NOW AVAILABLE
101 Psychology-Backed Plays to Reduce Churn, Increase Trust, and Prove ROI - No Guesswork
Actionable strategies from a CX leader with 25 years’ experience at top brands
"Small choices. Big shifts. This book makes customer psychology usable for real impact."
- Nir Eyal, bestselling author of Hooked: How to Build Habit-Forming Products
Discover how this book can transform your CX strategy in under 60 seconds
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The Psychology of CX 101 is endorsed by industry leaders
Sound Familiar? You're Flying Blind.
Ever feel like you’re just guessing?
Following playbooks and launching features, but customers go silent.
Loyal customers disappear without warning.
Support team burned out by repeat issues.
Feedback surveys, reviews, complaints never stop, and it all blurs together.
Always patching symptoms instead of fixing root causes.
The issue: Human problems need human solutions.
Stop Guessing. Use psychology to reduce churn and prove ROI.
Ready to decode your customers’ behavior?
See why some customers churn after a tiny issue, while others stick around and sing your praises.
Get the “why” behind every action, complaint, and compliment.
Start creating experiences that feel genuine and memorable. Build loyalty and drive measurable growth.
The Psychology of CX 101 is your action-first guide - 101 principles you can use today.
Inside, You’ll Get
📘 101 Bite-Sized Principles You Can Apply Today
No theory, just action. This isn't a textbook; it's a toolkit. Find a powerful insight in five minutes and use it the same day to solve a real problem.
🛡️ Built-in Ethics Guide
Use psychology for good, not evil. This guide shows you how to build deep, lasting trust and avoid the creepy, manipulative tactics that kill customer loyalty.
💬 Real Business Examples
(from Apple to Zoom)
These are proven strategies, not just ideas. Learn the exact psychological principles used by iconic brands like Apple and Zoom to win their markets.
🤝 Human-Centered AI Framework
Make your AI more human. This future-proof framework teaches you how to use technology to connect with customers, not alienate them with robotic experiences.
📈 ROI-Focused Tactics
Every principle is tied to the bottom line. Learn proven tactics to directly reduce churn, increase customer trust, and drive measurable growth.
🎯 Measurement System to Prove It Works
Get buy-in from the top. This gives you the data and language you need to prove the value of your work to even the most skeptical executives.
If you’re responsible for winning and keeping customers, this book is for you
✅ CX leaders:Prove ROI, boost retention, and keep customers loyal.
✅ Marketers: Drive conversions and cut acquisition costs.
✅ Product managers: Build stickier products—no dark patterns.
✅ Founders: Lock in loyalty and stop churn from day one.
✅ Teams: Get aligned and deliver results, fast.
Don’t waste another quarter guessing what customers want. Learn how they actually think, feel, and decide—then use it to drive results.
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The Psychology of CX 101 Unpacked
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Confirm Your Book Purchase to Unlock These Additional Bonuses
✅ BONUS 1: CX Audit Checklist
20-point interactive CX Audit Checklist— find 3–5 quick wins in under 60 minutes.
🤖 BONUS 2: AI Prompts
Analyze feedback, craft messaging, and prioritize actions. (Google Doc)
📄 BONUS 3: Templates Kit
Onboarding email, recovery script, feedback requests, nudges and more. (Google Doc)
🎤 BONUS 4: Exclusive Live Q&A with Mark Levy
Live Q&A Webinar (limited to 100 seats). Walk away with a 30‑day plan + 3 prioritized experiments.
📝 BONUS 5: The Lost Chapter – The Art of the Apology (PDF)
Includes a recovery script that defuses 80% of escalations.
📊 BONUS 6: Quick-Start Experiment Tracker (Sheets)
Easily test new ideas, measure impact, and showcase your CX wins with a simple, editable tracker.
📈 BONUS 7: CX KPI Calculator Toolkit (Sheets)
See the real impact of your change. Quantify savings and revenue lift before you deploy.
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How CX Psychology Drives Results
Retention Power
Problem: Most gyms lose half their members every year.Principle: Effort Valuation (#47)
– people value what they work for.Action: CrossFit built workouts around intensity, public progress tracking, and community accountability.Result: Member retention reached 87%, far above the fitness industry’s 50% average.
DIY Ownership Effect
Problem: Customers often see products as interchangeable and price-driven.Principle: The IKEA Effect (#48)
– effort creates ownership.Action: IKEA made customers assemble furniture themselves, turning effort into pride of ownership.Result: People valued their self-built boxes 63% higher than identical pre-assembled ones.
Onboarding Wins
Problem: New users often abandon apps before building lasting habits.Principle: The Confidence Gap (#78)
– customers fear feeling incompetent.Action: Headspace introduced a 10-day Basics program, starting with meditation sessions as short as three minutes.Result: Users reported a 14% stress reduction after just 10 sessions, boosting confidence and reducing churn.
What the Experts Are Saying
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FAQs
What formats is The Psychology of CX 101 available in?The book is available in Kindle eBook and Paperback formats exclusively on Amazon.comHow do I get my bonuses?Order your Kindle or Paperback, then fill out this form.
Can I purchase multiple copies for my team or organization?Yes. Contact me for bulk pricing and group bonuses. I’ll make onboarding seamless.Who can I contact for support or additional questions?Email me at [email protected]. I'm here to help you get the most out of your CX journey.
About the Author
Mark Levy is a 25-year product and customer experience expert. He’s led CX and digital transformation at major companies like Comcast, AT&T, Nokia, and Jaguar Land Rover, and currently heads Product and CX at a leading U.S. fiber internet provider.Mark is the author of The Accountability Team Handbook and 365 Days of Accountability. He publishes two newsletters—Decoding Customer Experience and DCX AI Today—read by CX leaders worldwide.
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