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Posted February 18, 2018

7 imperatives for moving your CX to the next level

(Previously recorded as Voxpro - powered by TELUS International) To improve your customer experience metrics (NPS, CSAT) you need to understand the intuitions that drive your customer’s behavior at an emotional, subconscious and psychological level. That’s all according to a book by CX thought leader Colin Shaw (Founder, Beyond Philosophy) called The Intuitive Customer: 7 Imperatives for Moving your Customer Experience to the Next Level.

Colin joined us in studio to talk about the need to bring together customer experience and behavioural economics to create a whole new set of insights into driving CX performance. Key takeaways from this episode include:

- Customers make decisions emotionally

- Customers don’t always know why they do what they do

- Every customer has two ways of thinking

- Habits drive many of your customers’ decisions

- People use mental shortcuts for decision-making

- Customer loyalty is a function of memory

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