May 16, 2020
Post Pandemic Silver Lining: Are You Grasping This Incredible
opportunity?
As everything starts to open, what is the silver lining of the
pandemic? This is a unique opportunity to change customers’ habits
and there has never been a better time to help customers form new
habits. As states have reopened and people are emerging from their
homes into the bright light of the post-pandemic world, we have a
unique opportunity to make some changes in customer behavior
that can lead to customer-driven growth.
In this episode of The Intuitive Customer, we are going to talk
about how habits form and why. We will also discuss why this is an
unprecedented chance to get your customers to change habits that
will benefit your bottom line.
Key Takeaways:
Here are a few key takeaways from this episode:
Habits are a cycle of Cue, Routine Reward. The cue is the
stimulus; the routine is the reaction to the cue, and the reward is
the benefit of the action. Consistent participation in the cycle
results in a habit, for good or ill.
The Intuitive System governs the realm of habits. You might
recall that we all have two systems of thinking: the fast and
emotional Intuitive System, and the slow and logical Rational
System. As habits are automatic reactions to the cycle, they are
picked up by the Intuitive System.
Habits can be challenging to overcome once
initiated. The automatic nature of the cycle makes
habits challenging to manage. This fact is troublesome to managers
of Customer Experiences, mainly when the habitual behavior is for
the competition.
A common misconception about habits is that they cannot be
overruled. While it is true that habits can be challenging to
overcome once initiated, they are not an overwhelming desire that
cannot be changed. If you decide you want to do something
different, you can. It will just take a conscious effort to change
the behavior when the cue initiates.
The reason now is a great time to change behavior is because
business-as-usual is already disrupted. COVID-19 stay at home
orders have already disrupted everything for customers, including
their usual habitual cues.
Recommended Actions:
Since the world is not going back to the way it was, everything is
going to be different. As a result, there are a few key takeaways
we have for how to change customers’ habits, which include:
Figure out the cues that triggered the customers’
routines. What happened to the customer right before they
exhibited habitual behavior?
Determine what habit you would prefer to see at that
moment. What would you change about the habitual behavior you
observe currently?
Research whether there are hidden, unmet needs. What is
something that customers do not get right now that would create a
lot of value for them? (For this one, we recommend doing a deeper
dive into what customers really want, not what they say they want.
Our Emotional Signature® can help.)
Choose a strategy to implement a change in the cue that will
encourage the new desired habit. What can we do in our
experience that addresses these unmet needs that will inspire a new
pattern to form?
Do not wait until the new normal is established. Is there
something we can do today to set up the new customer behavior we
want?
To discuss this further contact us at www.BeyondPhilosophy.com
About Beyond Philosophy:
Beyond Philosophy help organizations unlock growth by discovering
customers' hidden, unmet needs that drive value ($). We then
capitalize on this by improving your customer experience to meet
these needs thereby retaining and acquiring new customers across
the market.
This podcast is produced by Resonate Recordings. Click here find
out more.