What's on your mind? Let CX Passport know...
Your buyer isn't thinking about you nearly as much as you think they are.
Alyssa Nolte built her career on consumer psychology and buyer behavior research... eye tracking, presidential campaign advertising, the science of what moves people from curious to committed to coming back. She now runs Ology Collective, helping companies understand how their customers actually buy, not how they assume they buy.
That gap between assumption and reality is bigger than most companies realize. Customers don't care about your departments, your KPIs, or your internal language. They experience your brand as one continuous thing. And every time the effort of working with you outweighs the value you deliver, the math quietly turns against you.
What you'll learn in this episode:
Why companies design experiences for themselves instead of their customers... and how to break that pattern
The effort vs. value equation that quietly kills customer retention
The line between motivating a buyer and manipulating one
How LinkedIn authenticity can open real business relationships
Why 80% capacity is a feature, not a bug
CHAPTERS
00:00 Consumer psychology meets customer experience
02:35 The self-reinforcing echo chamber problem
05:13 Productivity culture as a barrier to customer empathy
08:00 The effort vs. value equation across the customer journey
10:14 The line between motivating and manipulating
12:50 Do customers share blame for bad experiences
14:45 First Class Lounge
19:54 The Notorious Plant Killer ... authenticity on LinkedIn
24:56 What 140+ podcast conversations taught Alyssa about buyers
27:01 Podcasting as an authentic brand connection tool
Guest Resources
Alyssa Nolte on LinkedIn: https://www.linkedin.com/in/alyssanolte/
The Growth Signal Podcast: https://rss.com/podcasts/thegrowthsignal/
Alyssa's Substack - Alyssa Likes To Talk: @alyssalikestotalk
Alyssa's website: https://alyssanolte.com/
Listen: https://www.cxpassport.com
Watch: https://www.youtube.com/@cxpassport
Newsletter: https://cxpassport.kit.com/signup
I'm Rick Denton and I believe the best meals are served outside and require a passport.
Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).
