Ep 160: The Customer Experience - Bringing behavioural science into your customer experience

BritCham Singapore

Welcome to our first episode of The Customer Experience Series where we explore how to bring behavioural science into your customer experience. In this episode, our speakers from GoBeyond speak to Nicki Houghton on how businesses have started to apply behavioural science principles to customer experience in order to improve their services and products.

During their discussion, it was noted how businesses can apply behavioural science to customer experience through multiple methods that influences one's decisions. One such example was the use of nudges which are subtle cues which encourages an individual to make a certain decision. Research has shown that customer behaviour can be influenced by a variety of factors, such as social norms, emotions, cognitive biases, and environmental cues. By understanding these factors, businesses can design their customer experience to encourage positive behaviours and improve customer satisfaction.

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