Customer Experience Podcast

Social media has brought us a lot of things, but key among them is the “Influencer.” It means a person that can affect how people think and behave about things related to their area of interest or expertise. We have influencers that can teach us about makeup, sports books, stock picks, customer strategy (ahem) and, of course, wood working. (It’s a thing, I promise). 

There are many reasons that the idea of an influencer is critical to marketers today. First of all, it is an excellent way to reach a targeted audience whose areas of interest intersect with your offering. Second, it works really well in the certain circumstances. However, you have to be deliberate about how you use Influencers, and the behavioral sciences can be an excellent guide for you. 

In this episode, we explore the idea of Influencers and how you can use them to promote your brand. We also talk about how to optimize your chance for success as well as critical considerations that you should apply to this essential customer strategy. 

Key Ideas to Improve your Customer Experience

One of the most important things to remember about influence is that it is both conscious and unconscious. In other words, there is influence that we choose and participate in on purpose and influence that we never really knew happened to us. Both kinds of influence are essential when you are designing a message for customer strategy, and should have deliberate effects they are evoking from people. 

Here are a few other key moments in the discussion:

• 04:14  Ryan explains the difference between influences that are conscious and subconscious, including the difference between subliminal and subconscious, and how that difference changes our response to them.
• 10:37  We talk about some famous experiments that explore this concept, including one that was fake and never happened, and one that is terrifying.
• 17:16  Ryan shares some examples of ways that your experience sends subconscious signals, many times in ways you didn’t expect.    
• 22:02  We discuss the essential considerations you should think about as a marketer when deciding which Influencers you should approach and how to message through them.  
• 26:08 We share the practical ways you can use the science behind influence to leverage the power of influence in your experience and customer strategy.     

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Customer Experience Information & Resources

LinkedIn recognizes Colin Shaw as one of the ‘World’s Top 150 Business Influencers.’ As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers’ hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on LinkedIn and Twitter.

Click here to learn more about Professor Ryan Hamilton of Emory University. 

Why Customers Buy: As an official “Influencer” on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers. 

How can we help?

Click here to learn more about Beyond Philosophy’s Suite of Services.