Learn from brands using behavioral science when designing your B2B UX

UX

This is a guest post from Matt Brown, senior director of digital marketing at Walker Sands Digital, a digital marketing services agency that is part of the award-winning B2B tech PR agency, Walker Sands Communications. How are brands using behavioral science when designing UX? Behavioral science is at the forefront of every market-leading brand today. Be it Uber with constant goal reminders for the company’s drivers, Netflix with its endless queue, or Whole Foods’ placement of fresh produce and flowers

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Trust, lean data and the rising importance of purpose as a customer preference – Interview with Jascha Kaykas-Wolff

Purpose

Today’s interview is with Jascha Kaykas-Wolff, who is the Chief Marketing Officer at Mozilla, non-profit organization that fights to keep the Internet a global public resource, open and accessible to all and is most famously known for being the maker of the Firefox browser. I caught up with Jascha at the recent Collision conference in New Orleans and we had a chat about all sorts of things including customer experience, engagement, trust and emotion. This interview follows on from my

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Understanding consumer behaviour by going to the gemba – Interview with Michael Solomon

Gemba

Today’s interview is with Michael Solomon, PhD who is Professor of Marketing in the Haub School of Business at Saint Joseph’s University in Philadelphia and the author of one of THE books, if not THE original book, on consumer behaviour. He joins us today to talk about the 12th Edition of that book: Consumer Behavior: Buying, Having, and Being and to share some insights into and trends in consumer behaviour. This interview follows on from my recent interview – An

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Bringing together disparate data sources is key to creating stand out customer experiences – Interview with Dave O’Flanagan of Boxever

Data center

Today’s interview is with Dave O’Flanagan, CEO & Co-Founder at Boxever, a data science and customer intelligence technology company that helps airlines, travel companies and others generate more incremental revenue quickly by leveraging data they already have. Dave joins me today to talk about what they are up to, the impact their technology and approach is having and the single view of the customer. This interview follows on from my recent interview – The power of social recognition in employee

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Non-obvious trends and what they mean for customer experience – Interview with Rohit Bhargava

Today’s interview is with Rohit Bhargava, who is a trend curator, author of five best selling books (including the Wall Street Journal bestseller “Non-Obvious”) and founder of the Influential Marketing Group (IMG). Rohit joins me today to talk about his latest book: Non-Obvious (2017): How to Think Different, Curate Ideas & Predict the Future, what it’s about and what we can learn from it. This interview follows on from my recent interview – Using AI and EQ to build emotional

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Beware cultural differences when aiming to deliver a great cross-border customer experience

  It’s often the smallest of things that make the difference between whether a business is a success or failure. And, nowhere is this more true than when a business enters a new and overseas market. Too often do firms assume that they can just replicate and implement their existing business and operating model in a new market and they will be successful. But, doing so ignores the, sometimes subtle, differences that exist between markets…… language (obviously), history, habits, geography,

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Co-creation, innovation and when you should get your customers involved – Interview with Prof. Jan van den Ende

Today’s interview is with Professor Jan van den Ende, who is Professor of Management of Technology and Innovation at RSM (Rotterdam School of Management), Erasmus University, Rotterdam. Jan joins me today to talk about a research paper that he and some colleagues recently published and how ignoring customers’ opinions can lead to more successful products. This interview follows on from my recent interview – Behavioural insights and what is really going on in the minds of your customers – Interview

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Behavioural insights and what is really going on in the minds of your customers – Interview with Dr. Simon Moore of Innovationbubble

Today’s interview is with Dr. Simon Moore (BSc, PhD, CPsychol), a Chartered business and consumer psychologist who specialises in uncovering emotional and personality influences on behaviour. He is also Management Director of Innovationbubble, a new type of insights agency that, using psychological insights and methodologies, investigates the real reasons that customers behave the way that they do and what brands should be doing about it. Simon joins me today to talk about the role of emotions in customer experience and

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3 customer groups that are being overlooked in the customer experience whirlwind

Over the last year, I’ve noticed a number of different groups of customers that don’t seem to be getting a lot of attention. Here are three that have stood out: The Rich Elders. The first group are the older generation (65+ years), many of which are now ‘retired’. Now, they are not necessarily digitally savvy, although many are becoming more so, but many of them are still resolute in their desire to be able to conduct business face to face

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