Want to know why customers really stay loyal? It starts with psychology!
Meet Mark Levy, Head of Consumer Product and Customer Experience at Frontier Internet.
During today's conversation, Mark highlights how human behavior shapes customer interactions. Drawing from his new book, The Psychology of CX 101, he explains how 101 psychological principles can be applied to create meaningful, trust-driven experiences that drive business success.
Mark illustrates concepts such as the anchoring effect, peak-end rule, and Von Restorff effect with real-world examples, while also addressing the growing role of AI in customer service. Moreover, he explores practical strategies for measuring the impact of CX and creating experiences that are effortless and empathetic.
[01:54] Mark's Journey to Customer Experience
[04:00] The Intersection of Psychology and Customer Experience
[07:43] The Psychology of CX 101
[13:37] Practical Examples of Psychological Principles
[25:34] Measuring Customer Experience
[27:46] AI and Customer Experience
[32:35] Final Thoughts
[33:25] Resources
Resources
Connect with Mark:
Website: psychologyofcx101.com/
LinkedIn: linkedin.com/in/marklevy/
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