Customers are like chameleons - Interview with Professor Michael R. Solomon artwork
Punk CX with Adrian Swinscoe

Customers are like chameleons - Interview with Professor Michael R. Solomon

  • E385
  • 44:34
  • April 23rd 2021

Today’s interview is with Michael Solomon, PhD who is Professor of Marketing in the Haub School of Business at Saint Joseph’s University in Philadelphia and the author of one of THE books, if not THE original book, on consumer behaviour. He joins us today not to talk about that book but a new one that he has just published called The New Chameleons: How to Connect with Consumers Who Defy Categorization, the difference between horizontal and vertical thinking, whether marketers really know their customers, whether there is a myth around the idea that customers want choice and other ideas that will help you build a better understanding of your customers.

This interview follows on from my recent interview – What the democratisation of artificial intelligence (AI) means for customer experience – Interview with Matthew Nolan of Pega — and is number 385 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

NOTE: A big thank you goes out to the folks at Pega for sponsoring my podcast this month.

It’s almost time for PegaWorld iNspire, the annual conference from Pegasystems. Join them online for free on May 4 from 9 a.m. – 11:30 a.m. Eastern Time (that’s 2 p.m. – 4:30 p.m. UK time) to learn how the world’s most impactful companies are driving digital transformation. They’ll have compelling keynotes, demos, and case studies in a highly interactive virtual format and a few surprises as well. Go to www.pegaworld.com to register for free and check out the full agenda. I’ve attended the last several PegaWorlds in person, and virtually, and I can’t recommend it highly enough, so go register today! That’s www.pegaworld.com

Punk CX with Adrian Swinscoe

An ongoing series of interviews where I, Adrian Swinscoe, interview leading entrepreneurs, leaders and thought leaders about how to deliver stand out customer experience and service.

Essentially, I'm looking for practical clues that will help you build a business that both customers and employees love.

Topics covered in the interviews include customer service, experience and engagement, employee experience and engagement, technology, adaptable and responsive organizations, high-performing teams and all such related issues.

Note: This podcast series was originally known as the RARE Business podcast but rebranded in late 2019 on the back of the publication of my latest book: Punk CX.