Colin Shaw, author of The Intuitive Customer: 7 Imperatives for Moving Your Customer Experience to the Next Level, talks about the mistake many organizations make when trying to take the customer experience to the next level. Shaw says that organizations plateau because they tend to focus mostly on the rational aspects of customer service, casting aside the emotional and irrational parts of the overall experience. He says that companies assume “Customers buy rationally, but what we do is we buy emotionally and justify it with logic.” Taking the customer service experience to the next level involves behavioral economics — understanding how customers are feeling and thinking about the emotions organizations want to evoke in customers. A key aspect, he says, becomes which emotion the organization wants to evoke in their customers and making sure those emotions, in return, drive value.
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