About this Assessment
Many organizations plan to move their CX to the next level and yet many Customer Experience (CX) programs are starting to plateau. To make this change requires new thinking, understanding and predicting your Customers’ behavior. To do this it is vital to go beyond just the rational and emotional experience and into the subconscious and psychological experience. This is all outlined in Colin Shaw’s new book.
In The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level (Palgrave MacMillan, 2016), authors Shaw and Hamilton explore the reasons organizations are struggling to improve their Customer measures and are witnessing the plateauing of loyalty scores like New Promoter.
For Shaw and Hamilton, the answer is simple: you need to understand the intuitions that drive your Customers’ Behavior at an emotional, subconscious and psychological level. This book describes where Behavioral Economics meets Customer Experience in a very easy to understand and practical way.