Centralized in-house insights teams can learn much from behavioural science and the art of understanding why customers behave the way they do. This unlocks tremendous growth opportunity because it helps other departments design the right customer experience strategy which in turn that drives higher satisfaction, retention and revenue growth.
Show notes:
Guest: Colin Shaw
Get in touch with Colin: LinkedIn, Website
Colin's recommended reading:
- Alchemy: The Surprising Power of Ideas That Don't Make Sense
- Happy Employees Make Happy Customers: How Build Great Employee Engagement to Create a Great Customer Experience
- Unlocking the Hidden Customer Experience: Short Stories of Remarkable Practices That Ensure Success
- Building Great Customer Experiences
- The DNA of Customer Experience: How Emotions Drive Value
- Customer Experience: Future Trends and Insights
- Revolutionize Your Customer Experience
