How can other people make you sell a product? How do reviews influence customer behavior? How should you design your experience? Colin and Ryan discuss the psychological theories and how they can be practically implemented in your customer experience.
We all want to sell more, so how do we do this? Are you using this powerful sales technique? The best organizations are, the worse, not so much. Learn what you should be doing.
Does the time of the day that you sell or deal with your customers affect how much they buy or how they see your customer experience. The answer is yes, but why is this the case and what should you do about this?
How do we measure a feeling? What emotions should we be measuring? Where and when should we be measuring them? Colin and Ryan discuss what is best practice and what you should be doing.
Many times, people do not say what they mean or what they are thinking. Why is this? What are the implications on a customers experience? In this special interview with expert Steven Gaffney we look at the role of honest communication to improve workplace quality and the Customer Experience. Find out more at https://www.stevengaffney.com
Colin Shaw and Prof. Ryan Hamilton explore the study of customer emotions and how they influence customer experience and tendencies to buy. Explore the latest academic studies and how researchers have evoked specific emotions, what they mean, and how you can use them.
Colin Shaw and Prof. Ryan Hamilton discuss how to understand the rules of customer decision making. If you don't know how customers make decisions you cannot influence them to best effect. Explore the decision-making process and listen for actionable advice you can use today.
Colin Shaw and Prof. Ryan Hamilton explore customer segmentation strategies. It's amazing that most organization's segmentation is so basic. In today's new world, segmenting your customers is going to be a key to success, especially with AI on the rise. What should you be doing? Listen for actionable tips and insights in this episode.
Colin Shaw and Prof. Ryan Hamilton discuss why customer experience programs fail. The episode explores the key issues and why too many CX programs fail to get results. Colin has led hundreds of successful programs and understands the key issues to avoid. Listen for actionable steps you can take today.
Colin Shaw and Prof. Ryan Hamilton explore how positioning your message is critical in communications from a leadership and marketing perspective. How is this best achieved? Listen to Colin & Ryan debate this and get tips of what you can do.
Colin Shaw and Prof. Ryan Hamilton discuss how emotions drive customer behavior. So, what is an emotion? How are they evoked? How can you deliberately evoke a customer's emotions? How is an emotion different to a mood and what you should do about it?
We discuss the key principle of scarcity with guest Professor Kelly Goldsmith, Ph.D., Professor of Marketing at Vanderbuilt University. Kelly is a behavioral scientist who examines consumers’ responses to uncertainty and scarcity, uncovering and explaining seemingly paradoxical effects.
Many drivers of human behavior can be traced back to caveman days. Colin Shaw and Prof. Ryan Hamilton explore what they are, how you can identify them, and what you should do to respond.
Colin Shaw and Professor Ryan Hamilton discuss non-conscious influences: What are subliminal messages? How do they affect your behavior? Can we use them when building a customer experience?
Are your customers indifferent to you? Colin Shaw and Professor Ryan Hamilton discuss what it means if they are...and how can you move them to recommend you.
Why do customers tell you they will buy your service, but then don't? Are they deliberately trying to trick organizations? Colin Shaw and Professor Ryan Hamilton discuss how you can you find out what customers really want.
Do you want your customers to buy your product or service over and over again? If you do, you need them to form a habit. Colin Shaw and Professor Ryan Hamilton discuss how and why are habits formed. What can we do to discover customer's habits and change them to our advantage?
All the theory is great but implementing a successful CX program is vital. Colin Shaw and Professor Ryan Hamilton discuss exactly how do you do that...and the key steps to take.
All too often organizations suddenly see customers leave and have no idea this was going to happen. Colin Shaw and Professor Ryan Hamilton discuss how can you tell when a customer is going to leave you...and what can you do about it.
How should I set the price for my product or service? Colin Shaw and Professor Ryan Hamilton discuss how customers separate money into different mental accounts based on many subjective criteria. What does this mean for your pricing policy?
How can we guide our customer's decision-making through the menu of options we provide? How can you structure your offering to make it most attractive to customers?
Customer expect different things. Its a constantly moving goal. How do we keep up with these? Colin Shaw and Professor Ryan Hamilton discuss this and other topics.
Colin Shaw and Professor Ryan Hamilton discuss how customers make complex decisions, even when they don't really understand what they are doing or how they can make a decision. Find out what you can do to understand this and what you can do to design a great customer experience.
Once customers move from planning to implementation, they pass across a metaphorical Rubicon. People justify their thinking and it is then difficult to change their decisions. How do you recognize this and what can you do?
Facebook is a glimpse into the future for most businesses. Colin Shaw and Professor Ryan Hamilton discuss the recent controversy and the implications. What can we learn from the Facebook scandal? What are they doing with data? What action should we be taking?
Why are you getting so many complaints? What are the hidden reasons customers complain? How can you identify what the hidden reasons are and reduce the number of complaints you receive?
Why do customers ask for multiple competitive quotes? When they get them how do they decide what to buy? Customers have a natural tendency to avoid extremes. How can you use this to your advantage?
Every business wants loyal customers, but what does it really mean? Why do organizations get confused between inertia and customer loyalty? How can you truly gain loyal customers?
Customers will fight harder to keep what they have than they will to gain new things. This is called Loss Aversion and it’s a big driver of customer behavior. This can be the route of customer complaints. What are the implications for designing a customer experience?
Too many organizations don't know what customers really want! They blindly undertake research and then wonder why the rest of the organization ignores it. Colin Shaw & Professor Ryan Hamilton discuss why this is the case and what organizations should be doing to ensure success.
