"Combine the pain" is an application of behavioral science to service encounters. It means that, when something is going wrong for a group of customers, it is better to totally enrage one or a very few customers rather than slightly annoying a large number of customers.

Question

Quizplus · Accepted Answer

"Combine the pain" refers to the principle of minimizing the number of negative experiences or consolidating inconveniences into a single event rather than spreading them out over time or across multiple events, aiming to reduce the overall negative impact on customer satisfaction. It does not advocate for enraging a small number of customers over slightly annoying a larger group.

"Combine the Pain" Is an Application of Behavioral Science to Service