The Psychology of CX 101: Master The Hidden Drivers Of Customer Behavior

Small choices. Big shifts. This book makes customer psychology usable for real impact.- Nir Eyal,best-selling author of Hooked: How to Build Habit-Forming Products---Ever wonder why customers abandon their carts over a $2 fee—but pay $6 for coffee without blinking?The answer isn’t in your funnel. It’s in their heads.InThe Psychology of CX 101, customer experience expert Mark Levy delivers a practical field guide for understanding—and designing for—the real psychology behind every customer decision. With 25+ years in CX, Levy shows you how simple behavioral tweaks can drive massive impact.Inside, you’ll get:✔️101 bite-sized psychological principlesyou can apply today✔️ Real business examples (from Apple to Zoom)✔️ ROI-focused tactics to reduce churn, increase trust, and boost conversions✔️ A complete measurement system to prove psychology works—even to skeptical execs✔️ A powerful framework for designingAI-poweredexperiences that feel human, not robotic✔️ A built-inethics guideto avoid manipulation and build long-term loyaltyThis isn’t theory. It’s a playbook for CX professionals, marketers, product owners, and support leaders who want to build journeys that feel natural, trustworthy, and emotionally intelligent, even in an AI-first world.Whether you’re fixing friction, launching a new feature, or making your chatbot less... creepy—The Psychology of CX 101will help you create experiences that customers don’t just use, but love, remember, and recommend.Perfect for:CX professionals at all levelsUX and product designersAI/automation teamsDigital strategists and growth marketersCustomer-centric execsIf your business touches customers, this book touches your business.Here's what the experts are saying about The Psychology of CX 101:Psychology that makes CX unforgettable–Bill Price, Amazon’s 1st WW VP of Customer Service & co-author ofThe Frictionless OrganizationandZero ComplaintsEvery CX leader needs this book–Shep Hyken, New York Times Bestselling Author ofThe Amazement RevolutionWant to read a book that will change