Why customer experience programs fail - by “The Intuitive Customer”
“The Intuitive Customer” is hosted by Colin Shaw, a leading expert on customer experience, and Ryan Hamilton, an award winning professor of consumer psychology at Emory University. Their podcast focuses on the often overlooked psychological aspects of consumers such as: how do you understand the spending pattern of customers? What are the rules customers make for themselves that influence their buying behaviors? How can you understand and evoke consumer emotions?
Having implemented hundreds of successful customer experience programs, in this particular episode, they examine the reasons why most customer experience programs fail. They discuss common issues plaguing customer experience programs such as senior executives making unsupported assumptions about the structure of an ideal program and the lack of research on the subconscious and psychological experience of customer, amongst others.
If you are looking to enhance your customer experience, consider listening to this podcast as it will equip you with the knowledge you require before implementing such a program.
There are a number of other interesting episodes in their channel that reveal the mental workings of a consumer. A thorough understanding of the subconscious and emotional aspects of the customer will help you sell to and serve your customers better.
Essence of this podcast :
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Understand the psychological drivers of customers
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Step into the customer’s shoes
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What can go wrong while implementing customer experience programs