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Psychological aspects behind customer experience

I wonder what lies behind customer decision making? What makes us feel satisfied or dissatisfied in customer experience?

I have learned that there is a lot of psychology behind decision making in general, which is also applicable in customer experience. Our previous experiences play a large role when defining customer satisfaction. But also other people's experiences are important, especially if I lack personal experience.

I will use a restaurant owned by my family as an example when I analyze theories and my own learning experience in the coming modules of this course. I'm hoping to learn how I can use social psychology as a tool to improve customer experience in the restaurant, and further more how to use satisfied customers as the best ambassadeurs for our business.

I would also like to learn tools how to turn a customer from dissatisfied to satisfied- what can we do to make an unhappy customer into a happy one?



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