Author: Qaalfa

The Power of Give to Get: How Reciprocity Shapes Our Actions

Does it happen to you that you go to the supermarket and feel attracted to a promotional test sample stand where they promote a brand of cheese, wine, or cookies? And then when you taste the free sample that they give you, there’s an inner urge in you to buy that product. Not because the product is so good and different from all the other wines, cheese, and cookies that you normally buy, but because you feel a little urged [...]
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The Experience of Scarcity: creating urgency and exclusivity

A couple of weeks ago one of my neighbors bought a brand new car - Kia Stinger. As is customary with guys I congratulated him on the new acquisition and exchanged a few words about the car. It was a very brief conversation as we were just coming home with the two kids. What was interesting was, that from all the things he could have bragged about, he mostly spoke about that it was a limited edition car. “Only 1000 [...]
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Perspectives on the Starbucks beta-experience with Web3 and NFTs

Starbucks closed its Odyssey beta platform— a pioneering NFT-based rewards program, on March 31, 2024.  Odyssey was launched as an innovative extension of the traditional Starbucks Rewards in to the dynamic Web3 space. It promised unique experiences and rewards, such as NFT stamps and exclusive tours, emphasizing deeper engagement and community building.  However, its conclusion and the transition of its marketplace to Nifty Gateway (a leading curated marketplace for NFTs), invites us to ask what’s the balance between technological innovation [...]
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Sustainability Scope 3 – an opportunity for CX

CX professionals and sustainability experts should work together to improve the focus on Scope 3 emissions of their products and services. Scope 3 emissions are the result of activities from assets not owned or controlled by the business, but that the business indirectly affects in its value chain. But Scope 3 emissions are a contested domain too, as their exclusion from the SEC’s new rule about carbon disclosure of listed companies clearly shows. Many players are reluctant to include Scope [...]
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Rational vs Intuitive Systems: Which system are your customers using?

Think about the times you’ve been “of two minds” about something, whether it was about having a cake for dessert when you said to yourself that you’ll go on a diet or your gut was telling you not to trust that sales agent but the offer seemed of really good value? In all these cases our two minds are in conflict. People have been talking about the two minds influencing their thoughts and behavior since at least the days of [...]
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Purpose, Values and Employee Engagement

How does a business ensure that its people  are happy and willing to make that sacrifice for the greater good of the business?  It helps and perhaps is even necessary that they all share a common purpose. John Kotter and James Heskett, “Corporate Culture and Performance“, found that companies operating with a shared sense of purpose increased job growth by 700%, revenues by 400% and stock prices by 1200%. Bartlett and Ghostal outlined the basic philosophical shift that guides the [...]
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Winning by Losing: Loss Aversion and the Endowment Effect

People hate losing much more than they like to win and like to keep to what they already have. Learn how to use these. Imagine that you are a sales agent selling home insulation. You can talk to people about the benefits of insulation and that they can save 50 cents a day by insulating their home or you can frame your message in terms of losses and tell them they are losing 50 cents a day every day that [...]
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Human2outcome: “Educational Services Company of the Year” by Entrepreneur Magazine Middle East

Human2outcome (H2O) has been recognised as the "Educational Services Company of the Year" by Entrepreneur Magazine Middle East!  See it here. Why This Matters: This award is a testament to our unique approach in transforming mindsets, behaviors and journeys, essential for successful corporate transformation. Our philosophy at H2O is straightforward yet impactful: ·       Enlighten, Engage, Educate, Excite: We focus on enlightening leaders and employees, engaging them to actively push the transformation journey. ·       From Compliance to Belief: We help organizations move beyond [...]
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Human2outcome has 3 Independent Advisors of NPSx by Bain & Co.

Human2outcome now has 3 authorized Independent Advisors of NPSx℠, by Bain & Company: Jihane Tehini, Kuldeep Chouhan and Qaalfa Dibeehi.  They are also now official Bain Certified CX and NPS Practitioners (CCX). NPSx℠ has world-class tools, technologies, and training bringing together the best of Bain's customer-first thinking, packaged in a simple and accessible way. These tools help you and your CX team manage change, prove the value of you CX efforts and keep your employees engaged and well-trained. NPSx℠ by [...]
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The Sustainability Revolution Will Not Be Televised

Are we experiencing sustainability as a revolution?  In his book “Revolutions: a very short introduction”, Jack Goldstone points out that revolutions arise from a combination of structural and transient factors. Structural causes represent enduring, overarching trends that gradually weaken established social institutions and relationships over the long term. In contrast, transient causes involve specific events or actions by individuals or groups, which serve as catalysts, exposing the effects of these long-term trends and often sparking revolutionary opposition to mobilize for [...]
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