5/2/19
“If you’re not working on yourself, you’re not working.”

4/25/19
“The earth snapped and popped and rippled. It was, Goldfinger thought, like driving through rocky terrain in a vehicle with no shocks, if both the vehicle and the (ground) terrain were also on a raft in high seas.”
– Kathryn Schulz, from The Really Big One, describing the earthquake to hit the Pacific Northwest.

4/18/19
“I’ve never made a record I liked”
– Buddy Guy, the New Yorker magazine

4/11/19
“My favorite part of my work is following my curiosity around the bend, over the next ridge, into the souk, hunting facts and asking questions, going where the story seems like it might be rich.”
– William Finnegan in Barbarian Days

4/4/19
“Only a dead fish goes with the flow.”

3/28/19
“You gotta grind. that’s where a lot of comics fuck up. they do it like once a week and they take a few weeks off, and then they come back and do it again. and they’re like how do you do it all the time? I’m like, cause I know how to grind, I’m a grinder”
– Joe Rogan

Accounting for Pollution: Garbage lasts Forever

You won’t hear an accountant mention pollution & accounting in the same sentence, but we are going to do so here, since we aren’t accountants. Garbage is what’s known as an economic bad, as opposed to most physical items, which are considered economic goods. Since garbage costs time and energy to remove, the possession of more garbage decreases the value of the one who possesses it. The phrase “throw it away” is misleading, comparable to fake news. Forget about diamonds – garbage quite literally is forever. We have nowhere to put it, so we resort to housing garbage in designated areas of our home planet Earth. As we continue generating this economic bad, garbage accumulation must result in a decrease in the value of planet Earth.

If you take a class in environmental science or search online, you’ll learn of the two rough categories of pollution:

Point and non-point source pollution —

Point-Sources

Point-source originates from a definite, identifiable source. Think of it as original pollution. Examples of point-sources:

– factories
– sewage treatment plants
– electric power generation
– oil & gas extraction
– oil & gas refineries
– coal mining
– coal fired power generation
– air pollution
– mobile sources & transportation (planes, trains, automobiles)

This San Antonio de los buenos pipe dumps over 20 million gallons of sewage into the Pacific Ocean every single day. Although the origin has been identified, there is nothing that has been done. A solution may cost hundreds of millions of dollars.

Humans, mammals, and creatures of every taxonomic rank experience pain. Illness affect us all, and each illness has the potential to reach a point of no return, at which point it becomes terminal for the organism. As of this moment, humans are inflicting a seemingly small amount of damage – analogous to an illness – on our earth via pollution. In an anthropomorphic sense, we are giving Earth a weakened immune system. It has the sniffles. As of now its not too late to get healthy. We can reduce the ill effects of pollution on our environment and atmosphere. And in doing so discover practices that promote a healthier Earth. Although not easy, we have to believe that it is possible. This is of utmost importance because if we aren’t careful, the small damages we are doing to earth may turn into something more serious. Its far easier to prevent lung cancer by refraining from smoking than it is to cure lung cancer after you get it. Likewise, it requires significantly more energy to clean up pollution than to prevent it. Prevention is better than clean up.

Non-point sources:

Non-point does not originate from a definite, identifiable source. It is a result of the diffusion of point-source pollution.

Run Off: Let’s look at an example. Think about the contribution of a cars in a city to non-point source pollution that accumulates on roads (let’s simplify by excluding air pollution from the equation).  in your city distribute substances (oil, gasoline, exaust, sludge, rubber, litter, debris, etc.) that accumulate on road surfaces. Individually, each car is a point-source. The aggregation of these chemicals being deposited by all 494,000 cars registered in San Francisco contributes to the category known as non-point source pollution.

Another example is runoff. The harmful chemicals that collect on any surface of earth, whether a road, parking lot, farm, originate at point-sources including cars, equipment, debris, agricultural materials, etc.

“When rain or melted snow moves over and through the ground, the water absorbs and assimilates any pollutants it comes into contact with.” (USEPA, 2004b)

Let us consider agricultural non-point sources, which are a result of the diffuse runoff that comes from the use of fertilizers, pesticides, or animal waste while growing crops and livestock.

Simple logic: to reduce the non-point source pollution that as a result of agriculture sources, we must stop it at the point of origin.

In this case, identifying each point source is too cumbersome and thus impractical… but we can paint a picture of what the point source associated with each non-point source generally looks like.

The pollution in the runoff example is the result of multiple locations over a period of days or weeks before rainfall, so you can’t pinpoint the exact source. Runoff is difficult to measure, identify, and control because it is the result of combined pollution sources that are received by the environment when water absorbs those chemicals which occurs over the entire surface of earth.

– land runoff
– precititation (acid rain)
– atmospheric deposition
– drainage
– leakage
– seepage (from underground storage tanks)
– hydrological modification (via rainfall and snowmelt)
– storm water runoff
– atmospheric deposition of contaminants, and
– storm water runoff from
– golf courses
– agricultural establishments
– forestry or construction sites

Acid Rain: Sulfur dioxide (SO2) and nitrogen oxides (NOx) enter the atmostphere when fossil fuels are burned at factories or by internal combustion engines. These chemicals can cause acid rain. Acid rain occurs when sulfur dioxide (SO2) and nitrogen oxides (NOx) reacting in the atmosphere with water; it then returns to earth as polluted rain, fog, or snow. Acid rain is considered non-point source. The originating source of acid rain are the multitude of point-sources sending smog into the atmosphere that combines with clouds.

After examining how we define point and non-point sources, logic will allow us to realize that by reducing all the point-sources, we will eliminate non-point sources of pollution from appearing. This of course does not include pollution that has already entered the atmosphere. What’s there is there unless we can do something to remove it. Reducing point sources of pollution will thus stop non-point sources of pollution from accumulating, but we will still have cleanup to do. However, for now, to make the largest impact, humans should focus efforts toward reducing point-sources.

Seems simple enough. But what happens when we try to track pollution to discover where it is coming from?

Can we track pollution?

It turns out that tracking pollution to a single source is difficult.

How can we determine the source of microplastics pollution, the material washing up on the far-stretching beaches of Zlatni Rat, Croatia? By first examining the materials themselves, maybe we discover that a large percentage of it is made up of specific types of materials – for instance, polystyrene (aka styrofoam).

Going with this example, after disposal, a piece of styrofoam will break up into 999,999 pieces pretty quickly. These tiny polystyrene particles may have come from a piece of packaging, part of a cooler, a styrofoam cup, you name it. We can consider existing ocean currents  in the Mediterranean and near Croatia to consider what may have sent it there. Because the Mediterranean is a semi-closed body of water, attaching to the Atlantic only through the strait of Gibraltar on the west and to the Red Sea via the Suez Canal on the southeastern side, we can hypothesize that microplastic particles existing there also originated there. The Mediterranean is more or less a closed system.

It is much more likely that the point-source origin is located somewhere along the coast of the Mediterranean sea. By narrowing it down, we can then try to estimate travel time to determine how long it may have taken to get from one place to another. We can think about ocean currents that may have sent it there. We can try multiple things to try to get a sense for where exactly all of the rubbish is coming from.

But ultimately, it is absolutely impossible to know where exactly plastics on the beaches of Croatia originated.

Scientists have categorized this as “non-point source” pollution because its origin is unknown. In a disorganized universe that follows the second law of thermodynamics, microplastics get lost in the clutter of the environment and atmosphere. Nobody can identify the source.

But these microplastics came from somewhere. So by convention, these pieces of microscopic polystyrene are considered non-point and separate from point-sources of pollution.

Non-point source pollution results from the disorganization and diffusion of all the point-sources of pollution combined through the environment. Non-point source pollution is “redundant source pollution”. Current technology is too incompetent to identify the point-source tied to every non-point source.

Accounting for pollution

In 1769, when James Watt patented the first steam engine. Voila, air pollution was amplified. With the growth of transportation technology as well as the human population since that date, pollution has progressively gotten worse as we’ve continued polluting the earth for at least 250 years.

Imagine for a second that we want to calculate how much pollution has ever occurred in the history of the world between now and forever-ago. To measure and account for quantity of those harmful substances in our environment, it would be helpful to differentiate between point and non-point because to avoid redundancy. Although an impossible feat in practice, to do so in theory, we would simply need to account for pollution arising from every single point-source in human history. By summing up pollution from each and every the point source ever, we would get an exact amount of total historical pollution (THP). We don’t need to factor in non-point source, because it would be counted twice.

(Point Source) + (Non Point source) > THP

THP is equal to the sum of all point sources of pollution from time = year 1700, to time = year 2018.

THP = ∑ (all point-sources of pollution) = Total Point-Source Pollution

Conclusion

Two broad types of pollution have been discussed briefly. When we consider which efforts will most greatly impact the future of humanity and help us create a clean, healthy environment, it can be hard to say which efforts are most effective.

The intention is not to say one category of pollution is worse or more benign than the other. The purpose is to identify the difference between pollution that has already entered the ecosystem, and pollution that is currently entering the ecosystem.

Before taking efforts to eliminate it, let’s realize there are different strategic purposes to reduction of each.

  1. The value in eliminating non-point source pollution: stop pollution from diffusing and spreading to new areas, and remove old, existing pollution from our environment. Pollution that is already there.
  2. Value in eliminating point-source pollution: prevent future pollution from entering out atmosphere and environment in the first place! Pollution that is entering the environment right now and into the future.

It is far easier to prevent a problem than it is to fix a problem.

In order to minimize human contribution to the pollution problem, humans must stop putting it into the ecosystem in the first place.

When calculating amounts of pollution, non-point source pollution has already been accounted for via the summation of all point sources. Point source pollution that has diffused throughout the environment can no longer be traced, so we duplicate it if we add them together. In theory, non-point source pollution is redundant and already accounted for, so we can essentially ignore it when accounting for how much pollution we create.

With enough thought and research, a point source can be broken down into its component point-sources. If you think you have a non-point source, ask yourself: What do I need to do to identify the original source?

Who has the power? The decision makers in the agriculture industry control what pesticides and fertilizers are used, as well as what happens to animal waste. In addition, every automobile manufacturer . on the business side of a a farm or agricultural facility. But as comsumers, we have the power to choose where our dollars go. Each dollar spent is like casting a vote for which business practices we will incentivize. If we purchase products that contribute to jit, we are playing our small but incremental role in the continuation of

For the future of our species, we must be focus on identifying point-sources in order to reduce the amount of pollution at its origin, rather than after-the-fact removal. If you are interested in discussing this further, please contact us.

The Simplest App Ever

We’re overwhelmed by information. How do we track all of this information?

In our Jobs, at School, in the News, on Facebook, on LinkedIn, when talking to friends. More and more I find myself receiving cool tidbits of info that I want to save & remember, or save and lookup later.

Which is the best app for keeping notes?

Its called Simplenote!

But seriously – have you ever used the Notepad on your phone? The yellow icon, kind of boring, doesn’t seem to do much at first.

iPhone notepad looks something like this:

Related image

It starts with list making, and quickly expands to ideas, thoughts, quotes, lists, to-do items, goals, plans, etc. You keep track of artists you’d like to hear, and one full of your favorite quotes. Before you know it you have to scroll two or three times to reach the bottom of each note in your app – and that’s a lot of data… data that is personal to you, and that you wouldn’t be thrilled to lose.

Need a great alternative to that but aren’t quite ready for Evernote? My recommendation is to download Simplenote, which can be found on the app store or online at https://app.simplenote.com/signin.

Image result for simplenote iphone

Created by Matt Mullenweg, the founder of WordPress, Simplenote, in the name itself, is an advertisement of truth. It actually is so simple, making for ease of use and speed when writing or creating.

Possessing a resemblance to like the yellow notepad app that comes standard on the iPhone, additional features of Simplenote include syncing across all of your devices. Stored in the cloud, and you can access your work from any browser on any computer or device.

I commonly check the notes I take on my phone, on my computer. Its great. When I’m on the go, I have a place to write down great information so that I don’t forget it. Once I’m at work or at my computer, I can easily view and edit those notes at my keyboard – whether that means turning them into a blog post, or checking off items on my to do list.

I’m excited to see if the app ever incorporates plug-ins.

Tactics to Retain Customers, used by Citibank

Towards the end of a flight from Kansas City to New Orleans, an attendant handed me a flyer with information about a credit card program. signing up for this, I would get 50,000 frequent flyer miles? So, I signed up for the AAdvantage American Airlines Citi Card. I just finished college and had started my first job, and as naive as I was with this being my first credit card, I knew enough to know never to miss a credit card payment.

I glanced at the fine-print terms; In addition to 50,000 frequent flyer miles, they gave 1% cash back, and had no annual fee for the first year, etc. The catch was a $95 yearly fee, after the first year. I figured I would cancel my account before the year was up, and by then would have already used my 50,000 free Frequent Flyer miles.

About a year later,

I figured I would go ahead and cancel my card to avoid the yearly fee, during the second year term. I got online, paid the monthly statement as usual, and ended up on the customer service website to cancel the card. There was a feature to chat with somebody, so I clicked to chat and was immediately connected with service rep named Malcolm. As we started the online chat, I started off by saying “I’d like to close my account” – he then kindly asked me why, and I wrote back “yearly fee”.

I’m sure Malcolm was trained to respond with the various other options that Citi had… he told me about them, but I just wanted to make sure I could cancel at this point. I simply repeated my question, “what is the process like to cancel?”

Malcolm gave me instructions to cancel, and then mentioned again that Citi valued me as a customer and had options that might better suit my needs. He told me a bit about the cards that offer cash back, with no fees. I was appreciative of the instructions, and intrigued with the other options that Citi has available.

Malcolm gave me the number to the Citi Credit Card 24/7 line, and I was quickly able to connect with a service rep, Dee-Ann. I told her my situation. She mentioned that if I closed my account, I might lose some of the Frequent Flyer miles that I still had saved up. I preferred to not. But I didn’t want the yearly fee. “That’s fine”, I said. Dee-Ann went on to explain that, if I decided not to cancel, they would be able to offer me a $95 credit to my account, essentially making up for the $95 yearly fee. She then went on the say that, once my account hit the official 1-year mark since being opened, I’d be able to switch over to a Citi Card that did NOT have a yearly fee. I’d also get to keep my Frequent Flyer miles, and maintain the same credit limit.

Exactly what I was looking for, all in one solid offer.

After the polite exchanges with both Dee-Ann as well as Malcolm, I *figured I would continue to be a Citi Bank credit card customer. I also *figure I could use the extra line of credit anyways, in case of emergency.

Recap: How they kept a customer:

1. Understand Customers

Both Malcolm and Dee-Ann took the time to understand my needs. I needed to maintain a line of credit, with no yearly fee, and wanted save my small amount of FF miles remaining. The solution they presented me solved all of these issues.

2. Invest in Customers

Had they not offered me a $95 credit, I would have cancelled out of principle. I mean there are just so many other credit card providers to choose from – why would I pay someone to be their customer? When offering a small $95 credit to make up for the yearly fee I’d be paying them, they got to keep a longer term customer. The value that I’ll likely bring them over the next months and years will make up that small credit in no time.

3. Quick Response Time

I was connected virtually instantly with Malcolm via chat, and only had to input minimal information on the automated phone system prior to being connected with Dee-Ann when I called in. Had I been forced to wait a long time or be placed on HOLD, I likely would have been too frustrated to even consider another offer with Citi bank.

Great customer service might just help your customers figure they want to keep being your customer. Everyone makes many small decisions everyday. Some of those decisions involve choosing who we work with. When choosing something like who to use as a credit card provider, those decisions are often based out of necessity, convenience, and finally, what feels right. Give your customers a true positive experience that meshes with their apparent needs, as well as unspoken desires and they will love you forever.