#102: The Science & Psychology of Human Engagement for Customer Loyalty

<p>Dr Anil Pillai&nbsp;is a human engagement expert, with experience advising some of the world's top firms across Europe, India and the Middle East. He is passionate about applying a deep understanding of human psychology to consumer's behaviour - whether it's to communicate effectively or change a desired behaviour.&nbsp;</p> <p>In today's show, we discuss concepts such as the 'Effort Assessment Score" as a framework that evaluates the effort needed for a customer to complete a task, our concerns about "loss of control" and the need to design our customer's loyalty journey with speed and simplicity in mind.&nbsp;</p> <p>We also discuss insights around the perception of various communications channels for audiences and how these may be perceived by users.&nbsp;</p> <p>For anyone interested in the neuroscience of either business or loyalty, Dr Pillai offers some superb insights to include in your approach.&nbsp;</p> <p><strong>Show Notes:&nbsp;</strong></p> <p><strong>1) </strong><a href="https://www.linkedin.com/in/anilvpillai/"><strong>Dr. Anil V. Pillai&nbsp;</strong></a></p> <p><strong>2) </strong><a href="https://www.buyerbrain.com/"><strong>BuyerBrain.com&nbsp;</strong></a></p> <p><strong>3) </strong><a href="https://terragni.in/"><strong>Terragni Consulting&nbsp;</strong></a></p> <p><strong>4) </strong><a href="https://terragni.in/assesments/#CJM"><strong>EAS - Effort Assessment Score Framework &nbsp;</strong></a></p> <p><strong>5) </strong><a href="https://en.wikipedia.org/wiki/Don_Peppers"><strong>Don Peppers</strong></a></p> <p><strong>6) </strong><a href="https://www.thecustomerfest.com/"><strong>Customer Fest Virtual Conference&nbsp;</strong></a></p> <p><strong>7) </strong><a href="https://hbr.org/2012/05/to-keep-your-customers-keep-it-simple" title="https://hbr.org/2012/05/to-keep-your-customers-keep-it-simple"><strong>https://hbr.org/2012/05/to-keep-your-customers-keep-it-simple</strong></a></p> <p><strong>8) </strong><a href="https://faculty.washington.edu/jdb/345/345%20Articles/Iyengar%20%26%20Lep