The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth

In job descriptions and resumes, there are new required skills for candidate's resumes in Behavioral Science. These jobs might be the most important new jobs in business today. But why? Behavioral science and the scientists that use it will tell you that understanding the "why" of what customers do has become table stakes in some industries today. In this episode of The Intuitive Customer, we discuss with two behavioral scientists their job descriptions, what they actually do, and what they wish people knew about what they do. Anne Wilson, Ph.D., earned her doctorate at Harvard Business School, and now works in behavioral finance for a national investment firm. Lauren Cheatham, Ph.D., got her doctorate at Stanford University, and after a stint at the University of Hawaii and then Apple, she now works in Silicon Valley at a social media giant. Both scientists have been charged with applying what they know about the behavioral sciences to guide both internal decision making, and external customer decision making. Key Ideas to Improve your Customer Experience As passionate promoters of the behavioral sciences in Customer Experience design, we are thrilled to hear that large, national brands are embracing these essential principles. We asked our guests why those firms hired behavioral scientists, what they wished everyone understood about the behavioral sciences, and if they had examples of how they were able to solve a problem using their behavioral sciences background. Here are a few key moments in the discussion: 04:09 Wilson shares what she does for the financial company with her skills. 05:36 Cheatham share why she thinks behavioral science works for organizations of all kinds, including hers. 12:17 Cheatham explains what drives her crazy about the perspective gap that exists with behavioral sciences in business. 13:20 Wilson explains why a basic knowledge of behavioral sciences is a good start, but not enough to handle the heavy lifting in the science. 21:03 Cheatham shares how her behavioral sciences tool kit resolved an issue in their Customer Experience measurement. 24:24 Wilson shares what her team looks for to resolve poor financial decision-making in their customers. 30:16 Colin asks the guests what advice they have for organizations that are considering hiring a behavioral scientist. Please tell us how we are doing! Complete this short survey. Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on Linkedin and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University. Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers. Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more. How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

You have only half a second to make an excellent first impression with your customers with your digital experience. Per the Electrical Engineering and Computer Science department at Harvard, most people form a first impression of a website in 500 milliseconds. So, the question is whether you are proud or concerned about your digital experience after hearing this stat? This episode explores the science behind how people form first impressions of digital experience and some of the ways you can use psychology and the behavioral sciences to improve your chances of making a good one. Key Ideas to Improve your Customer Experience First impressions are lasting impressions. First impressions also become the anchor for experience evaluation, meaning that customers adjust either up or down from their first impression point. So, the better your first impression, the higher your first impression, the higher your customers' final evaluation of the digital experience will be. How we evaluate websites has many other influences also. First, we tend to compare websites to the best websites we have ever used. For example, when I track a package on any website, I expect it to have the same level of clarity and information as Amazon. However, most of them do not. Also, we have experience with a wide variety of websites that set expectations or that we use as a comparison against our digital experiences. Digital experiences give you new challenges and new opportunities in the area of customer experience also. One challenge is that you cannot see how your digital experience affects customers because you aren't there. However, as we covered in a different podcast about measuring customer emotions, there are ways to gather this data. One of the new opportunities a digital experience presents is that it is easy to test what works and what doesn't because you can measure everything. Moreover, as we have said in other podcasts about Digital Transformation, changing a digital experience is easier than changing a different channel, like a retail store or a call center. The bottom line is whether it's face-to-face, on the phone, digitally, or through social media, people take in information and form an impression based on it. Understanding that, the key idea to remember is that all the things that improve an offline experience also apply in the digital experience. Here are few highlights of the conversation: 01:47 Colin shares the story of how we met his father-in-law and made a less-than-ideal first impression. 05:43 Ryan summarizes the findings from the research published about website first impressions. 07:52 We explain how first impressions can affect the overall impression of your digital experience. 14:43 Ryan explains how you can use ideas from customer segmentation to improve the first impression of the website. 17:36 We discuss the importance of measuring customers emotions in digital experience and how you can do that. 21:22 Ryan explains the website may not be your digital experience's entry point for customers, so mind the other ways customers come to you online as well. 23:14 We share our key takeaways for what you should do to optimize the possibilities of making an excellent digital first impression. Please tell us how we are doing! Complete this short survey. Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on Linkedin and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University. Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers. Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more. How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

We recently spoke to Customer Experience experts who shared an interesting insight. They all say they wish people understood that there was no one thing to do, no silver-bullet-solution for Customer Experience. We couldn't agree more. We believe that the best way to improve Customer Experiences is to do a lot of little things that add up to significant improvements. In other words, there is no one thing, but many things that you should do to improve your Customer Experience in 2021. One of the contributing factors to this mindset is the number of stories we hear in business books, blog posts, white papers, and TED talks that describe how organizations change this one small thing and revenue increases by 50 percent. While that makes an interesting story, it isn't the typical result of making a small change. Perhaps why they are so engaging; because results like that are so hard to come by. Unfortunately, they often create unrealistic expectations. Upon encountering that mindset with my clients, I find myself quoting Prime Minister Winston Churchill, who, upon election, said to his cabinet, "I have nothing to offer but blood, toil, tears, and sweat." Part of the reason this situation is reality is that Behavioral Science is complicated. Many factors affect how it works and what it does to customer behavior. Moreover, outside factors change how the concepts work with decision-making, and these factors are often out of your control. Key Ideas to Improve your Customer Experience In this episode, we discuss the problem with seeking a silver-bullet solution for your Customer Experience problems, where this problem originates, and how you can avoid making that mistake in 2021. Here are some highlights of the discussion: 03:12 Ryan shares how people's misconceptions about what science is contribute to the problem. 07:35 Colin shares a story about another contributing factor to the mindset. 12:08 Ryan introduces the ideas about boundaries to science using Newtonian Gravity as an example. 17:31 Colin compares the idea of boundaries to how you segment customer groups. 23:06 Colin shares his recommended actions with two essential things to do in 2021. 24:44 Ryan explains the difficulty with avoiding CX Management theories and how you can manage it to a successful outcome. Please tell us how we are doing! Complete this short survey. Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is the Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on Linkedin and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University. Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers. Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more. How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

No matter what business you are in, the best way to connect with your customers is through the experience you provide them. However, connecting requires knowing what customers want, and today, that isn't the same as it was 20 years ago. The Experience Economy dictates that people value experiences over material things these days. In addition to knowing what customers want, wouldn't it also be great to know what works in Customer Experience Management? Wouldn't it be even better to know what doesn't work before you waste your time and energy (and budget) trying it yourself? These ideas are the concept behind Customer Experience expert James Wallman, founder of the World Experience Organization (WXO). The WXO is a Customer Experience organization that encourages worldwide collaboration and debate on what is—and what isn't—critical to Customer Experiences. Key Ideas to Improve your Customer Experience Among other things, Wallman says the bid idea behind the WXO is to separate the useful CX concepts from the ones that are merely hot air. He hopes that the WXO will further legitimize the Experience Economic and CX movement, allow all the members to learn from each other, and see new ways to achieve customer engagement. Here are some highlights from our discussion. 03:28 Wallman explains the idea behind founding the WXO and why he did it. 05:08 Wallman describes the Experience Economy and how the WXO will help move it forward. 11:55 Wallman talks about how not having an organized and defined effort can delegitimize the CX movement. 18:06 Wallman discusses the reasons behind choosing CX pioneers to establish the WXO. 21:03 Colin explains how the human being is always at the center of the experience, no matter what type of experience it is. 23:49 Wallman shares his idea that we are all on a "Hero's Journey" and how those should look in a journey map. 30:50 We give the information on how what to do if you are interested in joining the WXO. Please tell us how we are doing! Complete this short survey. Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on Linkedin and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University. Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers. Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more. How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

Vital for 2021 - Digital Nudging Will Revolutionize Your CX Whether you realize it or not—and even if you don't know what they are—you use Digital Nudges in your online experience today. Digital Nudges are the interactions you have with customers online in your experience that inspire their actions. Every online experience has them, but not all of them are deliberate. In this episode of the podcast, we are going to take a closer look at what Digital Nudges are, how they work, and why, and share some examples of Digital Nudges that work and some that don't. We argue that designing these moments intentionally to help people make decisions that drive value for them and your organization is key to revolutionizing your Customer Experience in the post-pandemic era. Key Ideas to Improve your Customer Experience Digital Nudges build on Nobel-prize winning economist Professor Richard Thaler and Professor Cass Sunstein's concept of Nudging. Thaler and Sunstein's 2008 book Nudge: Improving Decisions about Health, Wealth, and Happiness explained that a Nudge is a way you present your customers' choices that tips the scales towards a particular option. Digital Nudges are the same idea, but specifically to the online experience. The reason Digital Nudges work is because they play into our biological psychology as human beings. People who study how consumers make buying decisions use concepts from the Behavioral Sciences to explain customer behavior. From concerns about availability to worrying about risking losing something to gain something else to finding ways to shortcut a challenging decision, the Behavioral Sciences can explain what concept (or concepts) are at work when people decide to buy from you. Perhaps most importantly, Behavioral Sciences can also show you why they don't. 02:50 We explain what we mean by the term Digital Nudging. 04:40 We give examples of what we mean by Digital Nudging and the concepts from Behavior Science behind them, starting with Scarcity. 09:05 We explain how Social Proofing can help with a Digital Nudge. 14:51 Colin shares a story about a website that did an excellent job of leveraging the ideas of Anchoring, Extremeness Aversion, and the Decoy Effect. 20:43 We explain how the Evaluability Heuristic comes into play in Digital Nudging and how to use it to buy things like an uninterruptible power supply. 23:30 We talk about how Framing Effects influence customer behavior and buying decisions. 25:46 We share the recommended actions, so you can use this information to Digitally Nudge your customers intentionally instead of leaving it to chance. Please tell us how we are doing! Complete this short survey. Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on Linkedin and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University. Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers. Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more. How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

There's light at the end of the tunnel! - Re-imagine your customer experience! There was a time when we thought this moment would never come, but we are almost there. As vaccines roll out worldwide for the SARS-CoV-2 virus, we can see the light at the end of the pandemic tunnel. This unique situation provides an unprecedented opportunity to reimagine your Customer Experience to respond to how the pandemic has changed customer behavior. Key Ideas to Improve Your Customer Experience In this episode, we discuss this exercise's critical question to present a new experience for your customers. Do you go back to how you used to do things, scrap all that and carry on doing what you have been doing this past year, or come up with some combination of the two? We believe that taking what is working now with what was working before the pandemic and creating a new optimized experience is the best course of action to foster customer-driven growth. However, it is essential to ensure that you know what your customers want, and, frankly, if you haven't researched it in the past month, you probably don't know. Understanding this crucial information is essential before you can move forward. People have changed and what they consider business as usual has too. You must know what they think is the value you provide, so you don't unwittingly eliminate it from your new experience. Here are some highlights of the discussion: 04:35 Colin presents how he came to this discussion when working with a client. 09:32 Colin shares how the milkman ruined the relationship with the Shaw family by accident. 14:04 Colin gives examples of things that have become normal for people over the past few months, which have some advantages over the old way of doing things. 18:32 Colin and Ryan emphasize what the goal should be for this exercise over the next couple of months. 22:17 Ryan shares the drawbacks that digital transformation has had on the education space, particularly in graduate school level education. 25:02 Colin and Ryan share their recommended actions to tackle this project over the next couple of months. Please tell us how we are doing! Complete this short survey. Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on Linkedin and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University. Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers. Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more. How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

This is the Most Significant Thing We Learned in 2020! Like many people, we are not sad to see the year 2020 slip into the past. We look to ringing in the new year with happy anticipation of better things to come. With a vaccine headed to us all and a new appreciation for what we share when things are "normal," we are all practically giddy at the prospect of sending this year off to the annals of history. However, even a year as challenging as this one presents new insights and opportunities for us all. Every year we usually take time to reflect on what has happened and what we have learned, and this one is no different, even if unprecedented. This episode, we share five significant insights that we gleaned from the notorious year 2020. Key Ideas to Improve Your Customer Experience From the impressive power of human resilience and ingenuity during crises to a renewed appreciation for the most important things in life, we share both personal and professional lessons we learned this year. In this episode, we also discuss what we see for the future in Customer Science and Customer Experience. Here are some highlights of the discussion: 02:27 Ryan shares his first insight about how this terrible year taught him a lot about how humans can adapt to challenging times. 05:36 Colin shares how he remembered to appreciate what he has but also what is most important to appreciate. 07:15 Ryan talks about how he sees the beneficial impact of empathy both customer- and employee-facing. 10:47 Colin explains how the future of Customer Experiences is in the area of Customer Science, which is a fusion of data, technology, and the behavioral sciences. 16:02 Colin explains how the iPhone took existing technology and changed the world and how Customer Science at a similar inflection point. 17:59 Ryan explains why Customer Science is close to changing everything as we know it. Please tell us how we are doing! Complete this short survey. Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on Linkedin and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University. Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers. Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more. How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

Designing Country Culture into Your Global Experience A dull and awkward presentation in Singapore many years ago taught me an important life lesson: One must know the local culture when presenting an experience to people to evoke the desired response. In this case, I didn't realize it was going to be different to presenting in the USA or UK. So, I kept asking for audience participation like I usually do and hearing crickets in response. It was a long morning. Many organizations with a global presence have probably had a similar situation; what works in one country does not in another. You present your carefully planned and executed Customer Experience from Country A, where it is a wild success, roll it out in Country B, and you get nothing but crickets back. The good news is that you don't have to keep having this problem. The most successful global organizations know that an overarching strategy is essential, but so are relevant and localized tactics to achieve success. Once I adapted my expectations in Singapore, the presentation went well (i.e., no crickets). You can do the same with your customer experience. Key Ideas to Improve your Customer Experience In this episode, we discuss the realities of having the same emotional outcome when having Customer Experiences within different countries. The foundational elements of the process will remain the same. However, once you implement the experience you have defined for your organizations, you must adopt the tactics to reflect the country's culture where your customers live. Perhaps most importantly, you need to recognize that localized management and ownership will be the key to your success. Here are some highlights of the discussion: 03:50 – We introduce the key idea behind a Customer Experience Statement and using it internationally. 09:40 – Colin explains the 20 emotions that drive and destroy value and how that applies to the tactics you use for different cultures. 15:31– We discuss these ideas' practical applications for organizations, starting with a general step-by-step plan for segmentation. 18:15 – We discuss the importance of diversity in the global team and management representation. 20:16- We suggest that many of these nuanced differences are noticed by and affect the subconscious. 21:51 – We explain our recommended actions and the critical nature of measuring your results in your efforts to adapt locally. Customer Experience Information & Resources Please provide us feedback on our podcast in a quick 4 minute survey. Click here for a chance to win a $ 100 Amazon voucher. LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC , which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on Linkedin and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University. Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers. Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more. How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

If the Stress Is Becoming Intolerable, This is What to Do If there is one thing 2020 has given all of us, it's a lot of stress. Coping and managing stress is a skill leaders need to relieve the pressure in their lives and help employees manage their stress so they don't pass it on to customers. I often say, Happy Employees Make Happy Customers, which is also the title of my latest book. However, happy employees are not stressed out, making managing stress a priority for today's leaders. However, managing stress is easier said than done. To get some help in this effort, we share the advice of Carmen Mohan, MD, FACP, founder of Hello Health. Dr. Mohan started Hello Health, a comprehensive executive health and wellbeing program, to help leaders manage and cope with stress themselves and their teams. Key Ideas to Improve your Customer Experience In this episode, we discuss Dr. Mohan's consultative approach to stress management. She says leaders often feel alone in their experience and, even when overwhelmed, push hard to keep going, so they meet other people's needs. She suggests leaders should realize they are not alone and that stress is common among leadership positions. Stress comes from making critical decisions quickly and professional and personal demands pulling leaders in many directions at once. Some people feel stressed because they know other people are struggling more than they are, and they feel guilty that they have it pretty good. Managing this stress is essential. First, it is hard to lead a team to success in a stressed-out state. When leaders are stressed, they often can't get the perspective they need to solve problems in the best possible way. Finally, stressed managers cannot help their teams cope with their pressures, leading to a less than exemplary Customer Experience. The COVID-19 pandemic isn't helping matters, either. None of us has ever been through a pandemic before, so we don't know what to do. We also do not know when it will end, and uncertainty does not do anything good for anyone's stress level. Add to it the acute pressures caused by the pandemic, like the fear of getting yourself or someone you care about sick or the financial insecurity caused by the shut-downs and stay-at-home orders, among others, and you have a perfect storm of high-stress times and truly anxious people. To combat these effects, Dr. Mohan has a few actionable steps. Make time for self-care and sleep. Dr. Mohan says that addressing your needs makes you better equipped to handle others' needs, even if it feels like there is no time for it. Celebrate what you did accomplish so you can rest deeply. Dr. Mohan encourages leaders to write down at least one accomplishment each day to focus on, so the mind can relax and rest deeply at night, giving the best restorative sleep to the body. Start the day by meeting your needs. Dr. Mohan encourages people to start the day doing something they like, not checking the phone and diving into the day. If your brain knows you will begin the day this way, it will relax more and sleep better. Find that decompression time you have lost. Many people find that the loss of decompression time resulting from working from home or blurring the lines between work and home life difficult. Dr. Mohan encourages people to take a walk outside to clear their minds. Find a way to keep your thoughts in the present. People who feel anxious or guilty that other people are having problems and are struggling would be well served to occupy their thoughts with the here and now. By keeping your mind occupied in the present with a task, you cannot worry about the past or the future. Here are some highlights of the discussion: 04:28 Dr. Mohan addresses the problem of marginal thinking in stress management for leaders. 07:36 We have a few actionable steps for coping with stressors. 14:18 Dr. Mohan shares how to get your mind to relax enough to get into the deep restorative sleep necessary for stress management. 20:17 Find out the easy fix to "bookend" sleep and help the mind relax during stressful times. 25:04 We cover the importance of finding moments to decompress from work to home life. 26:49 Dr. Mohan addresses how to alieve guilty feelings when you are not struggling as much as other people you know with essential activities. 28:40 We get into the advice for leaders to pass this along to their teams. Please tell us how we are doing! Complete this short survey. Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on Linkedin and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University. Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers. Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more. How can we help? Click here to learn more about Beyond Philosophy's Suite of Services

The Five Rules for Measuring and Managing Customer Emotions A lot of the behavioral sciences can feel intimidating. However, it doesn't have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. Ignoring emotion in your Customer Experience strategy is a big mistake and one you can't afford to make. Emotions are a significant influence on customer behavior with implications for your customer retention, customer loyalty, and, perhaps most importantly, customer-driven growth. Incorporating ways to measure and manage customer emotions is critical for your business strategy today. Key Ideas to Improve your Customer Experience Managing emotions can feel overwhelming. Many times we hear from clients that they don't know where to start. However, we have a plan that can set you up for success, empower your thinking, and help you tackle this critical task. In this episode, we discuss The 5 Rules for Measuring and Managing Customer Emotions, which are: Be specific. Define which emotions drive the most value for you. Measure the specific emotions across the customer journey. Design the emotions into your journey maps. Train your people on how to evoke emotions. Here are some highlights of the discussion: 02:58 We discuss why being specific about the emotions is critical and a significant improvement on breaking down emotions into "positive" and "negative." 05:29 We break down rule number two into two parts: figuring out how customers feel coming into your experience and defining what you want them to feel when they leave. 07:59 Colin shares a story of when a German insurance actuary gave him the idea for research with the London School of business, and the subject of his third book. 15:06 We clarify why you should measure your success with evoking the desired emotion, not only at a top level, but throughout the experience so you can respond appropriately where you should. 19:17 We tell you why your journey maps need you to design emotions into them with specific actions and deliberate strategy. 22:24 Colin explains how his marriage of nearly 40 years has taught him that training people in emotional intelligence is a winning strategy for any business (or marriage, for that matter). Please tell us how we are doing! Complete this short survey. Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University. Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers. Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more. How can we help? Click here to learn more about Beyond Philosophy's Suite of Services