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People decide to buy, then buy again, and
tell others based on the people elements of interaction with the
institution, not product or consumer interaction elements. |
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Although organizations focus on consumer
elements of relationships (e.g. channel efficiency,
availability), customers view these as minimum requirements.
What they regard as more important are the people elements, e.g.
trust, respect and acknowledgement. |
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The Center's interaction based research is
based on the three primary customer buying emotions -
Acknowledgement, Respect, and Trust (ART). These buying
emotions are delivered through the 4 Humanness Engineering Sciences of
Communications, Process & Sequence, Business-wide Consistency, and
Technology. These sciences are delivered to customers
through leadership and their employees. |
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Customer
Buying
Sciences |
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Acknowledgment
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Respect
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Trust
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Communications
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Process
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Consistency
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Technology
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