CX & Behavior

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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…
3 Ways To Increase Online Shoppers’ Buying Confidence by Providing Advice
If you’re selling goods or services to people, there’s one thing I know you want: More customers. That’s a given. So, how do you get more customers? Providing advice and branding yourself as expert plays…
How Useful Are These 7 Methods in Helping People Choose?
Today’s shoppers are confronted with seemingly endless options, leaving them with a serious case of decision fatigue. As a result, many of them experience shopping frustration, make snap decisions or decide to take the "nochoice"…
Impact of Celebrity Endorsement on Consumer Buying Behavior
Celebrities advertising products is nothing new, in fact it has been part of our lives for years. The first celebrity endorsement dates back to the 1760’s, when the term “brand” still hadn’t been coined yet.…
Shopper types
Are You Prepared For The 4 Types of Shoppers Coming To You?
At any given moment there are 4 different types of shoppers coming to your store. Depending on the product domain, their intentions, preferences and product knowledge, they want to explore and navigate your store in…