New release · #1 Amazon CX

Customers aren’t logical.
They are psychological.

101 actionable strategies from a CX leader with 25 years at top brands. A toolkit you can use today — not a textbook to read someday.

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“Small choices. Big shifts. This book makes customer psychology usable for real impact.”

— Nir Eyal, author of Hooked

101 principles · Real examples

Brands & principles inside

AmazonAppleCrossFitHeadspaceIKEANetflixSpotifyUberZoom

The Problem

Ever feel like you’re just guessing?

Following playbooks and launching features, but customers go silent.
Loyal customers disappear without warning.
Support teams burned out by repeat issues.
Feedback surveys, reviews, and complaints blur together.
Always patching symptoms instead of fixing root causes.

The issue: human problems need human solutions.

The Promise

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.
Create experiences that feel genuine and memorable — and build loyalty that drives growth.

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Inside the book

A toolkit. Not a textbook.

Six pillars built for real teams shipping real CX work — every principle tied to a measurable outcome.

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. Build deep, lasting trust and avoid the creepy, manipulative tactics that kill customer loyalty.

Real Business Examples (from Apple to Zoom)

Proven strategies, not just ideas. Learn the exact psychological principles used by iconic brands to win their markets.

Human-Centered AI Framework

Make your AI more human. A future-proof framework for using technology to connect with customers — not alienate them.

ROI-Focused Tactics

Every principle is tied to the bottom line. Proven tactics to reduce churn, increase trust, and drive measurable growth.

Measurement System to Prove It Works

Get buy-in from the top. The data and language to prove the value of your work to even the most skeptical executives.

Who it’s for

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.

How CX psychology drives results

Three principles. Three iconic brands.

Retention Power

CrossFit

Effort Valuation (#47)

Problem: Most gyms lose half their members every year.
Action: CrossFit built workouts around intensity, public progress tracking, and community accountability.
Result: Member retention reached 87%, far above the industry’s 50% average.

DIY Ownership Effect

IKEA

The IKEA Effect (#48)

Problem: Customers often see products as interchangeable and price-driven.
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

Headspace

The Confidence Gap (#78)

Problem: New users often abandon apps before building lasting habits.
Action: Headspace introduced a 10-day Basics program, starting with 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

Endorsed by the people who define CX.

Free companion workbook

Don’t just read the psychology — use it.

Building amazing experiences requires practice. The free Read-Along Workbook helps you and your team turn each chapter into action — together.

Facilitator’s Guide
Read-Along Schedules
Implementation Guides
Solo Practitioner Guide
Certificate of Completion

Download the free workbook

Exclusive reader bonuses

Six bonuses. Unlocked when you confirm your purchase.

Bonus 01

CX Audit Checklist

20-point interactive CX Audit Checklist — find 3–5 quick wins in under 60 minutes.

Bonus 02

AI Prompts

Analyze feedback, craft messaging, and prioritize actions. (Google Doc)

Bonus 03

Templates Kit

Onboarding email, recovery script, feedback requests, nudges and more.

Bonus 04

The Lost Chapter — The Art of the Apology

Includes a recovery script that defuses 80% of escalations. (PDF)

Bonus 05

Quick-Start Experiment Tracker

Test new ideas, measure impact, and showcase your CX wins. (Sheets)

Bonus 06

CX KPI Calculator Toolkit

See the real impact of your change. Quantify savings and revenue lift. (Sheets)

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FAQs

Good questions, clear answers.

What formats is The Psychology of CX 101 available in?

The book is available in Kindle eBook, audiobook and paperback formats exclusively on Amazon.com.

How do I get my bonuses?

Order your Kindle or Paperback, then confirm your purchase using the form on this page.

Can I purchase multiple copies for my team or organization?

Yes. Contact Mark directly for bulk pricing and group bonuses — onboarding is seamless.

Who can I contact for support or additional questions?

Email mark@marklevy.co for help getting the most out of your CX journey.

About the author

Mark Levy

25 years of product & CX leadership.

Mark is a product and customer experience executive, consultant, author, and speaker. He’s led CX and digital transformation at Comcast, AT&T, Nokia, and Jaguar Land Rover, and currently heads Product and CX at a leading U.S. fiber internet provider. He’s the author of The Accountability Team Handbook and 365 Days of Accountability, and publishes two newsletters — Decoding Customer Experience and DCX AI Today — read by CX leaders worldwide.

LinkedIn Email marklevy.co

Stop guessing.
Start decoding.

Order The Psychology of CX 101 today and claim six free bonuses built to put every principle into action.

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Customers aren’t logical.They are psychological.