Applying behavioural science to understand shopper habits, with Iona Carter
CX Insider - Customer experience leaders sharing insights and ideas for customer service success
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Show Notes
Iona Carter, a retail insight consultant, explains the underlying factors which forced consumers to change their shopping habits during the COVID-19 pandemic. Adam, Louis and Iona discuss the value of social proof and the emergence of the new phygital customer experience.
For more information, visit https://www.tracerinsights.com/
or contact Iona Carter on LinkedIn https://www.linkedin.com/in/iona-carter-96b6214/
01:24 - Iona Carter's background as a consumer insight consultant I 09:02 - shoppers' behavioural response to COVID-19 I 21:55 - the power of social proof I 26:06 - the phygital customer experience I 29:04 - Advice for retail decision-makers