Behavioral Insights For Customer Experience

If you are in high ticket lead generation and looking for new clients, then here is the most overlooked principle. Time delay. As I said in the video, in high ticket leadgen scenarios, it takes in average between 60-120 days until an average lead becomes a client.  If we calculate the time between first impression and conversion into a lead,  the process is even longer. Ironically, the more you spent, the longer the cycle becomes. Yes. There will be always between 0.5 % - 3 %, depending on the quality of your funnel, which will buy immediately. But the majority doesn’t.  Too many make the mistake of treating leadgen like an e-commerce purchase. And here’s why it's wrong: Cognitive Load Theory: High-ticket decisions create cognitive overload. This automatically leads to procrastination as a default.  Neuroeconomics Research: Studies show that high-price purchases activate the pain centers in the brain (anterior insula) before the reward centers. This means that pain acknowledgment and reframing must precede benefit presentation in high-ticket offers. Like I said earlier, if you understand your audience and this reflects your in funnel, it has a major impact on the time delay. Up to 3 % immediately and between 10-30% of potential prospects within the next 60-120 days. Example for enterprise sales: the responsible decision maker worries more about the successful implementation of an AI solution and his look in front of the board than all the benefits of the solution for the company he’s working for. Mirror Neuron Activation: Detailed success stories activate mirror neurons, allowing prospects to "experience" the transformation before purchasing. This neurological hijacking is more powerful than logical argument for high-ticket justification. The importance lies in understanding, that not everything happens in one day, one week or one month. But that your target audience needs to observe over time different dimensions of your brand which helps them in making their decision. The truth is: in high ticket leadgen we have to engineer the right psychological journey that mirrors their decision process. We need to engineer a new reality for the target audience.  Where they can see themselves winning.  Hence, why I call this process reality engineering. Your understanding of marketing and psychology plays the most important role here. Why? Simply because it reduces the possible failure points. More failure points -> longer time delays and future opportunity costs. That’s why an individual look at a creative on a daily basis is the wrong metric. It doesn’t matter at all. Performance can be fluctuating. What matters is a 2-4 week period. And the lead quality. This approach is how we built multiple high ticket businesses from very low 7- to multiple 8-figure revenue. With 50-70% profit margin. While keeping lead costs steady and stable. Stop thinking about marketing and start thinking in reality engineering.

It is so important to understand and utilize the voice of your customer (VOC). The VOC is esentially the feedback, opinions, preferences, and expectations of customers about your product, service, or brand. We are taught very early on in #leanmanagement about the importance of understanding and integrating customer feedback, needs, and preferences into the product or service development process. Why? Because VOC helps ensure that products or services align closely with what customers truly want and value, reducing waste, increasing quality and increasing customer satisfaction. Many companies collect data...lots of it...but leave out the crucial step of analyzing this collected data, identifying patterns, and drawing actionable insights. Also, they collect data far too late, often after the work has been done instead of getting input at the start of the creative process. So, here are a few guidelines to help you make the most of your customer voice: 1️⃣ Gather VOC at every critical stage: pre-development, during development, post launch and at critical touchpoints. 2️⃣ Identify Patterns and Prioritize Issues: Group similar content and determine which issues or suggestions are most frequently mentioned or have the most significant impact on customer satisfaction. 3️⃣ Contextualize Feedback: Consider when, where, and how the feedback was provided to better interpret its significance. 4️⃣ Quantify Feedback: Assign metrics or scores where possible to quantify feedback. This helps prioritize improvements based on the magnitude of impact. 5️⃣ Root Cause Analysis: Dig deeper to understand the root causes of recurring issues. Sometimes, the stated problem might not be the actual underlying issue. 6️⃣ Link Feedback to Action: Connect the feedback directly to actionable steps. Develop strategies or changes that directly address the issues raised by customers. 7️⃣ Continual Improvement: Use feedback not just for immediate fixes but as part of an ongoing process for continuous improvement. Regularly revisit feedback to track progress and make further adjustments. What other tips can you add?? #voiceofthecustomer #lean #qualitymanagement #customerfeedback #customersatisfaction Image Source: Lucidchart

Getting the right feedback will transform your job as a PM. More scalability, better user engagement, and growth. But most PMs don’t know how to do it right. Here’s the Feedback Engine I’ve used to ship highly engaging products at unicorns & large organizations: — Right feedback can literally transform your product and company. At Apollo, we launched a contact enrichment feature. Feedback showed users loved its accuracy, but... They needed bulk processing. We shipped it and had a 40% increase in user engagement. Here’s how to get it right: — 𝗦𝘁𝗮𝗴𝗲 𝟭: 𝗖𝗼𝗹𝗹𝗲𝗰𝘁 𝗙𝗲𝗲𝗱𝗯𝗮𝗰𝗸 Most PMs get this wrong. They collect feedback randomly with no system or strategy. But remember: your output is only as good as your input. And if your input is messy, it will only lead you astray. Here’s how to collect feedback strategically: → Diversify your sources: customer interviews, support tickets, sales calls, social media & community forums, etc. → Be systematic: track feedback across channels consistently. → Close the loop: confirm your understanding with users to avoid misinterpretation. — 𝗦𝘁𝗮𝗴𝗲 𝟮: 𝗔𝗻𝗮𝗹𝘆𝘇𝗲 𝗜𝗻𝘀𝗶𝗴𝗵𝘁𝘀 Analyzing feedback is like building the foundation of a skyscraper. If it’s shaky, your decisions will crumble. So don’t rush through it. Dive deep to identify patterns that will guide your actions in the right direction. Here’s how: Aggregate feedback → pull data from all sources into one place. Spot themes → look for recurring pain points, feature requests, or frustrations. Quantify impact → how often does an issue occur? Map risks → classify issues by severity and potential business impact. — 𝗦𝘁𝗮𝗴𝗲 𝟯: 𝗔𝗰𝘁 𝗼𝗻 𝗖𝗵𝗮𝗻𝗴𝗲𝘀 Now comes the exciting part: turning insights into action. Execution here can make or break everything. Do it right, and you’ll ship features users love. Mess it up, and you’ll waste time, effort, and resources. Here’s how to execute effectively: Prioritize ruthlessly → focus on high-impact, low-effort changes first. Assign ownership → make sure every action has a responsible owner. Set validation loops → build mechanisms to test and validate changes. Stay agile → be ready to pivot if feedback reveals new priorities. — 𝗦𝘁𝗮𝗴𝗲 𝟰: 𝗠𝗲𝗮𝘀𝘂𝗿𝗲 𝗜𝗺𝗽𝗮𝗰𝘁 What can’t be measured, can’t be improved. If your metrics don’t move, something went wrong. Either the feedback was flawed, or your solution didn’t land. Here’s how to measure: → Set KPIs for success, like user engagement, adoption rates, or risk reduction. → Track metrics post-launch to catch issues early. → Iterate quickly and keep on improving on feedback. — In a nutshell... It creates a cycle that drives growth and reduces risk: → Collect feedback strategically. → Analyze it deeply for actionable insights. → Act on it with precision. → Measure its impact and iterate. — P.S. How do you collect and implement feedback?

What Factors Drive People to Make Purchases? Ever wondered why you absolutely HAD to have that new gadget or why you chose one brand over another? Let’s see the factors that influence consumer behaviour and how you can leverage them to boost sales. 1. 𝐄𝐦𝐨𝐭𝐢𝐨𝐧𝐚𝐥 𝐂𝐨𝐧𝐧𝐞𝐜𝐭𝐢𝐨𝐧: ➡ We like to think we're rational beings, but let's face it – emotions drive a lot of our decisions. ➡ Remember how Apple doesn't just sell phones; they sell a lifestyle? ➡ That's emotional marketing at its finest. ➡ When a brand makes you feel something – whether it's nostalgia, excitement, or belonging – you're more likely to reach for your wallet. 2. 𝐒𝐨𝐜𝐢𝐚𝐥 𝐏𝐫𝐨𝐨𝐟: 𝐖𝐞'𝐫𝐞 𝐀𝐥𝐥 𝐉𝐮𝐬𝐭 𝐅𝐨𝐥𝐥𝐨𝐰𝐢𝐧𝐠 𝐭𝐡𝐞 𝐇𝐞𝐫𝐝. ➡ Ever noticed how a busy restaurant seems more appealing than an empty one? That's social proof in action. ➡ We're wired to follow the crowd. ➡ This is why influencer marketing and user reviews are so powerful. 3. 𝐒𝐜𝐚𝐫𝐜𝐢𝐭𝐲: 𝐓𝐡𝐞 𝐅𝐎𝐌𝐎 𝐅𝐚𝐜𝐭𝐨𝐫. ➡ "Limited time offers!" "Only 2 left in stock!" Sound familiar? ➡ Scarcity taps into our fear of missing out (FOMO). ➡ Its why flash sales work so well. ➡ We're more motivated by the idea of losing out on an opportunity than by the prospect of gaining something. 4. 𝐕𝐚𝐥𝐮𝐞 𝐏𝐞𝐫𝐜𝐞𝐩𝐭𝐢𝐨𝐧: 𝐈𝐭'𝐬 𝐍𝐨𝐭 𝐀𝐛𝐨𝐮𝐭 𝐭𝐡𝐞 𝐏𝐫𝐢𝐜𝐞, 𝐈𝐭'𝐬 𝐀𝐛𝐨𝐮𝐭 𝐭𝐡𝐞 𝐕𝐚𝐥𝐮𝐞. ➡ Here's a secret: people don't always buy the cheapest option. ➡ They buy what they perceive as the best value. ➡ This is why premium brands can charge more – they're selling an experience, not just a product. ➡ As a marketer, your job is to communicate value, not just features. 5. 𝐂𝐨𝐧𝐯𝐞𝐧𝐢𝐞𝐧𝐜𝐞: ➡ In our fast-paced world, convenience is king. ➡ This explains the explosive growth of services like Amazon Prime, food delivery & quick commerce. ➡ If you can make your customer's life easier, you've got a winning formula. 6. 𝐏𝐞𝐫𝐬𝐨𝐧𝐚𝐥 𝐈𝐝𝐞𝐧𝐭𝐢𝐭𝐲: ➡ Brands aren't just selling products; they're selling identities. ➡ Think about it – why do some people swear by Apple while others are die-hard Android fans? ➡ It's not just about the tech; it's about what the brand says about them as a person. 7. 𝐓𝐫𝐮𝐬𝐭 𝐚𝐧𝐝 𝐂𝐫𝐞𝐝𝐢𝐛𝐢𝐥𝐢𝐭𝐲: ➡ In a world of fake news and scams, trust is currency. ➡ Building credibility through consistent quality, excellent customer service, and transparency can turn one-time buyers into lifelong customers. Have you noticed any of these factors influencing your own purchases? Or maybe you've successfully leveraged them in your marketing strategies? Let me know in the comments below! #ConsumerPsychology #MarketingInsights #BuyingBehavior #BrandStrategy

Surveys can serve an important purpose. We should use them to fill holes in our understanding of the customer experience or build better models with the customer data we have. As surveys tell you what customers explicitly choose to share, you should not be using them to measure the experience. Surveys are also inherently reactive, surface level, and increasingly ignored by customers who are overwhelmed by feedback requests. This is fact. There’s a different way. Some CX leaders understand that the most critical insights come from sources customers don’t even realize they’re providing from the “exhaust” of every day life with your brand. Real-time digital behavior, social listening, conversational analytics, and predictive modeling deliver insights that surveys alone never will. Voice and sentiment analytics, for example, go beyond simply reading customer comments. They reveal how customers genuinely feel by analyzing tone, frustration, or intent embedded within interactions. Behavioral analytics, meanwhile, uncover friction points by tracking real customer actions across websites or apps, highlighting issues users might never explicitly complain about. Predictive analytics are also becoming essential for modern CX strategies. They anticipate customer needs, allowing businesses to proactively address potential churn, rather than merely reacting after the fact. The capability can also help you maximize revenue in the experiences you are delivering (a use case not discussed often enough). The most forward-looking CX teams today are blending traditional feedback with these deeper, proactive techniques, creating a comprehensive view of their customers. If you’re just beginning to move beyond a survey-only approach, prioritizing these more advanced methods will help ensure your insights are not only deeper but actionable in real time. Surveys aren’t dead (much to my chagrin), but relying solely on them means leaving crucial insights behind. While many enterprises have moved beyond surveys, the majority are still overly reliant on them. And when you get to mid-market or small businesses? The survey slapping gets exponentially worse. Now is the time to start looking beyond the questionnaire and your Likert scales. The email survey is slowly becoming digital dust. And the capabilities to get you there are readily available. How are you evolving your customer listening strategy beyond traditional surveys? #customerexperience #cxstrategy #customerinsights #surveys

Having processed 100,000+ customer feedbacks with AI, I can confidently say: Customer feedback analysis is one of the best use cases for AI. And it’s also one of the worst. Let me explain: I’ve worked a lot lately on use cases that deal with analyzing customer feedback with AI: → Comments → Surveys → Reviews Thanks to Large Language Models, it’s never been easier to process this stuff at scale. Where you previously had to build complex topic models, you can now simply paste text into ChatGPT and get an interesting-sounding answer. Which is exactly the problem. Because dumping customer feedback into an LLM doesn’t actually give you any insight. It gives you a summary. Like: “Users want better usability.” “They’re confused by onboarding.” (You didn’t need AI to tell you that.) LLMs rarely generate true novelty. They compress to the mean. Which means they’ll repeat what you already suspect – just faster and fancier. If you want actual insight, you need structure. Here’s the 5-step method I use with clients: 1. Start with a problem hypothesis. Don’t ask: “What are they saying?” Ask: “Are they struggling with X?” 2. Build a taxonomy that maps to action. “Didn’t get login email” → “Email deliverability issue” “Too expensive” → “Pricing objection” 3. Count what matters. Still the most underrated skill in analytics: frequency by category. 4. Analyze temporal trends. *When* people say something often matters more than *what* they say. 5. Look for what’s missing. No positive feedback in 1,000 comments? That’s a signal too. I’m sharing the exact approach I use to turn raw customer comments into real buyer insight – using AI the right way. If you work with feedback, you’ll want this breakdown. Sign up before Friday 12pm CET → https://lnkd.in/eFzzQrMJ

Ever noticed how a product's original price influences your perception of a discounted price? Or why you think a $50 shirt marked down from $100 is a better deal than a $40 shirt with no discount mentioned? This isn't just a random thought. It's a manifestation of a cognitive bias called the Anchoring Bias. The Anchoring Bias is our human tendency to rely heavily on the first piece of information (the "anchor") we encounter when making decisions. This initial information sets a mental benchmark, influencing subsequent judgments and perceptions. For instance, if you first see a pair of shoes priced at $200 and then find a similar pair for $150, you're more likely to perceive the latter as a bargain, even if it's still above your budget. The initial $200 price tag serves as an anchor, skewing your perception of what constitutes a good deal. 💡 How the Anchoring Bias Impacts Our Decisions: Perceived Value: When we see an item originally priced at $100 now selling for $50, we feel we're getting significant value, even if the item's intrinsic value hasn't changed. Negotiations: In business deals or salary negotiations, the first number thrown into the discussion often becomes the anchor, influencing subsequent counter-offers. Investments: Stock market investors might anchor to the initial price they paid for a stock, affecting their decisions to sell or buy more. 🚀 Tips for Marketers and Businesses: Initial High Offer: 💰 When launching a new product or service, consider introducing it at a higher price. Later, when you offer discounts or promotions, customers will perceive them as more valuable due to the initial high anchor. First Impressions Matter: 👌 In negotiations or pitches, start with a strong number or fact. It can set the tone for the rest of the discussion. Comparative Advertising: 🆚 Highlight your product's features and price against a more expensive competitor. This makes your product seem like a better deal, even if the price difference is minimal. Decoy Pricing: 🧩 Introduce a slightly more expensive option with fewer features than your main product. This makes your main product seem more valuable, even if it's only slightly cheaper. Contextual Anchoring: 🏆 Place premium products next to standard ones. The contrast in features and price can make the standard product seem more affordable and the premium one more luxurious. So, the next time you're evaluating a deal, making an investment, or setting prices, remember the power of the Anchoring Bias. Recognizing it can lead to more informed decisions and smarter strategies. –-- P.S. I'm covering the business aspect of the Anchoring Bias and how you can use it in marketing and business growth in this week’s edition of my newsletter Mindful Marketing 💌. You can join the newsletter for free here: https://lnkd.in/gTVS-nq9 #AnchoringBias #ConsumerPsychology #MarketingStrategy #BusinessInsights

While browsing on Myntra's product page, I noticed a small but powerful micro-interaction: the subtle animation when you add an item to your wishlist. When you tap the heart icon to add an item to your wishlist, something small but delightful happens. The heart doesn’t just flip from empty to filled. It animates. It bounces, fills with color, and lingers just long enough to make you smile. This raises an important question for PMs: How do we justify prioritizing delight-driven micro-interactions when our backlogs are full of “must-have” features? Why does it matter? 🔹 Feedback Principle (Design) ↳ Instead of a flat state change, the animation tells you: “Yes, your action worked.” It’s intuitive, instant, and doesn’t need explanation. 🔹 Emotional Resonance (User Psychology) ↳ That little bounce transforms a dry utility (saving an item) into a delightful moment. Over time, these micro-delights compound into positive brand memory. 🔹 PMTrade-off ↳ Here’s the hard part: such details rarely look urgent in a backlog. They don’t directly promise higher conversion next quarter. But they act as experience multipliers, small touches that make the entire product feel polished, premium, and memorable. Coming back to the critical question for PMs: 👉 How do we weigh intangible delight against tangible metrics? 👉 When do we make space for these “wishlist moments” in our roadmap? Share your thoughts ! #UXDesign #ProductManagement #MobileUX #UserExperience #DesignThinking #ProductManager #ProductDesign #UIUX #Design

The CX landscape is evolving rapidly, with hyper-personalization, proactive service, and seamless support becoming tangible realities, not just lofty goals. Generative AI is at the forefront of this transformation, revolutionizing how businesses engage with customers across all touchpoints. Here’s how Generative AI is reshaping the CX landscape: 1️⃣ Hyper-Personalization at Scale: Businesses can now tailor billions of unique messages for customers within weeks, leading to significant outcomes like a 1.9x increase in conversion rates with personalized campaigns. Customizing specific vehicle details saw a remarkable 3.3x boost. Generative AI streamlines data gathering, content tagging, and campaign optimization, delivering results efficiently. 2️⃣ Smarter Self-Service with GenAI Chatbots: GenAI-enabled ChatUX offers dynamic and personalized interactions, providing real-time recommendations and a notable 13-point usability score improvement in just nine weeks. These AI-driven chatbots are transforming customer interactions and support services. 3️⃣ Empowered Employees for Faster Resolutions: Generative AI empowers teams to address issues proactively, leading to a 12% increase in net revenue retention for a B2B tech company and a 40% reduction in outbound calls while enhancing productivity by 50%. AI tools enable employees to focus on delivering exceptional experiences rather than mundane tasks. Businesses leveraging Generative AI are not just serving customers; they are exceeding expectations, fostering loyalty, and establishing new industry standards. The pivotal question remains: Is your business prepared to adopt Generative AI and elevate the customer experience to new heights? Let’s collaborate to redefine customer interactions and drive innovation together. #GenerativeAI #CustomerExperience #CXInnovation #AITransformation #BusinessGrowth #HyperPersonalization #FutureOfWork Successive Digital

I'm excited to share a recent project where I tackled the UI/UX design of a fintech app! The original design, while functional, lacked intuitiveness and clarity, leading to user frustration. Here's a glimpse into the transformation: Before: ↠ Cluttered interface with overwhelming information. ↠ Inconsistent visual hierarchy, makes it difficult to find key features. ↠ Unclear navigation, leading to user confusion. After: ↠ Streamlined layout: prioritize essential information for easy access. ↠ Enhanced visual hierarchy: a clear distinction between primary and secondary elements. ↠ Intuitive navigation: simplified flow for a seamless user experience. The results? ↠ Increased user engagement: Users found it easier to navigate the app and complete tasks. ↠ Improved user satisfaction: positive feedback on the app's ease of use and clarity. ↠ Enhanced brand perception: a sleek and user-friendly design aligned with the brand's vision. This project highlights the power of effective UI/UX design in the fintech industry. By prioritizing user needs and creating an intuitive experience, we can empower users to manage their finances confidently. #fintech #designthinking #uxui #finance #appdesign #userexperience Feel free to share your thoughts and experiences in the comments below! P.S. I am also open to connecting with other design professionals and fintech enthusiasts!