Best Customerbehavior Podcasts (2024)

1
How Do We Marry AI And The Human Interaction To Create A Great Experience? 32:26

2h ago32:26

32:26

In this episode, we explore the role of AI in customer experiences and whether it will replace human interaction. Ali Cudby, CEO of Alignment Growth Strategies, shares insights on leveraging AI to build customer relationships effectively. We discuss practical AI tools that enhance customer experiences and streamline efficiency. There are a couple o…

1
Friction in Customer Experience is Not Always a Bad Thing; Here's Why 35:46

3d ago35:46

35:46

Friction occurs when a customer has to work or think hard during an experience. Many times, friction is accidental or the result of organizational apathy. In these instances, friction is a bad thing. Friction is rarely a good thing in a Customer Experience. However, there are times when it can be beneficial. For example, when your bank uses two-fac…

1
Why Trades People Have Such A Poor Reputation And What To Do About It 25:31

11d ago25:31

25:31

Colin has a bone to pick. No, it's not with cable providers this time. It's with the tradespeople involved in his latest home reno project. They are living up to the poor reputation that precedes them, and he has a list of complaints. Key problems included inaccurate pricing, disdain for previous workers' efforts, lack of collaboration, excessive u…

1
Unleash the Amazing Power of Mental Models to Decode Customer Behavior | Master Class Part 8: Unlocking the Psychology of Customer Experience 32:02

18d ago32:02

32:02

Did you ever have an imaginary friend? If so, you already have a leg up on this week’s episode. Chances are you created a mental model of your imaginary friend and could predict with 100 percent accuracy how they might react to a given situation. A mental model is a detailed creation of an imaginary customer that helps you determine how a real-life…

1
How to Boost Productivity and Morale by Eliminating Workplace Friction 35:46

26d ago35:46

35:46

You know that friction in a Customer Experience is a problem that needs fixing. However, do you have that same perception of workplace friction? If you feel the friction at work, you probably do. But if you don't, you likely think little of it, if at all. Doing work for money requires a certain amount of friction, right? However, if the friction im…

1
The Download On Digital: LIVE From 2024 IDEA World With Bryan O'Rourke 1:05:14

29d ago1:05:14

1:05:14

This week, on the Fitness + Technology podcast, Bryan O’Rourke shares his panel discussion, The Download On Digital, from 2024 IDEA World live from Los Angeles. He is joined by fitness technology gurus Garrett Marshall, Eric Posner, Jeffrey Scott, Mike G. Hansen, and Deb/Debbie/Deborah Praver (Eble) as they take a deep dive into the latest trends, …

1
How to Understand Your Customers Hidden Motivations to Gain ROI Sub Title: Master Class Part 7: Unlocking the Psychology of Customer Experience 28:38

1M ago28:38

28:38

Customers can tell you why they do something, But they might be wrong. It's not that customers are stupid. No, it is quite the contrary. Customers' thinking and decision-making are complicated; multiple things happen simultaneously. Sometimes, the reason customers do things is hidden, even from the customers themselves. In our penultimate mastercla…

1
As a Boardroom Veteran, Here Are My Secrets of Gaining C-Suite Support 28:08

1M ago28:08

28:08

Sanjay Patel faces a challenge many of us can relate to: how to get senior executives to buy into your program. Dealing with senior management can be nerve-wracking, as I learned twenty years ago when my heart rate spiked during a presentation to the CEO and C-suite. Today, I've mastered strategies for these situations. In this episode, we discuss …

1
Lumin Fitness: Leveraging Your Business & Key Trends In The Space With Brandon Bean 26:42

1M ago26:42

26:42

This week, on the Fitness + Technology podcast, host Bryan O’Rourke welcomes Brandon Bean to the show. Brandon is the Co-Founder of Lumin Fitness, a smart movement platform with a cutting-edge operating system design to leverage the latest advances in computer vision, digital displays, and machine learning to deliver personalized, interactive fitne…

1
How We Weigh Risk In Buying Decisions, The Answer Is Counter-Intuitive. Master Class Part 6: Unlocking the Psychology of Customer Experience 25:39

2M ago25:39

25:39

This episode is the sixth in an eight-part series on Unlocking the Psychology of Customer Experience. Here, we explore the psychology we have regarding how human beings deal with predicting unpredictable outcomes. The discussion focuses on biases that influence how people perceive and assess probability and risk, impacting their judgment and decisi…

1
TriCore: Defining Wellness Today & Key Trends In The Space With Chris Edwards 18:35

2M ago18:35

18:35

This week, on the Fitness + Technology podcast, host Bryan O’Rourke welcomes Chris Edwards to the show. Chris is the Founder & CEO of TriCore Wellness which focuses on the integration of technology, health data, and professional coaching. TriCore Wellness seeks to develop and provide comprehensive wellness solutions for individuals, employees, and …

1
The Surprising Truth About Economic Decision-Making: Why Your Logic Might be Flawed. Masterclass Part 5: Unlocking the Psychology of Customer Experience 29:25

2M ago29:25

29:25

Regarding Customer Experiences and the behavioral sciences, there is seldom only one thing happening at a time. There are usually a lot of things happening at once. This masterclass episode, the fifth in a series of eight, explores economic biases and how they create flaws in our decision-making logic. For example, one key bias discussed is the Sun…

1
Is Surge Pricing a Game-Changer or Deal-Breaker for Customers? 30:28

2M ago30:28

30:28

Surge pricing, a form of dynamic pricing, involves raising prices during spikes in demand to balance supply and demand. It is a rational economic solution to manage demand effectively, but it can generate negative emotions among consumers who feel they're being unfairly charged. Surge pricing is a specific flavor of dynamic pricing or, depending on…

1
Your Mood Has a Massive Effect on Your Decision Making. Here’s why. 31:21

2M ago31:21

31:21

Various motivational biases and emotions shape customer experiences, emphasizing the need for a holistic approach to designing experiences. For example, the customer’s mood significantly impacts the customer’s decision-making processes. Today's discussion highlights why understanding the customer’s mood and managing customer emotions helps you achi…

1
GroeFit: Automated Engagement As Table-Stakes With Alan Thompson 24:14

2M ago24:14

24:14

This week, on the Fitness + Technology podcast, host Bryan O’Rourke welcomes Alan Thompson to the show. Alan is the founder and CEO of GroeFit, a gym member management software powered by computer vision technology. GroeFit leverages cutting-edge AI to provide gym staff with real-time insights, transforming big box gyms into supportive communities …

1
Asensei: Reality of Developing Digital Fitness Training With Steven Webster 22:09

2M ago22:09

22:09

This week, on the Fitness + Technology podcast, host Bryan O’Rourke welcomes Steven Webster to the show. Steven is the CEO of ASENSEI which captures sports apparel and knowledge into software so that fitness equipment, training apps, and connected fitness products can coach and correct customer's movement in real-time. ASENSEI aims to strengthen en…

1
The AI Race Is On! Get Ahead By Avoiding These Surprisingly Simple Mistakes 35:22

3M ago35:22

35:22

This has been created in partnership with NICE. AI is a significant development in experience management, but many organizations need help with its implementation. While experimenting with AI, like ChatGPT, offers a glimpse of its potential, it's challenging to understand how AI fits into the broader tech stack and business systems. In today’s epis…

1
Proven Strategies to Harness Social Influence for Increased Customer Sales 32:56

3M ago32:56

32:56

A Master Class Part 3: Unlocking the Psychology of Customer Experience In the third episode of our Master Class series on the Psychology of Customer Experience, we delve into how other people influence our behavior. Understanding these theoretical dynamics is practical, empowering you to design effective Customer Experiences. Robert Cialdini's rese…

1
Big Mistake: Making AI Your Autopilot Rather Than Your Co-Pilot in Your CX 31:04

3M ago31:04

31:04

Quality assurance is crucial in Customer Experience Management, and assessing call center operations provides valuable insights into an organization's customer-centricity. The subject of today’s episode is the result of our None of Use is Clever as All of Us feature. One of our listeners, Jamie Scott of Evaluagent shared his thoughts on Quality Ass…

1
How Memories Build Lasting Customer Relationships 29:41

3M ago29:41

29:41

A Master Class Part 2: Unlocking the Psychology of Customer Experience In this episode, we continue exploring the psychology behind Customer Experience, focusing on the role of memory. Customer loyalty hinges on how memories are formed and retained. Therefore, understanding memory formation is crucial for designing impactful experiences. Memory for…

1
Why Customers Make Instant Decisions And How To Effect it 29:51

3M ago29:51

29:51

A Master Class: Unlocking The Psychology of Customer Experience With this episode, we begin an eight-part series exploring customer behavior and the psychology that drives it. Each part will delve into the various psychological aspects of Customer Experiences, offering practical advice on understanding and influencing them. Our focus today is on wh…

1
How to Use Psychology to Build Customer Loyalty That Creates ROI 30:52

4M ago30:52

30:52

In this episode, Colin and Ryan tackle a listener's question about the psychology of customer loyalty, delving into its emotional and relational aspects. Loyalty, they explain, goes beyond mere repetition of behavior; it is rooted in deep emotional attachment and often requires sacrifice. Drawing parallels to personal experiences, such as loyalty t…

1
Ataraxy: Reality of Developing Digital Fitness Products With Federico Imparatta 41:24

4M ago41:24

41:24

This week, on the Fitness + Technology podcast, host Bryan O’Rourke welcomes Federico Imparatta to the show. Federico is the founder of Ataraxy, a digital product agency, which helps lead strategic development and execution of digital solutions that drive business growth. His team's technical expertise is in software & hardware development, product…

1
How to Craft Compelling Stories to Unlocking True Customer Engagement 29:10

4M ago29:10

29:10

“Did I tell you about the time I …” These seven words are one of many ways we signal one of our favorite things is coming next: a story. We can’t get enough of stories and look for them everywhere, from news to conversations to the commercials we can’t avoid on TV. Stories are an essential part of the human experience. In today's world, storytellin…

1
Privacy vs. Personalization: Striking the Right Balance to Drive Success 29:43

4M ago29:43

29:43

Personalization is an excellent tactic for your marketing efforts. However, only some people like this personalization; some feel they're being watched. Therefore, it is important to remember that context and who's doing the personalizing matter. Picture this: Colin’s at his go-to fishing store, Discount Tackle. The manager knows him, we chat, and …

1
Do You Really Understand Your Customer's Hidden Motivation? Here's How to Do This... 30:42

4M ago30:42

30:42

Customer emotions heavily influence experiences and motivate actions, yet these motivations are often hidden, even from the customers. Organizations must uncover these hidden motivations to serve their customers better. The "Jobs to Be Done" framework, popularized by Clayton Christensen at Harvard Business School, provides a lens through which to v…

1
Pipeline Solutions: Go Digital To Go Human With Tessa Thomas 25:30

4M ago25:30

25:30

This week, on the Fitness + Technology podcast, host Bryan O’Rourke welcomes Tessa Thomas to the show. Tessa is the Co-Founder of Pipeline Solutions, a purpose-built automation and analytics platform for boutique fitness studio owners and operators. Today, she joins Bryan to talk about her business, automation and coding, and keeping the human touc…

1
Is Ghosting Killing Your Sales? Here's How To Overcome It 30:35

5M ago30:35

30:35

Colin has been ghosted. He was surprised, considering he is married and has been for decades. However, his ghosting experience didn’t come from a romantic partner but a professional one. Since ghosting appears to be spreading into many interactions, we thought we should discuss it here. Ghosting, where someone suddenly stops communicating, has beco…

1
Vi: Supercharging AI Solutions With Spencer Honeyman 27:57

5M ago27:57

27:57

This week, on the Fitness + Technology podcast, host Bryan O’Rourke welcomes Spencer Honeyman to the show. Spencer is an entrepreneurial business executive with a proven track record of successfully bringing innovative technology to market. He is the Chief Commercial Officer for Vi, an enterprise AI SaaS solution for health industry leaders to supe…

1
Revealed! The Silver Bullet of How to Improve Your Customer Experience 31:02

5M ago31:02

31:02

"What's the one thing we need for a stellar Customer Experience?" If we had a dollar for every time clients asked us this, we’d, well, have quite a few dollars. The question is understandable. This unspoken desire for a silver bullet solution echoes across industries. We all want a silver bullet solution that will fix our problems, whether for weig…

1
Master the Art of Staying Cool: 5 Rules to Handle Customer Crises 29:00

5M ago29:00

29:00

You will have a customer crisis. We apologize for being so direct, but the fact is customer crises are inevitable. When it does happen, will you be able to navigate it to an acceptable outcome? Do you have a comprehensive approach? We doubt it. Few organizations do. Most think a customer crisis isn’t going to happen to them or that they will be abl…

1
Trends In Tech, Marketing, & Boutique Fitness With Dan Uyemura 27:56

5M ago27:56

27:56

This week, on the Fitness + Technology podcast, host Bryan O’Rourke welcomes Dan Uyemura to the show. Dan currently is a partner and coach at Torrance CrossFit and CEO of PushPress, a business management and billing platform for boutique gyms. With almost 20 years of seasoned web application development fused with a lifetime of entrepreneurial effo…

1
Overcoming Gridlock in Decision Making: Unraveling the Paradox of False Consensus 29:10

5M ago29:10

29:10

Have you ever come across the Abilene Paradox? It's when everyone agrees to do something that no one really wants to do. Jerry B. Harvey coined "The Abilene Paradox" based on a family incident. They ended up driving 50 miles each way across the scorching Texas desert to Abilene for dinner, even though none of them wanted to go. They all thought eve…

1
How to Measure the Hidden Impact on ROI of Evoking Customer Emotions 34:17

6M ago34:17

34:17

A hidden impact exists regarding your experience management return on investment (ROI). It is often overlooked because it lurks between a specific moment in a customer process and the behavior resulting from it. However, uncovering and understanding this hidden impact is critical for comprehending its implications on the bottom line. Emily Davidson…

1
Psychology of Buying: Why 'Mental Accounting' is Critical to the Decision to Buy 32:06

6M ago32:06

32:06

Have you ever noticed that spending cash is harder than using a credit card? You are not imagining things. Different payment methods carry varying degrees of discomfort when used. Cash tends to have the most painful impact, followed by checks. Credit cards offer a lesser discomfort than cash or checks. With advancements in payment technologies like…

1
Barre Fusions: Trends In Group Fitness Programming With Erika Levy 24:59

6M ago24:59

24:59

This week, on the Fitness + Technology podcast, host Bryan O’Rourke welcomes Erika Levy to the show. Erika is the founder of The Barre Fusions Method that teaches fitness instructors how to create classes that fuse ballet barre with other formats and streamline class design. She is certified in numerous yoga and active aging certifications and curr…

1
The Ethical Roadmap: 5 Rules for Business Ethics from Academia 37:22

6M ago37:22

37:22

Exploring ethics is challenging. Given its abstract nature, it is a tough subject for learning and discussion. That said, we never falter in the face of a challenge. We developed five principles of professional ethics we believe are vital to revisit periodically. Are they rigid guidelines? Do they offer absolute answers? Are they timeless? Not quit…

1
How to Connect With Your Customers on an Emotional Level and Drive Brand Loyalty 34:17

6M ago34:17

34:17

Practicality is essential. Great ideas you can’t do anything with in the real world are a waste of time. Bob Black, one of our avid podcast listeners, likes our concepts about eliciting particular customer emotions. But he doesn’t know how to do that in practical steps. So, this episode gives them to him. Bob isn’t alone. Numerous organizations str…

1
How Your Language Dramatically Shapes People's Opinions of You, for Better or Worse! 26:31

7M ago26:31

26:31

Have you ever heard the following? Then, Bob’s your uncle. It’s the difference between chalk and cheese. On your bike, then. If you haven’t and you don’t live in the UK, Colin wouldn’t be surprised. They are British idioms and when he employ these expressions with his American pals, they usually don’t know he is talking about. However, his friends …

1
Unlocking Customer Insights: Mastering the Art of Effective Customer Research 36:12

7M ago36:12

36:12

This has been created in partnership with YouGov. Our listeners will enjoy $ 500 off their first survey from YouGov. Click here. Customer research has some big problems. You might think the big problem with customer research is not asking the right questions. But it isn’t. Then, surely it’s asking the wrong people the wrong way, right? But that’s n…

1
Recovery Trends & Evolutionary Fitness With Edward Navan 22:36

7M ago22:36

22:36

This week, on the Fitness + Technology podcast, Bryan O’Rourke welcomes Edward Navan to the show. Ed is the Co-Founder of REGYMEN Fitness and founded The Covery Wellness Spa. He has spent his career in every capacity in the industry from personal trainer, vendor rep, national account buyer, and now company owner. While he loves fitness, Edward sees…

1
What Sport Teaches Us About How to Improve Your Customers’ Experience 30:05

7M ago30:05

30:05

We want to hear from you. Simply record a video with your thoughts, ideas, reactions, lists, or whatever else you have to offer, and we might discuss it on the podcast. It’s called None of Us Are As Clever As All Of Us. To learn more, click here. Justin Stafford (justin@customersmarts.co), founder of a Customer Smarts shared how sports can teach us…

1
How To Find The Right Balance Between Fraud And The Customers Experience 36:58

7M ago36:58

36:58

Per Statista, the amount of e-commerce losses to online payment fraud in 2022 since 2020 is $41 billion. If you think that is bad, get this: it’s supposed to rise to $48 billion by the end of this year. But wait, there’s more. Messente, a dedicated business messaging platform, notes the surge in package delivery scams. TransUnion's published a stud…

1
7 Rules Guaranteed To Change Your Customer's Habits To Gain ROI 33:44

8M ago33:44

33:44

Picture this: Your customers, like individuals, operate on habitual inclinations. So, if they habitually favor a competitor’s product or service, how does one instigate change? Here, we present seven potent ways to turn the tide. But before diving into these transformative strategies, let's peer into the psychological underpinnings of habits. They …

1
6 Incredibly Important Learnings from 2023 Critical to Apply in 2024 24:41

8M ago24:41

24:41

It’s the most wonderful time of the year, and time for one of our favorite traditions: looking back on what we learned. Each of us has three things we learned in the past year that we think can help all of us moving forward into 2024. Reflection is a key part of the growth process. That’s why we are excited to continue our tradition of reflecting o…

1
How Unleashing AI to Transform CX Can Be for The Better or Worse! 38:21

8M ago38:21

38:21

This year has undeniably been dominated by the rise of AI, bringing both positive and negative outcomes. We host Alex Mead, Global Customer Service Experience Director of Alvarez & Marsal (alexmead@sky.com), to discuss this crucial topic and its implications for experiences. Mead envisions that AI will significantly reduce customer effort in their …

1
The Future of Customer Research Teams: Innovating for Success in 2024 and Beyond 26:16

8M ago26:16

26:16

The Future of Customer Research Teams: Innovating for Success in 2024 and Beyond AI's enthralling me these days, and it seems the world's caught in the same spell. One realm set for a profound AI makeover is customer market research—a topic worth diving into since it's likely on many of your radars too. Exciting or nerve-wracking—depends on which w…

1
One of The Biggest Mistakes Made Today Is Confusing Inertia With Loyalty 32:45

8M ago32:45

32:45

During a recent discussion with a valued client, I uncovered an interesting revelation. While they were delighted with their repeat business, which they attributed to customer loyalty, a closer look at the repeat business statistics painted a different picture. What I observed wasn't a steadfast commitment from their customers; rather, it appeared …

1
Unleashing the Power of AI vs. Human Touch: Which Delivers a Superior Customer Experience? 30:58

9M ago30:58

30:58

Unleashing the Power of AI vs. Human Touch: Which Delivers a Superior Customer Experience? I often say, "None of us are as clever as all of us." However, sayings are more useful when they can spur action. So, we have a proposition for you: If you have something you want to say about experiences or technology, statistics, or reports, feel free to sh…

1
How do I get the whole organization to truly embrace the customer? 33:11

9M ago33:11

33:11

My client is disappointed with their results. Their experience improvement efforts have been successful, but not as wildly successful as they had hoped. When my client shared this with me on a recent call, I was neither surprised nor perplexed about what was going on with them. Getting the whole organization to embrace the customer requires more th…

Podcasts Worth a Listen

Customerbehavior Podcasts

Podcasts Worth a Listen

Quick Reference Guide