B2B Buyers are Also Consumers - Ken Demma, Professor of Babson College

Customer experience isn't just about what you do, it's about how you make people feel. Learn the latest strategies and insights on consumer behavior from my conversation with Babson College Professor Ken Demma on the CX & Culture Connection podcast hosted by Matt Egol of JourneySpark Consulting. Get those insights and learn how to create experiences that convert here https://youtu.be/uCCBC4XUy78 #customerexperience #consumerbehavior #consumerpsychology #B2Bmarketing 0:00 – Preview of Episode 0:14 – Intro and background of guest Ken Demma 1:17 – Key shifts in consumer behavior 6:45 – Growth of Behavioral economics and consumer behavior 10:42 – Emotions and conscious thoughts 14:35 – Brand Promise 20:43 – Connection between CX and the organization 25:56 – Culture and organization effectiveness 31:00 – How personas evolve in their practice 32:14 – Microsegments 33:55 – How they activate, and drive continues experimentation against personas 39:06 – Collaborate on how your people change their approach on insights 40:40 – CX and insights in entrepreneurial space 43:00 – Scaling 45:03 – Closing; Ken’s contact details/LI 📌Podcast Website: https://www.cxandcultureconnection.com 📌Linkedin Personal: https://www.linkedin.com/in/matthewegol/ 📌Linkedin Business: https://www.linkedin.com/company/journeysparkconsulting/ 📌Website: https://www.journeysparkconsulting.com/ 📌Facebook: https://www.facebook.com/profile.php?id=100094736604400 📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM 📌Amazon Podcast: https://music.amazon.com/podcasts/75160650-c68a-4fa8-9ddc-3429d94bd02e/the-cx-and-culture-connection-podcast-with-host-matt-egol-of-journeyspark-consultants 📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw 📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/ 📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX More about Matt Egol and JourneySpark Consulting: Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark Consulting A partner at PwC Strategy for more than 15 years, Matt is a recognized thought leader in the experience management space. Matt has worked across a broad set of industries, from retail to consumer goods to healthcare to financial services to technology to industrials. Matt helps companies enhance their organizational effectiveness and build capabilities that fuse human-centered design with analytics, evolving their culture to be more customer-driven. Matt is a regular speaker and author on customer experience, enterprise agility, and culture topics. He has authored more than 25 articles in leading publications and is a subject matter expert with MMA Global. Matt graduated magna cum laude from Dartmouth and received his MBA from Columbia, where he received the Abe Shuchman Memorial Award in marketing. Matt launched JourneySpark Consulting to work closely with CX leaders to help shape their vision, build and develop their teams, and evolve their cultures. #cx #culture #marketing #business #trends #customer #strategy #journeyspark #propensity