May 15, 2021
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.
There is a common misconception in organizations that their business customers buy rationally. However, these same organizations also think that their business is built on relationships. This dichotomy comes from a misunderstanding about business customers: they have emotional needs in their business-to-business relationships just like they do in their business-to-consumer ones.
Business customers want many of the same things retail customers do. Business customers share the same emotional needs to feel cared for by the companies they do business with for their business. They need to know they are appreciated and that they can trust the suppliers they use to help them reach their goals.
In other words, they need to feel happy and pleased with their business-to-business Customer Experience. In this episode, we share the 5 rules for managing your Customer Experience in business-to-business relationships, including:
Key Ideas to Improve your Customer Experience
Here is a quick summary of why these are the five rules:
Here are some highlights of the discussion:
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Customer Experience Information & Resources
This podcast is sponsored by Verint.
Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to meet ever-increasing, ever-shifting consumer interactions and demands.
Download the new Verint research report on the Engagement Capacity Gap, by visiting www.Verint.com/boundless
Customer engagement is critical to your success. Join this three-day, virtual conference to discover tools and techniques that can help you build enduring customer relationships. Register at www.Verint.com/engage
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.