The Customer Code: Deciphering The Psychology Behind Service Behavior
Dolores Howell
This audiobook is narrated by a digital voice.
Drawing upon extensive research and real-life examples, the book offers profound insights on the psychological factors that influence service behavior. From understanding the motivations and emotions that drive service providers to examining the impact of customer interactions on their psychological well-being, this compelling work analyzes every facet of the customer-service dynamic. With an emphasis on empathy, communication, and building authentic connections, the author presents practical strategies for both professionals in the service industry and customers themselves. By decoding the psychology behind service behavior, this book empowers readers with a deeper understanding of how to navigate the intricate dance between customer expectations and service delivery. Whether you are a business owner, a customer, or simply intrigued by human behavior, The Customer Code is a thought-provoking and illuminating read that will forever change the way you perceive the intricate world of customer service.
Duration - 3h 45m.
Author - Dolores Howell.
Narrator - Digital Voice Anya G.
Published Date - Monday, 20 January 2025.
Copyright - © 2025 Robert Lowl Londagin ©.
Location:
United States
Description:
This audiobook is narrated by a digital voice. Drawing upon extensive research and real-life examples, the book offers profound insights on the psychological factors that influence service behavior. From understanding the motivations and emotions that drive service providers to examining the impact of customer interactions on their psychological well-being, this compelling work analyzes every facet of the customer-service dynamic. With an emphasis on empathy, communication, and building authentic connections, the author presents practical strategies for both professionals in the service industry and customers themselves. By decoding the psychology behind service behavior, this book empowers readers with a deeper understanding of how to navigate the intricate dance between customer expectations and service delivery. Whether you are a business owner, a customer, or simply intrigued by human behavior, The Customer Code is a thought-provoking and illuminating read that will forever change the way you perceive the intricate world of customer service. Duration - 3h 45m. Author - Dolores Howell. Narrator - Digital Voice Anya G. Published Date - Monday, 20 January 2025. Copyright - © 2025 Robert Lowl Londagin ©.
Language:
English
- Defining customer behavior 8
Duración:00:03:01
- Importance of understanding customer behavior in service industries 11
Duración:00:03:30
Chapter 2: Fundamentals of Customer Psychology 15
Duración:00:05:12
- Psychological principles influencing customer behavior 20
Duración:00:03:19
- Perception, attitude, and decision-making processes 23
Duración:00:02:39
- The impact of emotions in customer interactions 26
Duración:00:02:20
Chapter 3: Customer Experience and Satisfaction 29
Duración:00:02:02
- Understanding customer expectations 31
Duración:00:01:40
- Factors contributing to positive customer experiences 33
Duración:00:04:03
- Measuring customer satisfaction and loyalty 37
Duración:00:03:19
Chapter 4: Social Psychology in Service Encounters 40
Duración:00:04:08
- Influence of social norms in customer behavior 44
Duración:00:02:33
- Group dynamics and their impact on service experiences 47
Duración:00:02:23
- Managing customer interactions in varied social contexts 50
Duración:00:02:35
Chapter 5: Behavioral Economics in Service Design 53
Duración:00:02:52
- Application of behavioral economics principles to service industries 56
Duración:00:03:24
- Nudges and choice architecture to influence customer behavior 59
Duración:00:02:23
- Rethinking pricing strategies to enhance customer satisfaction 62
Duración:00:02:21
Chapter 6: Cross-Cultural Psychology of Service 65
Duración:00:03:31
- The role of culture in shaping customer expectations and behaviors 69
Duración:00:02:55
- Cultural nuances in service delivery and communication 72
Duración:00:03:19
- Strategies for providing effective cross-cultural service 76
Duración:00:03:37
Chapter 7: Psychological Factors in Service Recovery 80
Duración:00:04:35
- Understanding customer responses to service failures 85
Duración:00:02:47
- Psychological implications of service recovery efforts 88
Duración:00:02:38
- Best practices for recovering customer trust and loyalty 91
Duración:00:03:37
Chapter 8: The Role of Employee Psychology in Customer Service 95
Duración:00:02:44
- Connections between employee mindset and customer experience 98
Duración:00:02:30
- Motivation and engagement of service employees 101
Duración:00:03:21
- Psychological factors influencing employee-customer interactions 104
Duración:00:03:25
Chapter 9: Managing Difficult Customers and Conflict 107
Duración:00:03:15
- Understanding difficult customer behaviors and their underlying causes 110
Duración:00:03:23
- Strategies for defusing challenging situations and resolving conflicts 113
Duración:00:02:54
- Balancing customer satisfaction and employee well-being in service recovery 116
Duración:00:03:35
Chapter 10: Behavioral Psychology of Price and Value 120
Duración:00:02:44
- Factors influencing consumer perception of price and value 123
Duración:00:03:09
- Techniques to enhance perceived value and pricing strategies 126
Duración:00:02:51
- The role of customer-perceived fairness in price evaluations 129
Duración:00:04:00
Chapter 11: Harnessing the Power of Brand Psychology 133
Duración:00:03:11
- Psychological aspects of brand perception and loyalty 136
Duración:00:02:55
- Building strong brand relationships with customers 139
Duración:00:02:15
- Utilizing brand psychology to enhance customer experiences 142
Duración:00:02:58
Chapter 12: The Influence of Technology on Customer Behavior 145
Duración:00:02:43
- The psychological implications of digital transformation in service industries 148
Duración:00:03:26
- Customer adoption of technology-driven service experiences 151
Duración:00:02:52
- Incorporating technology to create a seamless omnichannel customer journey 154
Duración:00:03:55
Chapter 13: Strategies to Influence Customer Behavior 158
Duración:00:03:04
- Behavioral change techniques for shaping customer behaviors 161
Duración:00:02:45
- Personalization strategies to enhance customer engagement 164
Duración:00:03:46
- Leveraging social influence and social proof in service encounters 168
Duración:00:02:52
Chapter 14: Ethics in Customer Behavior and Service Delivery 171
Duración:00:03:48
- Moral and ethical considerations in shaping customer behavior 175
Duración:00:02:40
- Responsible and ethical service delivery practices 178
Duración:00:03:14
- Balancing ethical concerns with customer satisfaction and business objectives 181
Duración:00:02:45
Chapter 15: Customer Behavior in the Sharing Economy 184
Duración:00:03:42
- Understanding customer behavior and motivations in the sharing economy 188
Duración:00:03:46
- Challenges and opportunities for service providers in the peer-to-peer market 192
Duración:00:03:43
- Trust-building and community management in shared-service platforms 196
Duración:00:03:06
Chapter 16: Psychological Factors in Service Innovation 199
Duración:00:02:47
- Utilizing customer insights to drive service innovation 202
Duración:00:03:11
- The role of psychological factors in service design and development 205
Duración:00:02:46
- Enhancing the adoption and acceptance of innovative service solutions 208
Duración:00:03:46
Chapter 17: Psychological Impact of Service Interactions 212
Duración:00:03:57
- Understanding the emotional and cognitive effects of customer interactions 216
Duración:00:03:19
- Implications for customer well-being and mental health 219
Duración:00:02:52
- Designing service experiences that prioritize the psychological welfare of customers 222
Duración:00:02:51
Chapter 18: The Future of Customer Behavior and Service 225
Duración:00:03:02
- Emerging trends and their impact on customer behavior and preferences 228
Duración:00:03:12
- Predictions for the future of the service industry 231
Duración:00:03:17
- Strategies for adapting to evolving customer needs and expectations 234
Duración:00:03:16
Chapter 19: Conclusion 237
Duración:00:00:01
- Implications for understanding and improving customer behavior 238
Duración:00:02:45
- Final thoughts on the future of customer psychology in service industries. 241
Duración:00:02:30