RBW Expert Opinion

Expert Opinion

Peer-reviewed research applied to the news of the day

Q&AExpert Opinion

Danger Zone

Medical mask graffiti
Why did areas that voted for the president worry less about COVID-19?
Institutional CrisisExpert Opinion

Soul Search

Man walking down a forest path
What questions should you ask when a faith institution fails you?
LeadershipExpert Opinion

Changing Of The Guard

Guards standing outside of a stone building
Why hiring women for jobs left by abusive men gets everyone back on track.
Reputation MangementExpert Opinion

Crisis Of Faith

Group of tea candles burning
What is behind the ongoing scandal first exposed decades ago?
TradeExpert Opinion

Playing The Long Game

U.S. flag made up of painted baseball bats.
Why President George H.W. Bush went to bat for NAFTA.
Social Media Expert Opinion


Storm clouds over a city
What’s at the heart of campaign word storms?
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?
Donation BehaviorExpert Opinion

Back To Basics

Homemade bread and butter
As the list of customer metrics grow, which ones indicates financial growth, and which are just a fad?
Nonprofit ManagementExpert Opinion

School Spirit

Children looking out of the windows of a school bus
What for-profit businesses can teach nonprofits about customer satisfaction.