Managing the Customer Experience
Alexander ChernevThis podcast is based on The Customer Science Handbook by Alexander Chernev, professor of marketing at the Kellogg School of Management at Northwestern University. Drawing on decades of research in psychology, behavioral economics, and marketing, it examines the forces that shape customer behavior and offers a systematic approach to creating customer value. Across the different aspects of the cust... more
| Publishes | Daily | Episodes | 46 | Founded | 6 months ago |
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| Categories | CoursesMarketingEducationBusiness | ||||
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Latest Episodes
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, and cognitive biases like overconfidence and analy... more
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 how tools like regression analysis and natural langua... more
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, including covariance, precedence, and ruling out r... more
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, ethnographic research, and in-depth interviews are used to ge... more
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 that guide the data-gathering process. It also emphasi... more
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 behaviors requires systematic data collection through va... more
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 between customer expectations and actual service de... more
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 disrupting these habits can jeopardize loyalty. Case... more
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Apple Podcasts | #6 |  Singapore/Business/Marketing |
Apple Podcasts | #166 | Singapore/Business |
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Managing the Customer Experience launched 6 months ago and published 46 episodes to date. You can find more information about this podcast including rankings, audience demographics and engagement in our podcast database.
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