{"id":55338,"date":"2023-12-26T06:00:02","date_gmt":"2023-12-26T06:00:02","guid":{"rendered":"https:\/\/hyken.com\/amazing-business-radio-show\/enabling-recognizing-and-celebrating-great-customer-service-copy\/"},"modified":"2024-02-05T07:01:27","modified_gmt":"2024-02-05T07:01:27","slug":"understanding-customer-behavior","status":"publish","type":"post","link":"https:\/\/hyken.com\/amazing-business-radio-show\/understanding-customer-behavior\/","title":{"rendered":"How to Know What Your Customers Want with Akin Arikan"},"content":{"rendered":"<h3 class=\"p1\"><b>Top Takeaways:<\/b><\/h3>\r\n<ul>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"none\">The customer&#8217;s perception matters most. Never assume you know what your customer wants without looking at data. Even the most passionate organizations can misinterpret customer behavior, so always rely on data to make decisions.\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;134233279&quot;:true}\">\u00a0<\/span><\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"none\">Embrace continuous improvement. Once you find success, it doesn&#8217;t mean you should stop. Keep learning and looking for changes to enhance the customer experience. Continuous improvement is essential for businesses to stay ahead of the competition and adapt to changing customer needs and preferences.\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;134233279&quot;:true}\">\u00a0<\/span><\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"none\">Experience what it is like to be a customer in your business to identify areas for improvement and ensure a seamless, engaging experience for your customers.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;134233279&quot;:true}\">\u00a0<\/span><\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"none\">Use data to understand customers&#8217; digital behavior. By analyzing data, organizations can learn valuable insights into what their customer needs and wants. This enables them to have the customer in mind when designing and improving\u00a0 digital experiences.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;134233279&quot;:true}\">\u00a0<\/span><\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"5\" data-aria-level=\"1\"><span data-contrast=\"none\">Making small, thoughtful adjustments based on customer behavior data can lead to substantial improvements in customer engagement and conversions. These adjustments can make a big difference in how customers interact with your brand online.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;134233279&quot;:true}\">\u00a0<\/span><\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"none\">When customers interact with your digital channels, their behaviors can provide valuable feedback. Embrace this feedback and be willing to adjust and refine the digital experiences in response to customer preferences and interactions.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;134233279&quot;:true}\">\u00a0<\/span><\/li>\r\n<\/ul>\r\n<ul>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"none\">Plus, Akin shares what changes brands like L&#8217;Occitane and GoPro made to increase sales based on customer behavior and preferences. Tune in!<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;134233279&quot;:true}\">\u00a0<\/span><\/li>\r\n<\/ul>\r\n<h3><b>Quotes:<\/b><\/h3>\r\n<span data-contrast=\"none\">&#8220;Customers can behave differently from what we expect. Customer experience analytics can tell us what didn\u2019t work, what didn\u2019t resonate, and what we should change to really hit home with our customers.&#8221;<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"none\">&#8220;Customer experience analytics are too important to be the job of just analysts. It is for everyone on the team that needs to make decisions to improve the customer experience.&#8221;<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"none\">&#8220;It may feel risky to try something new for your customers. Use data to quickly understand what the customer thinks about it. Then, correct and refine, and you will be rewarded.&#8221;<\/span>\r\n<p class=\"p1\"><b>About:<\/b><\/p>\r\n<span data-contrast=\"none\">Akin Arikan has 20 years of experience in analytics. He is the author of two books, <\/span><a href=\"https:\/\/www.amazon.com\/Multichannel-Marketing-Metrics-Methods-Offline\/dp\/047023959X\" target=\"_blank\" rel=\"noopener\"><i><span data-contrast=\"none\">Multichannel Marketing: Metrics and Methods for On and Offline Success<\/span><\/i><\/a><span data-contrast=\"none\"> and <\/span><a href=\"https:\/\/www.amazon.com\/Customer-Experience-Analytics-Akin-Arikan\/dp\/1032370769\" target=\"_blank\" rel=\"noopener\"><i><span data-contrast=\"none\">Customer Experience Analytics<\/span><\/i><\/a><span data-contrast=\"none\">.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span>\r\n\r\n<a href=\"https:\/\/hyken.com\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Shep Hyken<\/span><\/a> <span data-contrast=\"none\">is a customer service and experience expert, <\/span><i><span data-contrast=\"none\">New York Times <\/span><\/i><span data-contrast=\"none\">bestselling author, award-winning keynote speaker, and host of <\/span><a href=\"https:\/\/hyken.com\/topic\/podcast\/\" target=\"_blank\" rel=\"noopener\"><i><span data-contrast=\"none\">Amazing Business Radio<\/span><\/i><\/a><span data-contrast=\"none\">.<\/span><span data-contrast=\"none\">\u202f\u202f<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span>\r\n\r\n<b><span data-contrast=\"none\">This episode of\u202f<\/span><\/b><b><i><span data-contrast=\"none\">Amazing Business Radio with\u202fShep\u202fHyken<\/span><\/i><\/b><b><span data-contrast=\"none\">\u202fanswers the following questions and more:<\/span><\/b><span data-contrast=\"none\">\u202f\u202f<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span>\r\n<ol>\r\n \t<li><b><span data-contrast=\"none\">How can companies use data to understand their customer&#8217;s behavior and preferences better?<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true}\">\u00a0<\/span><\/li>\r\n \t<li><b><span data-contrast=\"none\">How can digital experience analytics help businesses improve customer interactions?<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true}\">\u00a0<\/span><\/li>\r\n \t<li><b><span data-contrast=\"none\">What does it mean to start with the customer in mind?<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true}\">\u00a0<\/span><\/li>\r\n \t<li><b><span data-contrast=\"none\">How can companies strike a balance between disruption and providing a delightful experience for customers?<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true}\">\u00a0<\/span><\/li>\r\n \t<li><b><span data-contrast=\"none\">How can data help companies identify and address customer experience issues in the digital space?\u00a0<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true}\">\u00a0<\/span><\/li>\r\n<\/ol>","protected":false},"excerpt":{"rendered":"<p>Top Takeaways: The customer&#8217;s perception matters most. Never assume you know what your customer wants without looking at data. Even the most passionate organizations can misinterpret customer behavior, so always rely on data to make decisions.\u00a0\u00a0 Embrace continuous improvement. Once you find success, it doesn&#8217;t mean you should stop. Keep learning and looking for changes [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":55340,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[6806],"tags":[4718,4922,6905],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.6 (Yoast SEO v22.6) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Understanding Customer Behavior<\/title>\n<meta name=\"description\" content=\"Akin Arikan talks about the importance of using customer experience analytics to better understand and meet the needs of customers.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/hyken.com\/amazing-business-radio-show\/understanding-customer-behavior\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta 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