The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth

In the UK, there is a lot of talk about how to come out of the pandemic stay-at-home orders now that more people have been vaccinated. The idea of a vaccine passport has been circulating, which would allow those that are vaccinated to do things unvaccinated people cannot. However, some think that vaccine passports are discriminatory, particularly as it pertains to getting a job.  The idea of vaccine passports certainly gives you a lot to think about for your Customer Experience, and is also excellent fodder for a little friendly debate. In this episode, we discuss the idea behind the vaccine passport, what it could mean to these waning days of the pandemic, and whether we think it is a good idea, and why—or why not.  Key Ideas to Improve your Customer Experience Vaccine passports are not a thing, not yet anyway. However, the concept is a thorny one, to say the least. In some cases, requiring a vaccine of participants seems like a reasonable request. However, in others, it seems discriminatory. We untangle some of the finer points of the concept.    Here are some highlights of the discussion:     02:54 We share some of the organizations in the UK who have already adopted ideas similar to vaccine passports. 12:51 We discuss the two factors that influence perceptions of fairness associated with vaccine passports.  18:21 Ryan shares the less often discussed side of Prospect Theory that affects our assessment of risk. 20:10 We explain how social proofing could affect mask-wearing compliance. 21:44 Ryan explains a concept called reactance, which can happen when people feel their autonomy has been violated. 22:41 We discuss how framing the message is crucial to a rollout of any policy regarding vaccine passports. 24:31 We both share our take on whether or not vaccine passports are a good idea or not.  Please tell us how we are doing! Complete this short survey.  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.    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.

We often hear requests for the best practices in Customer Experience. We understand why, too.  Who wants to endure trial and error if there is a tried and true idea guaranteed to get results? However, no tried and true idea always gets results. Instead, there are only expert opinions served as advice about what has worked in the past. These are often the “best practices.” We argue that best practices, no matter how solid a suggestion they are, could use a bit of challenge and a dose of skepticism.  Moreover, calling them best practices stifles creativity. They encourage people to follow the well-trodden path to an outcome without divergence. As a result, many people use them as an excuse to implement them blindly and wait for results.  However, this strategy will not prevail, and success could remain elusive to those who follow this non-divergent, uncreative path.  In this episode, we explain why best practice stifles creativity and the best approach to accept best practice advice. Key Ideas to Improve your Customer Experience When people ask me about Customer Experience's best practices, they know I have 20 years in the industry. They also surmise that I have seen a thing or two that worked for other organizations along the way. They probably want to avoid the mistakes the organizations I have worked with and I might have made along the way, too. To be clear, I don't take issue with this approach.  People ask for my informed opinions, and as an expert in the field, I should offer those when asked. My issue is with the meaning behind the term "best practice." It implies that you should do it without questions and expect results.  Unfortunately, that type of thing doesn't exist. Instead, it would help if you learned what worked before, challenge that with what you know from your expertise in your field, and adapt the practice, so it is "the best" for you. Here are a few key moments in the discussion: 02:57 We empathize with why people find best practices desirable and then why we think the concept is flawed. 04:36 Colin takes a counter argument that experts should know what best practices are, so their advice is valid.  09:07 We discuss why people don’t always take experts’ advice anymore, and the spectrum of reaction between gullibility and total skeptic. 11:27 Colin shares a useful tool he picked up at a client meeting that encourages debate in a healthy way. 17:33 We discuss the dangers of convergent thinking for your long term success. 20:51 We share the advice we have for people moving forward with “best practice” advice. Please tell us how we are doing! Complete this short survey.  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.  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.

Way back in 1998, I read a book by Joe Pine (@joepine), co-founder of Strategic Horizons, LLP,  and Jim Gilmore called The Experience Economy. I was gobsmacked by it.  I dashed down the hall to my boss at British Telecom. He read it and had a similar reaction to mine. The next thing I knew, he put me in charge of improving the Customer Experience for our company, and the rest is history.  You could say that Joe Pine changed my life. His insight into how the experience would be vital to business today has shaped my career for 23 years. So, when I got to host him on this episode of The Intuitive Customer, you can imagine how excited I was.  We talk to Pine about how the pandemic changed in-person events, trade shows, and conferences for the better and what we can learn from going virtual. The future, it seems, will take the best of both worlds. The important thing is to avoid the worst of both worlds.  Key Ideas to Improve your Customer Experience  Starting in March 2020, Pine watched as all the events he had booked canceled. At first, the organizers canceled them. But then, they began to migrate to an online format. It turns out, virtual events, for the interested attendee, could be excellent resources for information. Pine was fascinated at how effective virtual events were and the extent of their reach.  However, they weren't a replacement. The information was great, but Pine and the other event participants missed the interaction with other people in the field and the inherent networking involved.   Businesses responded to this need with hybrid events. The idea behind the hybrid event is a live event with attendees, and then a simultaneous online event complements the in-person one. Pine's book, Infinite Possibility Creating Customer Value on the Digital Frontier, discusses how technology can enhance the event's value in business post-pandemic. Whether it's a conference or symposium or a sporting event or concert, the hybrid event could be the format's future. Here are a few key moments in the discussion: 06:50  Pine explains what the new trend of hybrid events. 08:50  Pine says online experiences like Twitch predict what people will want from events moving forward. 12:31 Colin shares the value of comments given by the audience during a presentation. 15:08 Colin talks about the emotional value people feel connecting to a presenter even when you are not in person.  22:17 Pine advises that hybrid events should have a producer handle the management of the virtual event. 20:15 We break down the four different possible levels of value for a hybrid event. 25:24 We share the top recommendations and tips we have for using the hybrid event in your experience.  Please tell us how we are doing! Complete this short survey.  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.  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.

A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. Customers buy habitually, and that’s great when their habit is to buy from you. The problem is sometimes they aren’t buying habitually from you, but instead from your competition. Changing customer habits is essential in this case, and requires a deep understanding of why customers have the habits they do.  Years ago, I read the Charles Duhigg’s book, The Power of Habit, and have been obsessed with habits ever since. In it we learn the habitual cycle of customer behavior and also how to change habits using the different parts of it. In this episode, we explore this cycle and the 5 rules for changing customer habits, which include: Understand your customer habits. Understanding customer triggers. Distract your customer from their existing habit. Reinforce new habits with rewards. Measure the difference. Key Ideas to Improve your Customer Experience Here are the critical points we make regarding each of the 5 rules: Understand your customer habits. Duhigg defines the habitual cycle as Cue, Response, then Reward. Understanding customer triggers. The Cue is the trigger for the response. When you know what makes your customers initiate habitual behavior, you have an opportunity to change it if necessary. Distract your customer from their existing habit. Changing customer habits requires disrupting the trigger so customers don’t start in on their automatic response.  Reinforce new habits with rewards. Once you have disrupted the habit cycle, supply an immediate reward so customers adapt to the new desired response quickly. Measure the difference. Like all things with Customer Experiences and customer habits, you should measure the difference your efforts make in terms of what drives value for your organizations (i.e., $$$).  Here are some highlights of the discussion: 03:37 Ryan explains what a habit is and what part of our brain governs them and why. 07:50 We discuss the steps of the Habit Cycle as outlines by Duhigg’s The Power of Habit.  09:37 We share a story about how Delta understood my trigger at the airport, and got me to change my habits using that information, and why it worked. 20:16 We describe the different ways you can disrupt the trigger for habitual behavior so you can re-train customers to do what you want them to do. 25:15 We explain why the third stage of habitual behavior, Reward, is essential to forming habits (hint: It’s the reason we have the habit in the first place).  28:52 We cover the vital nature of measuring the effects of your efforts and how it can help you with your Customer Experience. Please tell us how we are doing! Complete this short survey.  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.  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.

In job descriptions and resumes, there are new required skills for candidate’s resumes in Behavioral Science. These jobs might be the most important new jobs in business today. But why? Behavioral science and the scientists that use it will tell you that understanding the “why” of what customers do has become table stakes in some industries today.  In this episode of The Intuitive Customer, we discuss with two behavioral scientists their job descriptions, what they actually do, and what they wish people knew about what they do.   Anne Wilson, Ph.D., earned her doctorate at Harvard Business School, and now works in behavioral finance for a national investment firm. Lauren Cheatham, Ph.D., got her doctorate at Stanford University, and after a stint at the University of Hawaii and then Apple, she now works in Silicon Valley at a social media giant. Both scientists have been charged with applying what they know about the behavioral sciences to guide both internal decision making, and external customer decision making.  Key Ideas to Improve your Customer Experience As passionate promoters of the behavioral sciences in Customer Experience design, we are thrilled to hear that large, national brands are embracing these essential principles. We asked our guests why those firms hired behavioral scientists, what they wished everyone understood about the behavioral sciences, and if they had examples of how they were able to solve a problem using their behavioral sciences background.   Here are a few key moments in the discussion: 04:09 Wilson shares what she does for the financial company with her skills. 05:36 Cheatham share why she thinks behavioral science works for organizations of all kinds, including hers. 12:17 Cheatham explains what drives her crazy about the perspective gap that exists with behavioral sciences in business. 13:20 Wilson explains why a basic knowledge of behavioral sciences is a good start, but not enough to handle the heavy lifting in the science.  21:03 Cheatham shares how her behavioral sciences tool kit resolved an issue in their Customer Experience measurement. 24:24 Wilson shares what her team looks for to resolve poor financial decision-making in their customers.  30:16 Colin asks the guests what advice they have for organizations that are considering hiring a behavioral scientist.    Please tell us how we are doing! Complete this short survey.  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.  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.

You have only half a second to make an excellent first impression with your customers with your digital experience. Per the Electrical Engineering and Computer Science department at Harvard, most people form a first impression of a website in 500 milliseconds. So, the question is whether you are proud or concerned about your digital experience after hearing this stat? This episode explores the science behind how people form first impressions of digital experience and some of the ways you can use psychology and the behavioral sciences to improve your chances of making a good one.  Key Ideas to Improve your Customer Experience First impressions are lasting impressions. First impressions also become the anchor for experience evaluation, meaning that customers adjust either up or down from their first impression point. So, the better your first impression, the higher your first impression, the higher your customers' final evaluation of the digital experience will be. How we evaluate websites has many other influences also. First, we tend to compare websites to the best websites we have ever used. For example, when I track a package on any website, I expect it to have the same level of clarity and information as Amazon. However, most of them do not. Also, we have experience with a wide variety of websites that set expectations or that we use as a comparison against our digital experiences. Digital experiences give you new challenges and new opportunities in the area of customer experience also. One challenge is that you cannot see how your digital experience affects customers because you aren’t there. However, as we covered in a different podcast about measuring customer emotions, there are ways to gather this data. One of the new opportunities a digital experience presents is that it is easy to test what works and what doesn’t because you can measure everything. Moreover, as we have said in other podcasts about Digital Transformation, changing a digital experience is easier than changing a different channel, like a retail store or a call center. The bottom line is whether it's face-to-face, on the phone, digitally, or through social media, people take in information and form an impression based on it. Understanding that, the key idea to remember is that all the things that improve an offline experience also apply in the digital experience. Here are few highlights of the conversation:  01:47 Colin shares the story of how we met his father-in-law and made a less-than-ideal first impression.  05:43 Ryan summarizes the findings from the research published about website first impressions. 07:52 We explain how first impressions can affect the overall impression of your digital experience. 14:43 Ryan explains how you can use ideas from customer segmentation to improve the first impression of the website.  17:36 We discuss the importance of measuring customers emotions in digital experience and how you can do that. 21:22 Ryan explains the website may not be your digital experience’s entry point for customers, so mind the other ways customers come to you online as well.  23:14 We share our key takeaways for what you should do to optimize the possibilities of making an excellent digital first impression.   Please tell us how we are doing! Complete this short survey.  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.  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.

We recently spoke to Customer Experience experts who shared an interesting insight. They all say they wish people understood that there was no one thing to do, no silver-bullet-solution for Customer Experience. We couldn’t agree more. We believe that the best way to improve Customer Experiences is to do a lot of little things that add up to significant improvements. In other words, there is no one thing, but many things that you should do to improve your Customer Experience in 2021.  One of the contributing factors to this mindset is the number of stories we hear in business books, blog posts, white papers, and TED talks that describe how organizations change this one small thing and revenue increases by 50 percent. While that makes an interesting story, it isn’t the typical result of making a small change. Perhaps why they are so engaging; because results like that are so hard to come by. Unfortunately, they often create unrealistic expectations. Upon encountering that mindset with my clients, I find myself quoting Prime Minister Winston Churchill, who, upon election, said to his cabinet, “I have nothing to offer but blood, toil, tears, and sweat.” Part of the reason this situation is reality is that Behavioral Science is complicated. Many factors affect how it works and what it does to customer behavior. Moreover, outside factors change how the concepts work with decision-making, and these factors are often out of your control. Key Ideas to Improve your Customer Experience In this episode, we discuss the problem with seeking a silver-bullet solution for your Customer Experience problems, where this problem originates, and how you can avoid making that mistake in 2021.   Here are some highlights of the discussion: 03:12 Ryan shares how people’s misconceptions about what science is contribute to the problem.   07:35 Colin shares a story about another contributing factor to the mindset. 12:08 Ryan introduces the ideas about boundaries to science using Newtonian Gravity as an example. 17:31 Colin compares the idea of boundaries to how you segment customer groups. 23:06 Colin shares his recommended actions with two essential things to do in 2021. 24:44 Ryan explains the difficulty with avoiding CX Management theories and how you can manage it to a successful outcome. Please tell us how we are doing! Complete this short survey.  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 the 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.

No matter what business you are in, the best way to connect with your customers is through the experience you provide them. However, connecting requires knowing what customers want, and today, that isn’t the same as it was 20 years ago. The Experience Economy dictates that people value experiences over material things these days.  In addition to knowing what customers want, wouldn’t it also be great to know what works in Customer Experience Management? Wouldn’t it be even better to know what doesn’t work before you waste your time and energy (and budget) trying it yourself? These ideas are the concept behind Customer Experience expert James Wallman, founder of the World Experience Organization (WXO). The WXO is a Customer Experience organization that encourages worldwide collaboration and debate on what is—and what isn’t—critical to Customer Experiences.    Key Ideas to Improve your Customer Experience   Among other things, Wallman says the bid idea behind the WXO is to separate the useful CX concepts from the ones that are merely hot air. He hopes that the WXO will further legitimize the Experience Economic and CX movement, allow all the members to learn from each other, and see new ways to achieve customer engagement. Here are some highlights from our discussion.  03:28 Wallman explains the idea behind founding the WXO and why he did it.  05:08 Wallman describes the Experience Economy and how the WXO will help move it forward. 11:55 Wallman talks about how not having an organized and defined effort can delegitimize the CX movement.  18:06 Wallman discusses the reasons behind choosing CX pioneers to establish the WXO. 21:03 Colin explains how the human being is always at the center of the experience, no matter what type of experience it is. 23:49 Wallman shares his idea that we are all on a “Hero’s Journey” and how those should look in a journey map.  30:50 We give the information on how what to do if you are interested in joining the WXO.  Please tell us how we are doing! Complete this short survey.  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.    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.

Vital for 2021 - Digital Nudging Will Revolutionize Your CX Whether you realize it or not—and even if you don’t know what they are—you use Digital Nudges in your online experience today. Digital Nudges are the interactions you have with customers online in your experience that inspire their actions. Every online experience has them, but not all of them are deliberate. In this episode of the podcast, we are going to take a closer look at what Digital Nudges are, how they work, and why, and share some examples of Digital Nudges that work and some that don’t. We argue that designing these moments intentionally to help people make decisions that drive value for them and your organization is key to revolutionizing your Customer Experience in the post-pandemic era. Key Ideas to Improve your Customer Experience Digital Nudges build on Nobel-prize winning economist Professor Richard Thaler and Professor Cass Sunstein's concept of Nudging. Thaler and Sunstein's 2008 book Nudge: Improving Decisions about Health, Wealth, and Happiness explained that a Nudge is a way you present your customers' choices that tips the scales towards a particular option. Digital Nudges are the same idea, but specifically to the online experience.  The reason Digital Nudges work is because they play into our biological psychology as human beings. People who study how consumers make buying decisions use concepts from the Behavioral Sciences to explain customer behavior. From concerns about availability to worrying about risking losing something to gain something else to finding ways to shortcut a challenging decision, the Behavioral Sciences can explain what concept (or concepts) are at work when people decide to buy from you. Perhaps most importantly, Behavioral Sciences can also show you why they don't. 02:50 We explain what we mean by the term Digital Nudging. 04:40 We give examples of what we mean by Digital Nudging and the concepts from Behavior Science behind them, starting with Scarcity. 09:05 We explain how Social Proofing can help with a Digital Nudge. 14:51 Colin shares a story about a website that did an excellent job of leveraging the ideas of Anchoring, Extremeness Aversion, and the Decoy Effect. 20:43 We explain how the Evaluability Heuristic comes into play in Digital Nudging and how to use it to buy things like an uninterruptible power supply. 23:30 We talk about how Framing Effects influence customer behavior and buying decisions. 25:46 We share the recommended actions, so you can use this information to Digitally Nudge your customers intentionally instead of leaving it to chance. Please tell us how we are doing! Complete this short survey. 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.  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.

There's light at the end of the tunnel! - Re-imagine your customer experience! There was a time when we thought this moment would never come, but we are almost there. As vaccines roll out worldwide for the SARS-CoV-2 virus, we can see the light at the end of the pandemic tunnel. This unique situation provides an unprecedented opportunity to reimagine your Customer Experience to respond to how the pandemic has changed customer behavior.  Key Ideas to Improve Your Customer Experience  In this episode, we discuss this exercise's critical question to present a new experience for your customers. Do you go back to how you used to do things, scrap all that and carry on doing what you have been doing this past year, or come up with some combination of the two? We believe that taking what is working now with what was working before the pandemic and creating a new optimized experience is the best course of action to foster customer-driven growth.  However, it is essential to ensure that you know what your customers want, and, frankly, if you haven't researched it in the past month, you probably don't know. Understanding this crucial information is essential before you can move forward. People have changed and what they consider business as usual has too. You must know what they think is the value you provide, so you don't unwittingly eliminate it from your new experience.  Here are some highlights of the discussion: 04:35 Colin presents how he came to this discussion when working with a client. 09:32 Colin shares how the milkman ruined the relationship with the Shaw family by accident. 14:04 Colin gives examples of things that have become normal for people over the past few months, which have some advantages over the old way of doing things. 18:32 Colin and Ryan emphasize what the goal should be for this exercise over the next couple of months. 22:17 Ryan shares the drawbacks that digital transformation has had on the education space, particularly in graduate school level education. 25:02 Colin and Ryan share their recommended actions to tackle this project over the next couple of months. Please tell us how we are doing! Complete this short survey. 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.  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.