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Managing the Customer Experience: From Intuition to Science
Episode 129th July 2025 • Customer Science • Alexander Chernev
00:00:00 00:23:00

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This episode introduces a science-based approach to managing customer experience, contrasting it with traditional reliance on intuition and personal judgment. It outlines the seven stages of the customer experience—from need activation to repurchase—and presents a strategic framework for addressing each stage. Emphasizing the role of behavioral science, the episode highlights how insights into customer beliefs, emotions, and motivations can inform more effective decisions and foster long-term loyalty.

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Season 1
1. Managing the Customer Experience: From Intuition to Science
00:23:00
2. Designing Meaningful Triggers
00:23:16
3. Triggers as Action Drivers
00:22:09
4. Utilitarian Triggers
00:17:41
5. Emotional Triggers
00:21:13
6. Identity Triggers
00:21:05
7. Thinking Fast and Slow
00:14:03
8. Drawing Attention
00:22:40
9. Focus, Primacy, and Fluency
00:21:58
10. The Power of Associations
00:23:10
11. Managing Customer Involvement
00:27:06
12. Understanding Customer Value
00:23:35
13. The Principle of Reference-Point Dependence
00:21:06
14. The Principle of Loss Aversion
00:19:46
15. The Principle of Diminishing Marginal Value
00:21:39
16. Dimensions of Customer Value
00:20:47
17. Thinking in Categories
00:32:12
18. Drawing Inferences
00:19:50
19. Thinking and Deciding
00:30:05
20. Choice Based on Reasons
00:21:09
21. The Invisible Influence of Choice Context
00:24:37
22. Choice Overload and Decision Fatigue
00:32:07
23. The Power of Defaults
00:20:13
24. Creating Value in Business Markets
00:25:57
25. From Choice to Purchase
00:17:43
26. Action Drivers and Action Barriers
00:30:36
27. Cognitive Barriers to Action
00:32:41
28. Emotional Barriers to Action
00:20:37
29. Implementational Barriers to Action
00:26:49
30. Consumption as an Experience
00:19:47
31. Managing Consumption
00:19:22
32. Overcoming Habituation
00:18:56
33. Fostering Emotional Engagement
00:22:29
34. Creating Memories
00:26:08
35. Understanding Customer Loyalty
00:22:17
36. Functional Loyalty
00:26:28
37. Emotional Loyalty
00:16:55
38. Identity Loyalty
00:21:19
39. Behavioral Loyalty
00:21:23
40. Managing Customers to Build Loyalty
00:20:54
41. Market Research as a Source of Customer Insights
00:17:11
42. Defining the Business Problem and Formulating the Research Question
00:18:56
43. Designing Exploratory Studies
00:18:27
44. Crafting Experiments to Establish Causality
00:16:11
45. Conducting Descriptive Research
00:17:06
46. Interpreting the Research Findings and Solving the Business Problem
00:17:18