RBW Expert Opinion

Expert Opinion

Peer-reviewed research applied to the news of the day

Customer SatisfactionExpert Opinion

It Takes A Town

Water tower with sunset behind it.
B-to-B customers aren’t like retail shoppers. Here are eight ways to keep them satisfied.
Customer ExperienceExpert Opinion

Don't Let Me Down

Pug dog sitting in front of some treats on a table.
Think customers crave delightful extras? In fact, they report more satisfaction when firms simply avoid disappointing them.
LeadershipExpert Opinion

Under Pressure

Man holding his head
What happens when coercive leaders feel cornered?
Comic ReliefExpert Opinion

Up In the Air

Man contemplating whether to sell, renovate or rebuild his house after a flood.
How do you decide whether to sell your Harvey-drenched home?
NegotiationsExpert Opinion

Mad About You

Mad About You
How a dignified display of ire can add a positive glow to negotiations.
TechnologyExpert Opinion

Short Circuit

Group of circuit breaker boxes
Businesses like technology as a way to reach audiences quickly and nimbly. What could go wrong?
After HarveyExpert Opinion

Should I Stay Or Should I Go?

How do we make the best decisions when it comes to a flood-damaged home?
ReputationExpert Opinion

Star Search

Corporate reputation
Video: The difference between "celebrity" and "infamy" in the world of commerce.
ReputationExpert Opinion

Saving Face

Professor Anastasiya Zavyalova discusses PR crisis
Rice Business professor Anastasiya Zavyalova shares three tips for CEOs facing a PR crisis.
ReputationExpert Opinion

Flight School

United Airlines reputation
How United Airlines can change course.
Socioeconomic Status & ConsumptionExpert Opinion

Road Block

Closeup of road block marker
Since 1982 it has become harder and harder to stay in the middle class.