Best Customerloyalty Podcasts (2024)

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

1h 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

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

10h 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

7d 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
How We Weigh Risk In Buying Decisions, The Answer Is Counter-Intuitive. Master Class Part 6: Unlocking the Psychology of Customer Experience 25:39

14d 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
The Surprising Truth About Economic Decision-Making: Why Your Logic Might be Flawed. Masterclass Part 5: Unlocking the Psychology of Customer Experience 29:25

1M 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

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

2M 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

2M 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

2M 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

3M 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
How to Craft Compelling Stories to Unlocking True Customer Engagement 29:10

3M 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
Is Ghosting Killing Your Sales? Here's How To Overcome It 30:35

4M 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
Revealed! The Silver Bullet of How to Improve Your Customer Experience 31:02

4M 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
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

5M 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

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

5M 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

6M 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

6M 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
What Sport Teaches Us About How to Improve Your Customers’ Experience 30:05

6M 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

7M 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

7M 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

7M 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

8M 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

8M 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…

1
How 'Regret' is The Most Powerful Tool in a Marketers Armory 29:32

8M ago29:32

29:32

Regret is a powerful emotion. One might not think it has a place in a marketer’s messaging toolbox. However, you might be surprised to learn that in addition to being a powerful emotion, it can also be a powerful tool. The reason we regret things depends on the situation. We can regret a purchase we made. We can regret a purchase we didn’t, too. Wh…

1
Crucial success factor: 8 ways to get others to sell your product for you 29:23

9M ago29:23

29:23

It’s pickle time again here on the podcast. This time John has a pickle with his new business. He wants to know some ways that he can get other people to help him sell his products and services. We knew several ways, eight in fact, and they might help you, too. One thing to consider when you listen to this list is how each of the tactics gets you w…

1
Discover the 14 game-changing opportunities and risks awaiting you in 2024 31:12

9M ago31:12

31:12

Colin sometimes struggles with a glass-half-empty disposition. He blames it on being born British. He felt it keenly when gathering the following 14 statistics for this episode. There are a mix of game-changing opportunities, including missed ones, and some acute risks facing organizations next year. Ryan is American, a population Colin characteriz…

1
A surprising truth! Customers really don't want choice and what to do about it 28:31

9M ago28:31

28:31

When a Stanford professor brings snacks to class, it’s fun. But you can bet it’s also an experiment, and he’s probably testing how people make choices for today and for todays that will come in the future. It turns out, that timing matters a lot when it comes to the decisions we make. The professor we are referring to is Professor Itamar Simonson, …

1
Unleash the power of this framework to drive brand success! 35:10

9M ago35:10

35:10

Poor Irene Beard. She is in a pickle, and she needs our help. A strong believer in brand, Beard is starting a new company and asked us for help getting people to take away what she wants them to about her company’s brand. Beard’s question brings up some interesting concepts regarding brands, their origins, their evolution, and their existence for o…

1
Why customers change their minds and make sure it's to your advantage! 29:08

10M ago29:08

29:08

So, you think the sale is in the bag. The customer signed the paperwork and everything. However, when you log in the next day to email, there is a cancellation. You think, what happened? People change their minds all the time for a lot of different reasons. Sometimes, it is about something they ordered or bought; sometimes, it is about paint color …

1
Why we all don't plan effectively. It's not what you think it is! 31:54

10M ago31:54

31:54

For many of us, planning can be an area of opportunity. We underestimate how much time something will take and how much time we will have available for something, particularly regarding project completion. However, Daniel Kahneman and Amos Tversky explained why we do this, and we will tell you what we can do about it. Kahneman and Tversky call this…

1
The growing trend of adding 'additional fees', is this good or bad? 32:26

10M ago32:26

32:26

Sometimes it’s a “processing” fee. Sometimes it’s called an “admin” fee. We have even seen it labeled “convenience fee,” a refreshingly candid explanation for it. However, they are always additional fees, and if you have them in your pricing, they might have terrible implications for your customer experience. However, they might not. Unfortunately,…

1
Rant Alert! These things drive me NUTS in a restaurant, what can we learn? 26:56

10M ago26:56

26:56

We can be grumpy about the restaurant experience. This self-awareness is key, especially when we realize that our behavior closely resembles the behavior of two grouchy Muppets heckling Kermit and Fozzie from the balcony. However, it’s easy to see that every business can learn from restaurants that bungle these moments of the experience. We are awa…

1
How can I establish a reputation for low prices WITHOUT seeming cheap and of low quality? 29:32

11M ago29:32

29:32

A podcast listener is in a pickle! Catherine wants to establish that her firm is known for low prices. However, she wants their reputation to avoid seeming cheap or low quality. Cheap and low quality is brand promise few firms want to make. However, many brands want to have a reputation for low prices and high quality. Unfortunately, this brand pro…

1
Are you ready to implement AI and improve your customer experience? 40:27

11M ago40:27

40:27

Is your data ready? Is your team ready? Are you ready? Being ready is critical to the successful implementation of artificial intelligence (AI) to improve your customer experience. The next competitive battleground for organizations will be predictive experiences, or experiences that anticipate customers’ needs. The ability to make these prediction…

1
Maximise your pricing by using these 3 simple tactics to gain profit 40:35

11M ago40:35

40:35

We are very judgmental, particularly when it comes to prices. We can always tell whether something is a good or bad deal. The fact that some of the ways we do this are not as accurate as others doesn’t even occur to us. Knowing that customers have different ways they evaluate your pricing that are sometimes inaccurate shouldn’t upset you, though. I…

1
8 tips to make the time your Customers wait seem acceptable 31:44

11M ago31:44

31:44

It stinks to wait around for something as a customer. Whether it’s in a waiting room or a hot sweaty line at a theme park, none of us are usually very excited about waiting around for something. However, it’s a fact of life that customers have accepted over time. It also stinks to know that your experience makes customers wait sometimes. You probab…

1
Learn how the time Customers wait reveals how internally focused you are 29:40

12M ago29:40

29:40

Waiting around for a customer experience is rarely a good thing. When customers are waiting for you, that’s usually a sign that not waiting would have been difficult or inconvenient (read: expensive) for your company. However, not valuing customers’ time is probably the most expensive mistake you can make. Then, of course, there are the times when …

Podcasts Worth a Listen

Customerloyalty Podcasts

Podcasts Worth a Listen

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