CX & Behavior

Why Choice Overload Hurts Your Sales And What You Can Do About It
We all have an abundance of choices. Every day we’re faced with a ton of them before we even make it to the kitchen for breakfast. Even when choosing something as simple as a shampoo,…
Persuasion Profiling – How You Sell Matters More Than What You Sell
What if you knew more than which products a customer has been looking at or purchasing recently? What if you knew their motivations and which messaging made them decide and purchase? What if you knew…
Digital sales assistants make the online shopping experiences more enjoyable for customers.
Digital Sales Assistants: Increase Online Sales With Human-to-Human Interactions
Have you ever visited a brick-and-mortar retail store, not sure which product you wanted and only knowing what you wanted it to do for you? And then you met a sales assistant who really listened…
The Psychology of Choice: Why Your Customers Need Your Assistance 
Do your eyes get blurry when you’re standing in the pharmaceutical aisle trying to decide which product is right for you? Mine do. During my last shopping trip I encountered 34 options for toothpaste, 93…
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Don’t Confuse Persuasion and Manipulation – Your Customers Won’t Like It
The furore surrounding Cambridge Analytica and its alleged misuse of personal Facebook profile data has created headlines around the world. The data analysis firm is accused of having exploited Facebook's loose regulations and minimal oversight…
Helping Is The New Selling – With Buyers In Control, The Definition Of Selling Needs An Update
In the age of the informed customer, you are not only up against your fiercest competitor, but more importantly, you’re up against the multiple sources that shoppers consult during their decision-making processes. Google's Zero Moment…
Discover 15 key factors affecting customer satisfaction in a more personalized customer experience.
15 Key Factors Influencing Customer Satisfaction
If you’re a longtime reader of this blog, you may have noticed that we emphasize the importance of a seamless, personalized customer experience across all touch points. Zeroing in on customer experience has a couple…
5 Most Surprising Findings About How People Make Decisions
Decision-making is among the most fascinating, complex and essential human behaviors that neuroscientists are only beginning to decipher. What exactly happens in our brains when we are making decisions? Why do we choose certain options?…
Understanding the 3 Types of Consumer Buying Decisions
To successfully reach their target market, and improve interactions with customers, marketers need to understand just how much effort and time consumers put into decision-making. Decision-making is both an art, and a science, which has…