How much should we really trust customer feedback when emotions can change from one moment to the next? In this episode, Kati Whitledge sits down with social scientist, and the CCO for European Wax Center, Katie Mullen to explore the complicated relationship between human emotion, consumer behavior, and the feedback people give businesses. Katie shares why a negative rating may reflect far more than the actual customer experience—and why salon, spa, and beauty business owners need greater context before reacting to every piece of feedback. Tune in to learn how understanding the human behind the response can help you evaluate feedback more objectively and make better decisions for your business.
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