By Colin Shaw
ISBN-10: 1137534281
ISBN-13: 9781137534286
ISBN-10: 1137534303
ISBN-13: 9781137534309
Construction at the paintings of Daniel Kahneman (Thinking speedy and Slow), Dan Ariely (Predictably Irrational), Shaw and Hamilton offer a brand new figuring out of the way humans behave, clarify what it capability for businesses who actually need to appreciate their shoppers, and exhibit you what to do to create extraordinary buyer reviews.
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Additional info for The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level
Sample text
For this reason, most competitors are working to break your customer’s habitual behavior. Organizations that target rational thinking to change habitual behavior are unlikely to be successful. However, those that look into customers habits from an emotional or Intuitive System standpoint stand a much better chance than those who don’t of changing customer behavior. Imperative 5: Uncover the Hidden Causes and Unintended Consequences of Customers Wanting Things to be Easy Easy is important to the Intuitive Customer, but few organizations know what “easy” means to customers.
Why do we want to trust others? Trust brings us certainty. People like certainty; feeling certain allows us to feel better about the predictions we must make. When we are flying, we trust the plane won’t fall out of the sky. When we walk over the bridge, we trust it won’t collapse. We trust the person we are meeting to turn up on time, so we don’t waste our time. Trust is an important emotion from a Customer Experience perspective as well. ” If you don’t trust the delivery to arrive on time, to cope with your anxiety, you call the call center to confirm delivery.
Our imperatives will show you how emotions affect customer thinking and how this thinking affects behavior. As we explore each of them in more detail, our hope is to impart a better understanding of how your organization can design an experience that solves the new problems of today, not the old problems of yesterday. We also hope to provide the proper tools for analyzing your present experience to recognize where you need to change and help you define where you want to be moving forward. Most of all, the Seven Imperatives are designed to take your present Customer Experience to the next level.