Boosting Customer Experience through Behavioural Insights with Andrew Custage, Head of Insights at Medallia Market Research
December 9, 2022
In this episode of Getting to Aha!, Darshan Mehta is joined by Andrew Custage, Senior Director and Head of Insights at Medallia Market Research. He talks about the science of meeting customers' needs, and how to improve customer experiences through designing business strategies derived from research.
In this episode of Getting to Aha!, Darshan Mehta is joined by Andrew Custage, Senior Director and Head of Insights at Medallia Market Research. They discuss Andrew’s aha! moments, the science of meeting customers' needs, and how to improve customer experiences through designing business strategies derived from research.
Andrew Custage is a marketing expert focused on delivering groundbreaking research and insight to the food service industry. He is also a management consultant, analysis commentator, webinar host, and publisher of industry trends and marketing strategies for improving business growth. Andrew currently serves as the lead for the insights and analytics function at Medallia, a software development company that specializes in customer experience management, technology, and business intelligence.
KEY TAKEAWAYS
👉 Use data to help clients understand the impact of your program
👉 There are programs in the market that aren’t backed up by proper analysis
👉 Learn how to strike a balance between qualitative and quantitative data
👉 Insights for business strategies are generated through aggregate-based data on lots of people
👉 Derive business ideas from discovering what triggers customer behavior by using behavioral insights and customizing survey questions
👉 Getting data and insights to formulate business strategies can be challenging if panelists are reluctant
👉 The difference between virtual kitchens and traditional kitchens is customer preference, which influencers the customer experience
👉 Dynamic pricing influences the behavioral patterns of customers; customers' experiences are improved when business strategies that provide products that are affordable to them
Listen Now!
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Getting to Aha! with Darshan Mehta is hand crafted by our friends over at: fame.so
Previous guests include: Luca Popovac, Senior Executive, Abhilasha Sinha of Open Secret, Laura Beavin-Yates, Stephen Griffiths of Level 2, Kristin Luck or ScaleHouse, Melina Palmer of The Brainy Business, Nicolas Zeisler of We’re Doing CX Wrong and How To Get It Right, Pricilla McKinney of Little Bird Marketing, Brooke Sellas of B Squared Marketing and Joseph Michelli of The Michelli Experience.
Check out the 3 most downloaded episodes:
- Changing the Direction of Customer Experience with Luka Popovac, a Senior Customer Experience Executive
- Innovation, Curiosity, and Being Human with Abhilasha Sinha, Chief Growth Officer at Open Secret
- [Greatest Hits ] Emotions & Consumer Behavior with Laura Beavin-Yates
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