227. Keys to Overcoming Customer Indecision w/ Matt Dixon

11/08/22 • 53 min

“While the customer’s preference for the status quo is, no doubt, a significant obstacle
that every salesperson must overcome if they wish to sell anything,
there is a second, more challenging obstacle that remains even after the status quo has been defeated: the customer’s own inability to make a decision.”
That quote is pulled from the introduction to The JOLT Effect: How High Performers Overcome Customer Indecision (linked below). It's an exceptional new book co-authored by today’s guest, Matt Dixon - Founding Partner at DCM Insights.
This episode covers:
Where does customer indecision come from?
What are the causes, consequences and outcomes of customer indecision?
Why it’s important to focus in on customer needs
What is the Jolt Effect?
More information about Matt and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/matthewxdixon/
Company Website: https://www.dcminsights.com/
Other Relevant Links: The Jolt Effect Amazon Link – https://www.amazon.com/JOLT-Effect-Performers-Overcome-Indecision-ebook/dp/B09NX3G2WX
Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

Previous Episode

226. Why and How Meaningful Personalization Improves CX w/ Ethan Beute

According to a recent McKinsey & Company report, 71% of consumers expect personalization and 76% get frustrated when they don’t find it.
Like it or not, personalization is a norm and it’s here to stay.
So it’s key that marketers learn how to make that personalization meaningful,
In this solo episode, Ethan walks through a real A/B test which added personalization yielded lower touchpoints to a prospective customer, doubled overall response rate and increased lead conversion. He also covers:
What are some specific personalization tactics customers expect?
Why every B2B buyer is also a B2C buyer
Why the word personalized and personal feel so different
How personalized video messaging can provide better context to a situation by targeting more sensory and emotive opportunities
What are the three characteristics of moments that are improved with a video message compared to traditional digital communication?
More information about Melissa Gratias and today’s topics:
LinkedIn Profile: https://www.linkedin.com/in/ethanbeute/
Company Website: https://bombbomb.com/
Other Relevant Links: https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/the-value-of-getting-personalization-right-or-wrong-is-multiplying
Jamming with Janny: https://www.youtube.com/playlist?list=PLfFiN5kcgGUHZMpzPsIs2ZE2BAq9xARbe
Dear {first_name}: https://bombbomb.com/dear-first-name-film/
Human-Centered Communication: https://bombbomb.com/book/human-centered
Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

Next Episode

228. Designing Digital Experiences to Engage Human Emotions w/ Dan Hill

Two currencies drive the economy - our dollars and our emotions. What we feel always drives our behavior. That’s because more than 95% of our mental activity is sensory and emotive - NOT rational
So we must put a renewed focus on Emotional Intelligence in a business framework. Not only is it important to brush up on the basics but be willing to delve deeper into and work on your EQ.
This episode features Ethan’s conversation with Dan Hill, President at Sensory Logic. Dan is featured in Chapter 4 of our Wall Street Journal bestseller Human-Centered Communication. He’s also the podcast host of Dan Hill’s EQ Spotlight and the author of ten books including Emotionomics and its new, updated version Emotionomics 2.0: The Emotional Dynamics Underlying Key Business Goals
On this, his third appearance of the CX Podcast, he talks about:
How common is a depth of expertise in facial coding in areas such as politics, business, sports, etc?
What is a functional definition of Emotional Intelligence?
Why is Emotional Intelligence so Important?
What are some best practices for folks that are engaging people in a sensory and emotional manner in digital experiences?
What are some of the cultural contextual changes that have happened since his book: Emotionomics?
More information about Dan and today’s topics:
LinkedIn Profile:https://www.linkedin.com/in/dan-hill-emotionswizard/
Company Website: https://www.sensorylogic.com/
Other Relevant Links:
Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.