Customer Engagement Leveraging Behavioral Science

Lightning Lessons

Practical skills & tools to accelerate your career

Customer Engagement Leveraging Behavioral Science

Hosted by John Gusiff

293 students

What you'll learn

An Overview of The Wheel of Progress® Framework

An overview of the JTBD-based Cycle of Customer Progress from struggling moment to continuous use/habit formation.

Customer Engagement objectives across The Wheel of Progress®

Covering Grab Attention, Activate Goal, Build Interest, Create Desire, Frame Choice, and Deliver Impactful Experience.

Leveraging Different Behavioral Science Tactics

Leveraging different behavioral science tactics (e.g., curiosity gap, halo effect, social proof, IKEA effect, etc.).

Leveraging the 15 Make It Behavioral Design Strategies

Sharing examples of how different Make It strategies (e.g., meaningful, immersive, tangible, etc,) drive engagement.

Why this topic matters

This Lightning Lesson on applied behavioral science for customer engagement provides insights into the different behavioral science tactics that can be leveraged at various points in the cycle of customer progress from first thought (struggling moment) to continuous use (habit formation). In addition, it highlights how the fifteen different Make It Toolkit Strategies inform them.

You'll learn from

John Gusiff

Managing Partner at Customer Centric Solutions LLC

He is passionate about improving the lives of customers via human-centered design and design thinking methods. He leverages customer jobs-to-be-done (jtbd) insights research along with applied behavioral science when consulting with his clients.

He has worked directly with executives in marketing, sales, product development, customer service and support functions to help them rethink how they better service their customers and implement the processes, organization, and technology to support it.

Clients have included: American Honda, Canada Goose, Citibank, Ecobee, G Adventures, Gympass, Humana, Porch, lululemon, Royal Ambulance, Shaklee, and TransAlta.

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