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#86: The Power of Social Identity on CX with Professor Gary David
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Do we make buying decisions as individuals or individuals who are part of a group?
The answer may surprise you.
Gary David, PhD is a Professor of Sociology and Experience Design at Bentley University. Dr. David has been researching sociology and its intersection with the business world for several decades.
His findings challenge the status quo when it comes to drivers of consumer behavior and how CX leaders should think about engaging customers.
We discuss how consumers perceptions of their social identities impact their brand loyalty, and ultimately, bottom line results.
In this episode we explore:
👉 How social identity impacts buying decisions
👉 How to design experiences that connect with consumers social identity
👉 Where most companies get it wrong
👉 Strategies on how to understand social identity and design experiences that earn customer loyalty
Resources
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