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 Instagram: https://www.instagram.com/consumercasey/   Learn more at: https://www.tetherinsights.io/ Twitter: https://x.com/SarahLevinger Linkedin: https://www.linkedin.com/in/sarahlevinger/ Instagram: https://www.instagram.com/sarah.levinger/ Watch me on YouTube: https://www.youtube.com/channel/UCKwfjt_7PU5N_2fTfHemXXg   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