208: Can You Predict Customer Behavior?

Adam and Jeannie share unconventional but powerful ways to predict customer behavior. Can you predict customer behavior? We often look to past behavior to predict customer behavior for the future. However, we often have little past behavior to build from. Can we predict the behavior of new or future customers? The short answer is yes… “Past behavior is no indication of future behavior…or, is it?”- Adam Toporek One way to do this is with predictive analytics. But unless you’re a huge company, predictive analytics is not yet economically feasible. And while it can be valuable, demographic data is not sufficient for making truly informed decisions when creating future experiences. How can we know how customers will behave in the journey we’re putting in front of them if we don’t have enough data? You have more useful data than you think, so why not start using it proactively? “Customers more often drift away silently than storm out…”-Jeannie Walters No matter what little data and insights you already have, there are ways you can take them to the next level. Today, we’re discussing great ways to predict customer behavior with little or no history and without expensive software. Stop relying on demographics as your only option. Adam and Jeannie have some tips you can use today, and examples of great companies who have put them to work. Listen in! Related Content 360Connext® post, 5 Leadership Biases that Hinder Success in Business Customers That Stick® post, When Does Your Customer Experience Start? Episode 043: When Is it Okay to Hack Customer Behavior? Episode 119: CXPA Live, Predictive Analytics We’re on C-Suite Radio! Check it out for more great podcasts Sponsor message: Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers.