eBook: Understanding Customer Perception



Understanding how your customers perceive your brand is more than just CSAT and NPS surveys. It’s a complex set of viewpoints and experiences. We developed this eBook to give you a deeper understanding about some of the factors that affect how your customers think about your brand. It can seem overwhelming, but our eBook breaks it down for you.

Takeaways from the ebook:

  • Learn about how Behavioral Economics activities affect your brand image. We’ll go over concepts like the Peak-end Rule, the Affect Heuristic and the Sunk Cost Fallacy.
  • Dive into what affects how customers perceive you. We’ll look at event sequencing, duration effects and common customer rationalizations.
  • Explore how to manage your customer contact encounters to keep your interactions efficient, effective and even create spontaneous moments of delight.

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Here’s a peek at a few pages out of the book:

VHT customer perception ebook sample 1

VHT customer perception ebook sample 2

VHT customer perception ebook sample 3


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Enter your details to get emailed a copy of “Understanding Customer Perception” now.