CX & Behavior
In the age of the informed customer, you are not only up against your fiercest competitor, but more importantly, you’re up against the multiple sources that shoppers consult during their decision-making processes. Google's Zero Moment…
If you’re a longtime reader of this blog, you may have noticed that we emphasize the importance of a seamless, personalized customer experience across all touch points. Zeroing in on customer experience has a couple…
Decision-making is among the most fascinating, complex and essential human behaviors that neuroscientists are only beginning to decipher. What exactly happens in our brains when we are making decisions? Why do we choose certain options?…
To successfully reach their target market, and improve interactions with customers, marketers need to understand just how much effort and time consumers put into decision-making. Decision-making is both an art, and a science, which has…
If you’re selling goods or services to people, there’s one thing I know you want: More customers. That’s a given. So, how do you get more customers? Providing advice and branding yourself as expert plays…
Today’s shoppers are confronted with seemingly endless options, leaving them with a serious case of decision fatigue. As a result, many of them experience shopping frustration, make snap decisions or decide to take the "nochoice"…
Celebrities advertising products is nothing new, in fact it has been part of our lives for years. The first celebrity endorsement dates back to the 1760’s, when the term “brand” still hadn’t been coined yet.…
At any given moment there are 4 different types of shoppers coming to your store. Depending on the product domain, their intentions, preferences and product knowledge, they want to explore and navigate your store in…
In 1968, marketers Engel, Blackwell and Kollat outlined the customer purchase decision process in five steps. And you know what? Decades later the five-step explanation to the customer purchase decision question is still the most…