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Customer ExperienceCustomer Experience
+3+3
Case study: Closing more sales in videocalls
Feb 19, 2026
Premium

Case study: Closing more sales in videocalls

Increase sales during calls when you optimise your background, your body-language, your look, and how you speak.

Thomas McKinlay
Thomas McKinlay
Customer ExperienceCustomer Experience
+1+1
Don’t overestimate your customers' satisfaction
Feb 16, 2026

Don’t overestimate your customers' satisfaction

Managers often wrongly estimate customer satisfaction and underestimate the impact of product quality on satisfaction by up to 31.6%.

Thomas McKinlay
Thomas McKinlay
Customer ExperienceCustomer Experience
+3+3
Ask users to register at the start (not the end)
Jan 27, 2026

Ask users to register at the start (not the end)

Prompt people to register at the start of their shopping experience (not at the end, or at checkout). They will be more likely to do so, and later spend up to 13% more.

Thomas McKinlay
Thomas McKinlay
Customer ExperienceCustomer Experience
+2+2
Let people keep their returns
Jan 20, 2026

Let people keep their returns

When customers want to return a product, refund it while letting them keep it. They will be up to 2x more likely to buy again.

Thomas McKinlay
Thomas McKinlay
3-min marketing recommendations from the latest scientific research. Join 30,000+ marketers, for $0.

Science Says

3-min marketing recommendations from the latest scientific research. Join 30,000+ marketers, for $0.

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