Just Apologize: The Psychology Behind Churn

In this week’s episode, Sarah interviews Consumer Casey about a very sensitive topic - why he churned from Nike’s ecosystem after being a loyal customer for 2 decades. We break down the psychology behind what happened, why he left, and the impact negative customer experience have on brands as a whole. We also dissect a study that shows you how to increase customer forgiveness by 32% using a simple psychology hack.

Source: https://app.sciencesays.com/p/apologies-work-better-than-compensation

Special Guest: Casey Levinger

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Thanks to Cytrus for the theme song, “Sky High” You can follow and find them on Spotify:https://open.spotify.com/track/1oKGDsxjRdQlf2xHLZsiSJ?si=8fbd275dbbb54cbf