{"id":31746,"date":"2023-06-24T03:06:26","date_gmt":"2023-06-24T07:06:26","guid":{"rendered":"https:\/\/beyondphilosophy.com\/?p=31746"},"modified":"2023-07-10T17:31:21","modified_gmt":"2023-07-10T21:31:21","slug":"the-astounding-reason-customers-buy-that-they-keep-a-secret","status":"publish","type":"post","link":"https:\/\/beyondphilosophy.com\/the-astounding-reason-customers-buy-that-they-keep-a-secret\/","title":{"rendered":"The astounding reason customers buy that they keep a secret"},"content":{"rendered":"\n<!-- iframe plugin v.6.0 wordpress.org\/plugins\/iframe\/ -->\n<iframe loading=\"lazy\" style=\"border:none\" src=\"\/\/html5-player.libsyn.com\/embed\/episode\/id\/26716113\/height\/100\/width\/\/thumbnail\/yes\/render-playlist\/no\/theme\/custom\/tdest_id\/606730\/custom-color\/f7a011\" height=\"100\" width=\"100%\" scrolling=\"no\" 0=\"allowfullscreen\" 1=\"webkitallowfullscreen\" 2=\"mozallowfullscreen\" 3=\"oallowfullscreen\" 4=\"msallowfullscreen\" class=\"iframe-class\" frameborder=\"0\"><\/iframe>\n\n<p class=\"p1\">You wouldn&#8217;t think to look at it that The Magic Castle hotel in Los Angeles has been ranked in the top ten hotels on TripAdvisor, but it has. A converted apartment building has turned its unassuming appearance into an excellent experience for its guests, and how they do it isn&#8217;t that big of a thing, quite the opposite. It&#8217;s the little things make a big difference in their customer satisfaction.<span class= \"Apple-converted-space\">&nbsp;<\/span><\/p>\n<p class=\"p1\">In this case, it&#8217;s things like a popsicle hotline that makes this small hotel a surprisingly successful one. People who use the hotline\u2014aka a red phone with a sign over it that reads, &#8220;Popsicle Hotline&#8221;\u2014poolside receive a popsicle from the staff.<\/p>\n<p class=\"p1\">Now, people remember this small thing when they talk about their experience. However, there are countless little things that happen in an experience that they don&#8217;t remember. These little things often create value to customers. However, since they don&#8217;t always remember them later when asked, they keep them a secret. In other words, they can&#8217;t tell you because they didn&#8217;t remember that moment specifically.<span class= \"Apple-converted-space\">&nbsp;<\/span><\/p>\n<p class=\"p1\">In this episode, we explore the little things in an experience that create value for customers and what you can do to leverage these types of moments in yours.<\/p>\n<p class=\"p4\">Here are some other key moments in the discussion:<\/p>\n<ul class=\"ul1\">\n<li class=\"li4\"><strong>04:48 <span class= \"Apple-converted-space\">&nbsp;<\/span><\/strong> We both share many small things that can occur in an experience and how they create value.<span class=\"Apple-converted-space\">&nbsp;<\/span><\/li>\n<li class=\"li4\"><strong>09:34<span class= \"Apple-converted-space\">&nbsp;<\/span><\/strong> We get into the idea of nudges and how they can affect our judgment of quality for an experience.<\/li>\n<li class=\"li4\"><strong>13:51<span class= \"Apple-converted-space\">&nbsp;<\/span><\/strong> Colin shares an example of how small things can also change an experience and customer behavior at the same time, which just might save the world.<span class=\"Apple-converted-space\">&nbsp;<\/span><\/li>\n<li class=\"li4\"><strong>20:11<span class= \"Apple-converted-space\">&nbsp;<\/span><\/strong> We talk about how you can apply this idea of convincing people to change in your experience with a little nudge and how to leverage that for experience improvement.<\/li>\n<li class=\"li4\"><strong>24:02<span class= \"Apple-converted-space\">&nbsp;<\/span><\/strong> Colin explains how the Emotional Signature can help in your efforts to determine what are some of these &#8220;secret&#8221; things that matter to customers.<span class=\"Apple-converted-space\">&nbsp;<\/span><\/li>\n<li class=\"li4\"><strong>28:21<\/strong> We share our practical advice for applying this concept of improving small things for people in your experience.<\/li>\n<\/ul>\n<p><span class= \"Apple-converted-space\">_________________________________________________________________<\/span><\/p>\n<p>Did you know we have a YouTube Channel too?&nbsp;<a href=\"https:\/\/www.youtube.com\/c\/ColinShaw_CX?utm_source=Youtube&amp;utm_medium=LinkedIn+Article&amp;utm_campaign=Newsletter:+Fear\" rel=\"nofollow noopener\" target=\"_blank\">Check it out here<\/a>.<\/p>\n<p> Connect with Colin on LinkedIn&nbsp;<a href=\"https:\/\/www.linkedin.com\/in\/colinrjshaw\/\" rel=\"nofollow noopener\" target=\"_blank\">HERE<\/a>.<\/p>\n<p> Follow Colin on Twitter&nbsp;<a href=\"https:\/\/twitter.com\/ColinShaw_CX?ref_src=twsrc%5Egoogle%7Ctwcamp%5Eserp%7Ctwgr%5Eauthor\" rel=\"nofollow noopener\" target=\"_blank\">HERE<\/a>.<\/p>\n<p> Click&nbsp;<a href=\"https:\/\/beyondphilosophy.com\/our-team\/ryan-hamilton\/\">HERE<\/a>&nbsp;to learn more about Professor Ryan Hamilton of Emory University.&nbsp;<\/p>\n<p> To learn more about Beyond Philosophy&#8217;s Suite of Services&nbsp;<a href=\"https:\/\/beyondphilosophy.com\/cx-services\/\">Click here<\/a>.<\/p>\n<p><a href=\"http:\/\/intuitivecustomer.libsyn.com\/the-astounding-reason-customers-buy-that-they-keep-a-secret?tdest_id=606730\" rel=\"nofollow noopener\" target=\"_blank\"><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>You wouldn&#8217;t think to look at it that The Magic Castle hotel in Los Angeles has been ranked in the top ten hotels on TripAdvisor, but it has. A converted apartment building has turned its unassuming appearance into an excellent experience for its guests, and how they do it isn&#8217;t that big of a thing, [&hellip;]<\/p>\n","protected":false},"author":3143,"featured_media":24561,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[640],"tags":[],"class_list":["post-31746","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-podcasts"],"_links":{"self":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts\/31746","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/users\/3143"}],"replies":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/comments?post=31746"}],"version-history":[{"count":0,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts\/31746\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/media\/24561"}],"wp:attachment":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/media?parent=31746"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/categories?post=31746"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/tags?post=31746"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}