Customer Behaviour Blog

Nelson Pascua, Vice President of Client Services for Medallia, Inc., provides a succinct overview of how valuable understanding the customer’s experience is in his article “Top 5 ROI Benefits of Customer Experience Management.” Beyond Philosophy’s model is congruent with Pascau’s five points: streamlined customer experience management (CEM) creates return on investment (ROI) through customer retention, customer engagement, new customer acquisitions, employee

One of the key aspects of building a great Customer Experience is understanding your Customers at the point of interaction. Some people just seem to be able to do this naturally some don’t. If there was such a thing as a Customer Experience gene it would probably have some qualities of being empathetic.

Nielsen have got a great write up of how Measuring the Buying Brain can aid organisations in shaping experiences to maximise their chances with customers. The post covers insights into some of the differences between male and female brains or your generation vs. your parents generation as well as referencing the how the five senses can play a big role commercially.

Author: Colin Shaw

Nielsen have got a great write up of how Measuring the Buying Brain can aid organisations in shaping experiences to maximise their chances with customers. The post covers insights into some of the differences between male and female brains or your generation vs. your parents generation as well as referencing the how the five senses can play a big role commercially.

“Never wait on hold again”

Author: Colin Shaw

Abstract thinkers may take a bit more convincing than the average consumer, however there is a workaround.

Everyone judges by appearance.

No matter how much of a concious effort we make to dissaude our initial reactions, how things look affects our perception of them. This ranges from how your product stands off the shelf to how your employees wear their hair. I’m not advocating that everyone in your organisation wears a shirt and tie everyday – but I would be if looking smart and matching corporate clients dress was one of your organisations priorities .

Expectations. So often, your Customer Experience is built on matching your Customer expecations.

The Institute of Customer Service has just surveyed it members to gather insight “on how well it [Customer Service] is represented at a strategic level and among senior executives.” One of the key areas they looked into is Customer Expectations.

What are your customers really saying about you?

For decades organisations have used feedback forms, focus groups and first hand comments to gain insight into their customers opinions. The growth of social media and thus a ubiquitous self-publishing platform has led to an explosion of customer opinions being published on the web. Whether its through dedicated response channels or on a random comment thread, people are freely offering up their opinion of your organisation and their customer experience.

People in groups invariably produce poor decisions