Managing the Customer Experience
Alexander Chernev
Publishing Details
About This Podcast
Podcasting 2.0 Features
Explore Statistics
Recent Episodes
Interpreting the Research Findings and Solving the Business Problem
After collecting and analyzing data, the real challenge lies in interpreting results accurately and linking them to business decisions. This episode explores common validity threats, decision errors,…
Conducting Descriptive Research
Descriptive research allows companies to analyze large volumes of structured and unstructured data to understand market conditions, customer segments, and behavioral trends. This episode discusses…
Crafting Experiments to Establish Causality
This episode focuses on how experimentation is used to determine cause-and-effect relationships between marketing actions and customer responses. It explains the principles of controlled experiments,…
Designing Exploratory Studies
Exploratory research helps managers uncover insights into customer needs and behaviors when little is known about the problem space. This episode explains how techniques like focus groups,…
Defining the Business Problem and Formulating the Research Question
Framing the right business problem is a critical first step in any successful research effort. This episode discusses how to translate vague business challenges into clear, researchable questions…
Market Research as a Source of Customer Insights
This episode explores the role of market research in uncovering customer insights that drive strategic business decisions. It highlights how understanding customer motivations, preferences, and…
Managing Customers to Build Loyalty
In this episode, the focus is on managing customer experiences to build loyalty through service quality and recovery. Using the service-gap model, it outlines how to identify and close discrepancies…
Behavioral Loyalty
This episode dives into behavioral loyalty, which stems from habit rather than conscious decision-making. It describes how routine purchasing behavior is formed, reinforced, and maintained, and why…
Identity Loyalty
This episode examines identity loyalty, where customers form connections with brands that reflect or enhance their self-concept. It explains how people use products to express who they are or aspire…
Emotional Loyalty
Focusing on emotional loyalty, this episode explains how customers’ feelings—especially enjoyment and emotional reinforcement—can drive lasting brand connections. It showcases the success of…
Functional Loyalty
This episode explores functional loyalty, which is driven by customers’ satisfaction with the tangible benefits of a company’s offering. It highlights the role of performance consistency,…
Understanding Customer Loyalty
This episode introduces the concept of customer loyalty as a multidimensional phenomenon that includes both behavioral patterns and emotional commitment. It outlines four key types of…
Creating Memories
Memories of experiences—not just the experiences themselves—play a critical role in shaping future customer decisions. This episode introduces the “peak–end rule,” emphasizing how the most intense…
Fostering Emotional Engagement
This episode focuses on how emotional involvement enhances the customer experience and increases satisfaction, loyalty, and brand resonance. It explores the psychological mechanisms behind emotional…
Overcoming Habituation
Over time, even the most exciting offerings can become routine, leading to decreased enjoyment through a process called habituation. This episode explains the psychological roots of habituation and…
Managing Consumption
Consumption experiences don’t just happen—they can be designed, managed, and enhanced. This episode explores how structuring consumption, such as pacing and sequencing experiences, can boost customer…
Consumption as an Experience
This episode examines the nature of consumption beyond functionality, highlighting how people engage with products and services as immersive experiences. It explores the emotional, cognitive, and…
Implementational Barriers to Action
Implementational barriers arise when customers struggle to turn their decisions into action due to unclear steps or high perceived effort. The episode covers two key obstacles—implementation…
Emotional Barriers to Action
This episode focuses on anticipated regret as a powerful emotional barrier that hinders customers from acting on their choices. It explains how forward-looking emotions and counterfactual thinking…
Cognitive Barriers to Action
Cognitive barriers such as performance, preference, and choice uncertainty can undermine customers’ confidence and prevent purchases. The episode outlines how difficulty in assessing benefits,…
Frequently Asked Questions
Managing the Customer Experience has published 46 episodes since October 2025, covering topics in Business, Courses.
Managing the Customer Experience is currently dormant with new episodes hourly. Average episode length is 21m.
Similar Podcasts
Bewildered
Martha Beck and Rowan Mangan
129 episodes
Self Publishing School: How To Write A Book That Grows Your Impact, Income, And Business
Chandler Bolt, Founder of selfpublishing.com
324 episodes
The Gathering Room Podcast
Martha Beck
251 episodes
Rainer on Leadership
Thom Rainer
100 episodes
Build Your Copywriting Business
Comprehensive Copywriting Academy
334 episodes
3 Takeaways™
Lynn Thoman
306 episodes