Hosted by Alexander Chernev · 🇺🇸 US · EN · 46 episodes
Established thought leaders with verified media credentials.
This podcast is based on The Customer Science Handbook by Alexander Chernev, professor of marketing at the Kellogg School of Management at Northwestern University. Drawing on decades of research in psychology, behavioral economics, and marketing, it examines the forces that shape customer behavior and offers a systematic approach to creating customer value. Across the different aspects of the customer experience—from triggering a dormant customer need and engaging customers with the company’s offerings to designing impactful consumption experiences and building enduring customer loyalty—this podcast will help you create transformative customer experiences.
Alexander Chernev hosts Managing the Customer Experience, a business show with 46 episodes published.
After collecting and analyzing data, the real challenge lies in interpreting results accurately and linking them to business decisions. This episode explores common validity threats, decision errors, and cognitive biases
Descriptive research allows companies to analyze large volumes of structured and unstructured data to understand market conditions, customer segments, and behavioral trends. This episode discusses how tools like regressi
This episode focuses on how experimentation is used to determine cause-and-effect relationships between marketing actions and customer responses. It explains the principles of controlled experiments, including covariance
Exploratory research helps managers uncover insights into customer needs and behaviors when little is known about the problem space. This episode explains how techniques like focus groups, ethnographic research, and in-d
Framing the right business problem is a critical first step in any successful research effort. This episode discusses how to translate vague business challenges into clear, researchable questions that guide the data-gath
This episode explores the role of market research in uncovering customer insights that drive strategic business decisions. It highlights how understanding customer motivations, preferences, and behaviors requires systema
In this episode, the focus is on managing customer experiences to build loyalty through service quality and recovery. Using the service-gap model, it outlines how to identify and close discrepancies between customer expe
This episode dives into behavioral loyalty, which stems from habit rather than conscious decision-making. It describes how routine purchasing behavior is formed, reinforced, and maintained, and why disrupting these habit
This episode examines identity loyalty, where customers form connections with brands that reflect or enhance their self-concept. It explains how people use products to express who they are or aspire to be, and how brands
Focusing on emotional loyalty, this episode explains how customers’ feelings—especially enjoyment and emotional reinforcement—can drive lasting brand connections. It showcases the success of campaigns like Febreze and Go
This episode explores functional loyalty, which is driven by customers’ satisfaction with the tangible benefits of a company’s offering. It highlights the role of performance consistency, reliability, and value in foster
This episode introduces the concept of customer loyalty as a multidimensional phenomenon that includes both behavioral patterns and emotional commitment. It outlines four key types of loyalty—functional, emotional, ident
Memories of experiences—not just the experiences themselves—play a critical role in shaping future customer decisions. This episode introduces the “peak–end rule,” emphasizing how the most intense and final moments dispr
This episode focuses on how emotional involvement enhances the customer experience and increases satisfaction, loyalty, and brand resonance. It explores the psychological mechanisms behind emotional engagement and offers
Over time, even the most exciting offerings can become routine, leading to decreased enjoyment through a process called habituation. This episode explains the psychological roots of habituation and presents practical str
Consumption experiences don’t just happen—they can be designed, managed, and enhanced. This episode explores how structuring consumption, such as pacing and sequencing experiences, can boost customer satisfaction and lon
This episode examines the nature of consumption beyond functionality, highlighting how people engage with products and services as immersive experiences. It explores the emotional, cognitive, and sensory dimensions that
Implementational barriers arise when customers struggle to turn their decisions into action due to unclear steps or high perceived effort. The episode covers two key obstacles—implementation uncertainty and implementatio
This episode focuses on anticipated regret as a powerful emotional barrier that hinders customers from acting on their choices. It explains how forward-looking emotions and counterfactual thinking make people more fearfu
Cognitive barriers such as performance, preference, and choice uncertainty can undermine customers’ confidence and prevent purchases. The episode outlines how difficulty in assessing benefits, ill-defined preferences, an
Sponsor detection runs nightly. Check back soon.
No public pitch examples yet for this show.
Generate your own personalised pitchBased on semantic analysis of episode topics and host coverage, this show is a strong guest fit for executives in:
Industry fit is computed by PitchCentric using vector embeddings of the show's episode catalog.
Shows with the most semantically similar episode content. Pitch one, pitch all; producers cluster.
To pitch Managing the Customer Experience, visit https://marketingtoolbox.com for contact information, then craft a tight one-paragraph hook that ties your expertise to a gap in their recent business coverage.
Managing the Customer Experience is hosted by Alexander Chernev. The show is categorised under business (marketing) and has published 46 episodes.
Managing the Customer Experience has published 46 episodes.
Managing the Customer Experience regularly covers business, marketing, management. It sits in the business category, with a marketing focus.
Managing the Customer Experience is accessible for guests with genuine business expertise. A personalised, episode-aware pitch will still outperform a generic one every time.
Managing the Customer Experience hasn't explicitly signalled guest openness in recent episodes. That doesn't rule out pitching. your hook just needs to be especially compelling and relevant to their recent content.
Episodes of Managing the Customer Experience average 21 minutes. a focused format where a clear narrative arc and tight preparation matter most.
Our data rates Managing the Customer Experience's guest bar at 80/100 (Premium tier). Established thought leaders with verified media credentials. Sign in to PitchCentric to see how your own Pod Score compares against this show.
Methodology. Booking Probability™ blends Listen Score, 30-day Virality, open-to-guests detection, and Apple ratings. Data refreshed every 60 minutes. Listen Score and Booking Probability are calculated by PitchCentric. Last enriched 5 days ago.
