008: The Science of Improving customer experience with Roger Dooley

How does psychology relate to business? What insights can we use from behavioural science to improve customer experience and even boost sales?

Roger Dooley, international keynote speaker, writer, author, and founder of Dooley Directs consultancy, shares his expert knowledge about the intriguing relationship between science and business. He highlights research-backed tactics that any marketers or business owner can use to grow their business and connect with consumers.

Roger became fascinated with the convergence in neuroscience and marketing, then began writing about the buzzworthy concept of using behavioural science in your marketing strategy.

Since 2006, his work in persuasion, friction, and influence has created a powerful ripple of impact in the digital marketing community.

Listen in to learn how Robert and other marketing professionals in companies of all sizes are optimizing their marketing strategies and reducing friction by researching and implementing behavioural science principles. 

Key Takeaways 

• Savvy brands with large marketing budgets are focusing on leveraging behavioural science principles, like scarcity, social proof, and authority to increase marketing efficacy and sales.
• In the last 10-20 years, many more brands have adopted behavioural science tactics to create better HR outcomes within the company, improve conversion on their website, improve sales and distribution channels, and much more.
• Whether you’re a large company or a small business, it’s very important to test these behavioural science concepts.
• Roger’s one message to marketing professionals and business owners is that consumers and customers are non-consciously influenced to a degree that many businesses don’t understand. 
• There are great benefits to eliminating friction, or any unnecessary effort to perform a task, in your business. Doing this will result in a more highly-rated customer experience, but it needs to be a business decision which you get buy-in on.
• To identify friction in your small business, ask customers to rate/review your processes and the effort spent in those processes. 
• Empathy, care, and connectedness are essential parts of building trust with customers. Demonstrating empathy at scale, even in chat bots, has become a crucial tactic for online businesses.
• Focus on building a team that is invested in improving customer experience and creating an effortless experience for customers. In addition to that, work to reduce friction for your employees, so it’s easier for them to provide great service to your customers.

Resources Mentioned:

Brainfluence by Roger Dooley: www.rogerdooley.com/books/brainfluence 

Thinking Fast and Slow by Daniel Kahneman: https://amzn.to/3Ce85rW

Influence by Robert Cialdini: https://amzn.to/3GidBMF

Predictably Irrational by Dan Ariely: https://amzn.to/2XKL5Sn

Don’t Make Me Think by Steve Krug: https://amzn.to/2XInIsr

Small DATA by Martin Lindstrom: https://amzn.to/2XIslTl

Most Recent Forbes Article - Here

Get connected with Roger:

Visit his website: www.rogerdooley.com 

Connect with him on LinkedIn: www.linkedin.com/in/dooley 

Follow him on Twitter: www.twitter.com/rogerdooley