We all know too well in any business or industry, there will always be difficult customers along the way where we will need to deal with professionally. As a business owner, you have a choice to make. You can either fight with them (which will only make it worse) or embrace this change positively.

According to an article published by Brand Quarterly.com, for many years, the field of economics assumed that people always make rational decisions as customers. However, as time passed, it became clear that this assumption of rational customer decision-making wasn’t true.

In today’s modern world, in order to be successful with our customer experience, we need to embrace them; we need new thinking.

This new thinking follows three fundamental concepts in today’s customer experience efforts:

  1. People’s decisions as customers are driven by emotions, even if they appear to be rational.

  2. To better understand why people do things, we must first understand the psychology of their decisions.

  3. Believing that your customers only buy based on price can destroy your customer experience as buying decisions are far more complicated than that.

The important here is when you know why people do what they do, it helps you predict what they will do next, helping you solve any implications that may arise next. When you do this, it helps provide them with a pleasant experience that leads them to buy what feels natural.

With this, you’re also able to train your sales team to identify how customers feel, making it easier to design future successful experiences. 

So, to which group do you want to belong?

Do you have interesting ideas on how to embrace your customers? We would love to hear from you.

P: 1800 809 132
E: hello@ewib.com.au
W: www.ewib.com.au

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