Many organizations are trying to improve their Customer experience as their Customer measures (NPS etc) plateau, but struggle to know what to do. To address these new problems, new thinking is needed. You need to understand the intuitions that drive your Customer’s Behavior at an emotional, subconscious and psychological level.
This new thinking is outlined in this groundbreaking new book, “The Intuitive Customer: 7 imperatives for moving your Customer to the next level, Palgrave MacMillan, October 2016.
Colin Shaw and Professor Hamilton have distilled this wisdom down to Seven Imperatives that an organization must embrace to move their Customer Experience to the next level. With this easy and entertaining read, yours could be next organization to take a massive leap forward. In this ground breaking book you will learn how to move your Customer Experience to the next level by embracing customer’s irrationality, recognizing that people are complex and often what they say and do can be very different. You will also discover the all-important role that memory has in Customer Loyalty.
Shaw & Hamilton provide a series of examples, best practice and practical tools to help you move your CX to the next level. They provide examples of organizations that have embraced this approach and improved their Net Promoter scores by 40 points in 30 months, which has grown their revenues by 10%.