I’ve studied human behavior for decades, examining how people respond to their environment as customers, employees, and leaders. Humans are amazingly resilient—for the good and bad. Even after facing disruptive events such as an...Read More

Mitigating the customer impact of COVID-19 will require steady brand leadership and empathy – learn what it takes to weather the storm and come out ahead on the other side. For brands and customers, we are living through an extraordinary...Read More

Given the current situation with COVID-19, businesses are facing uncertainty and have more questions than ever around the pricing of existing and new products. Typically, companies would engage in research (i.e. surveys, interviews and...Read More

In this rapidly changing environment, opinions, attitudes, and behaviors are evolving almost daily. Social Media Link has tapped our direct access to millions of consumers to keep a pulse on consumer sentiment throughout the COVID-19 crisis. Our...Read More

How do you stand out in the crowded insurance market? It’s a question that brands across the world are asking themselves, including Scandinavian giant Tryg.The rise of comparison sites in the last 5 years has seen the industry often reduced...Read More

“It is not from the benevolence of the butcher, the brewer, or the baker, that we expect our dinner, but from their regard to their own interest. We address ourselves, not to their humanity but to their self-love, and never talk to them of...Read More

Customer Care Managers are used to dealing with regular surges in demand. Most customer care centers (also referred to as contact centers) have an established process, planned months in advance to ensure they cope adequately and maintain...Read More

What is happening now in retail will determine the rules of the “New Normal.”Perhaps more than any other segment, retail brands came into the COVID-19 crisis in a particularly difficult position. Despite a decade-long economic surge in...Read More

Anytime we encounter events like volcanos, hurricanes, earthquakes and even pandemics like COVID-19, there’s a moment of pause. For many, it’s in our nature to want to assess the situation, gather information and then take decisive...Read More

Brands around the world have found themselves having to ramp up their digital efforts seemingly overnight. Here’s how brands can ready themselves for long-term success online...The sudden emergence and threat of COVID-19 has fundamentally...Read More