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 whether firms should be designing their experiences to achieve certain emotions or if they should just be more mindful of their customers emotions.
This interview follows on from my recent interview – The connection between Comic-Con, Escape The Room and world-class customer service – Interview with Liz Graham of Wayfair – and is number 203 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
Here’s the highlights of my interview with Simon:
About Simon (Taken from his Innovationbubble bio)
Dr. Simon Moore (BSc, PhD, CPsychol) is a Chartered Business and Consumer Psychologist and the Project Design & Management Director (UK) of Innovationbubble, a new type of insights agency that, using psychological insights and methodologies, investigates the reasons that customers behave the way that they do and what brands should be dong about it.
Simon specialises in uncovering emotional and personality influences on behaviour. Simon started his career as a behavioural psychologist working on survival and conservation with dolphins and apes. Simon has advised well-known global brands (in the financial services, retail, leisure, food and fashion sectors) in relation to deploying psychological intervention strategies in order to improve consumer brand experience/engagement. His favourite insight projects have been with rebranding work with Guidedogs and in the financial services sector on trust and advocacy.
He has acted as an advisor to the UK and US governments. Simon is an author and regularly presents at international conferences on the psychology of behaviour in relation to consumer experience. He regularly appears on the TV and radio and in the press discussing consumer psychology and behavioural intervention. His favourite line to clients is ‘Who knows what we will find – all I know is that it will be important!’.