![]() ![]() That is an excellent example of irrational behavior we exhibit in a non-consumer situation, but what about irrational behavior when we are customers? In our global Customer Experience Consultancy, we see irrational behavior by customers all the time. We feel frustrated, scared, or stressed, and pounding/pressing/tap-tap-tapping feels satisfying, even though rational thinking dictates this behavior is not constructive-and usually makes it worse! Feelings are also a considerable influence on our behavior.Įver pounded your mouse on the desk, pressed the enter key extra hard, or tap-tap-tapped frantically on the “ESC” key when your technology hangs up? Me, too. Research has proven that over 50% of the Customer Experience involves emotions, at both conscious and subconscious levels. ![]() Imperative 1: Recognize that customers decide emotionally and justify rationally The first imperative addresses our irrationality: In my latest book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level my co-author Professor Ryan Hamilton of Emory University and I explore the influence of our emotions on our behavior as customers. ![]() Unless you know a Vulcan, everyone you know is irrational. ![]()
0 Comments
Leave a Reply. |