Relying on customer surveys alone may mask poor service

Customer satisfaction surveys are ubiquitous. They blip into our daily lives after dental appointments, haircuts and calls with IT. For businesses, these short questionnaires are intended to provide feedback and make improvements.

Adding a 'decoy option' may give extra boost to crowdfunding

Imagine walking into an ice cream shop and scanning your options. A sugar cone with one scoop is $3. A second scoop comes out to $4, but for just 50 cents more, you can get a large waffle cone with three scoops. Some people ...

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