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
Networks:
Dolores Howell
Digital Voice Anya G
Robert Lowl Londagin
English Audiobooks
Findaway Audiobooks
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
Duration:00:03:01
- Importance of understanding customer behavior in service industries 11
Duration:00:03:30
Chapter 2: Fundamentals of Customer Psychology 15
Duration:00:05:12
- Psychological principles influencing customer behavior 20
Duration:00:03:19
- Perception, attitude, and decision-making processes 23
Duration:00:02:39
- The impact of emotions in customer interactions 26
Duration:00:02:20
Chapter 3: Customer Experience and Satisfaction 29
Duration:00:02:02
- Understanding customer expectations 31
Duration:00:01:40
- Factors contributing to positive customer experiences 33
Duration:00:04:03
- Measuring customer satisfaction and loyalty 37
Duration:00:03:19
Chapter 4: Social Psychology in Service Encounters 40
Duration:00:04:08
- Influence of social norms in customer behavior 44
Duration:00:02:33
- Group dynamics and their impact on service experiences 47
Duration:00:02:23
- Managing customer interactions in varied social contexts 50
Duration:00:02:35
Chapter 5: Behavioral Economics in Service Design 53
Duration:00:02:52
- Application of behavioral economics principles to service industries 56
Duration:00:03:24
- Nudges and choice architecture to influence customer behavior 59
Duration:00:02:23
- Rethinking pricing strategies to enhance customer satisfaction 62
Duration:00:02:21
Chapter 6: Cross-Cultural Psychology of Service 65
Duration:00:03:31
- The role of culture in shaping customer expectations and behaviors 69
Duration:00:02:55
- Cultural nuances in service delivery and communication 72
Duration:00:03:19
- Strategies for providing effective cross-cultural service 76
Duration:00:03:37
Chapter 7: Psychological Factors in Service Recovery 80
Duration:00:04:35
- Understanding customer responses to service failures 85
Duration:00:02:47
- Psychological implications of service recovery efforts 88
Duration:00:02:38
- Best practices for recovering customer trust and loyalty 91
Duration:00:03:37
Chapter 8: The Role of Employee Psychology in Customer Service 95
Duration:00:02:44
- Connections between employee mindset and customer experience 98
Duration:00:02:30
- Motivation and engagement of service employees 101
Duration:00:03:21
- Psychological factors influencing employee-customer interactions 104
Duration:00:03:25
Chapter 9: Managing Difficult Customers and Conflict 107
Duration:00:03:15
- Understanding difficult customer behaviors and their underlying causes 110
Duration:00:03:23
- Strategies for defusing challenging situations and resolving conflicts 113
Duration:00:02:54
- Balancing customer satisfaction and employee well-being in service recovery 116
Duration:00:03:35
Chapter 10: Behavioral Psychology of Price and Value 120
Duration:00:02:44
- Factors influencing consumer perception of price and value 123
Duration:00:03:09
- Techniques to enhance perceived value and pricing strategies 126
Duration:00:02:51
- The role of customer-perceived fairness in price evaluations 129
Duration:00:04:00
Chapter 11: Harnessing the Power of Brand Psychology 133
Duration:00:03:11
- Psychological aspects of brand perception and loyalty 136
Duration:00:02:55
- Building strong brand relationships with customers 139
Duration:00:02:15
- Utilizing brand psychology to enhance customer experiences 142
Duration:00:02:58
Chapter 12: The Influence of Technology on Customer Behavior 145
Duration:00:02:43
- The psychological implications of digital transformation in service industries 148
Duration:00:03:26
- Customer adoption of technology-driven service experiences 151
Duration:00:02:52
- Incorporating technology to create a seamless omnichannel customer journey 154
Duration:00:03:55
Chapter 13: Strategies to Influence Customer Behavior 158
Duration:00:03:04
- Behavioral change techniques for shaping customer behaviors 161
Duration:00:02:45
- Personalization strategies to enhance customer engagement 164
Duration:00:03:46
- Leveraging social influence and social proof in service encounters 168
Duration:00:02:52
Chapter 14: Ethics in Customer Behavior and Service Delivery 171
Duration:00:03:48
- Moral and ethical considerations in shaping customer behavior 175
Duration:00:02:40
- Responsible and ethical service delivery practices 178
Duration:00:03:14
- Balancing ethical concerns with customer satisfaction and business objectives 181
Duration:00:02:45
Chapter 15: Customer Behavior in the Sharing Economy 184
Duration:00:03:42
- Understanding customer behavior and motivations in the sharing economy 188
Duration:00:03:46
- Challenges and opportunities for service providers in the peer-to-peer market 192
Duration:00:03:43
- Trust-building and community management in shared-service platforms 196
Duration:00:03:06
Chapter 16: Psychological Factors in Service Innovation 199
Duration:00:02:47
- Utilizing customer insights to drive service innovation 202
Duration:00:03:11
- The role of psychological factors in service design and development 205
Duration:00:02:46
- Enhancing the adoption and acceptance of innovative service solutions 208
Duration:00:03:46
Chapter 17: Psychological Impact of Service Interactions 212
Duration:00:03:57
- Understanding the emotional and cognitive effects of customer interactions 216
Duration:00:03:19
- Implications for customer well-being and mental health 219
Duration:00:02:52
- Designing service experiences that prioritize the psychological welfare of customers 222
Duration:00:02:51
Chapter 18: The Future of Customer Behavior and Service 225
Duration:00:03:02
- Emerging trends and their impact on customer behavior and preferences 228
Duration:00:03:12
- Predictions for the future of the service industry 231
Duration:00:03:17
- Strategies for adapting to evolving customer needs and expectations 234
Duration:00:03:16
Chapter 19: Conclusion 237
Duration:00:00:01
- Implications for understanding and improving customer behavior 238
Duration:00:02:45
- Final thoughts on the future of customer psychology in service industries. 241
Duration:00:02:30