"Personal, practical, and based on extensive professional experience, this bridges gaps between marketing manual, behavioural science primer and business biography."
Sharing the author’s 20+ years of professional experience, Customer Experience Thinking sees Si Elliott apply behavioural science principles to the fields of marketing and customer experience. The book’s overarching framework is a somewhat ironic context: despite living in an age of pervasive digital connectivity, brands and businesses have somehow lost sight of building genuine connectivity with customers. In Elliot’s experience, while automation makes things more efficient, the loss of real human connection comes at the cost of detrimentally impacting brand trust. In contrast, Elliott argues that loyalty-building authenticity outweighs the benefits of automation’s efficiency, and presents a strong case for making all facets of customer experience accessible, functional, and emotional.
Through the book, Elliott unpacks eight practical principles to help brands foster authentic customer connections, including transposing pleasing real-world retail interactions to the digital arena: “Like me, I’m sure you’ve experienced both good and bad interactions with retail staff. Here’s the thing: the great retail staff understand the customer’s need to control the interaction instinctively. They pick up on visual cues, step in when you need help, and hold back when you don’t…The same principle applies digitally”.
Personably-written, and packed with practical advice and digestible detail on behavioural science, Customer Experience Thinking is a terrific toolkit for small business owners and customer experience leaders.
| Primary Genre | Business and Management |
| Other Genres: |
We've never been more connected, yet authentic connection feels increasingly rare. In a digital world, modern business has mastered reach, automation and optimisation. But in the pursuit of efficiency, many brands have unintentionally diluted the very thing that builds trust and loyalty: meaningful human relationships.
In Customer Experience Thinking, Si Elliott combines over 20 years of marketing and customer experience leadership with behavioural science to reveal what really drives trust, loyalty and decision-making. Through 8 practical customer experience principles and 34 key behavioural biases, you'll gain a clear framework for designing brand experiences that reduce friction, strengthen customer relationships and create meaningful emotional connection.
Customer Experience Thinking is the essential, practical guide to building deeper customer relationships in an increasingly digital world. It will challenge how you think about experience, encourage you to serve more meaningfully, and help you create connections that feel less transactional and more human.
Customer Experience Thinking features in the following genres: Business and Management, Mind, body, spirit, Behavioural economics, Brands and branding, Business strategy, Sales and marketing, Psychology
Customer Experience Thinking is available in Hardback
Customer Experience Thinking was written by Si Elliott and published by Brown Dog Books an imprint of Self Publishing Partnership Ltd
Customer Experience Thinking has 256 pages
£16.65
