Customer Experience Podcast

This podcast is sponsored by Verint.

Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to meet ever-increasing, ever-shifting consumer interactions and demands.

Guess what? We got a suggestion from a listener—and we took it. He asked us if we had any advice for businesses with a small budget on how to use concepts from the behavioral sciences to improve moments in their Customer Experience. We created a fictional restaurant called Hamilton’s Fine Dining, which, you can imagine, had no budget at all for Customer Experience Design. Then, we talked about what we would do if our fake restaurant was really in need of improvement. 

This episode explores the ways a business with little to no budget can use concepts from the behavioral sciences to create WOW! Moments in their experiences for their customers. We use examples from past concepts we have discussed with practical actions any business can take, regardless of company size or the existence of a Customer Experience improvement budget. 

Key Ideas to Improve your Customer Experience

Many times, we think that a new Customer Experience will cost a ton of money. But that isn’t always the case. Many times there are opportunities in your experience that cost you nothing more than time or attention to fix. All told, we came up with 11 practical tips that cost practically nothing that could improve an experience. Here are a few of the key moments in the discussion. 

• 04:03 Ryan explains a common problem that occurs when people learn a new behavioral science concept, and what they should do to avoid it. 
• 07:29 We identify how opportunities to improve often exist that correspond to regular business expenses that cost you nothing extra to fix.
• 10:35 Ryan takes a closer look at a common pitfall businesses fall into, too many choices and how it can backfire on your experience.
• 15:04 Colin explains how remembering faces requires a deliberate effort, but is an effective way to appreciate customers.
• 17:06 Colin shares some things that really bug him at a restaurant and what you can do about it.
• 21:24 We discuss Kahneman’s Peak-End Rule and how you can use it to optimize your experience for free.

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Customer Experience Information & Resources

Download the new Verint research report on the Engagement Capacity Gap, by visiting www.Verint.com/boundless 

Customer engagement is critical to your success. Join this three-day, virtual conference to discover tools and techniques that can help you build enduring customer relationships. Register at www.Verint.com/engage

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. 

Experience Health Check: You already have an experience, even if you weren’t deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more. 

How can we help?

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