I’ve changed many habits during the pandemic, from how I have business meetings to how I grocery shop. I am not the only one; people have changed so many routines. Today, we will talk about what we can learn from the pandemic and discuss the five rules for changing your customer habits.

We discussed habits on a recent podcast. Many years ago, I read The Power of Habit by Charles Duhigg, and I have been fascinated by habits ever since. Understanding habits is essential in Customer Experience management because a lot of customer behavior is habitual.

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