TP410 - Loyalty, Habits, and Laziness in Customer Experience

In this episode, Chris Boyer and Reed Smith - inspired by insights from Matt Gove and Andy Chang at HCIC - discuss the interplay between customer behavior and loyalty, habits, and laziness. They explore how healthcare organizations can build lasting connections by fostering familiarity and ease, forming patient habits through consistent cues and reinforcements, and simplifying the patient journey to reduce friction. Together, they paint a high-level picture of how these psychological drivers work together to enhance customer experience and establish meaningful, long-term engagement with healthcare systems.
Mentions from the Show: 

Customer Loyalty Is Overrated - Harvard Business Review

What Are Consumer Habits? (Consumer Psychology 101)

People Don’t Care About Your Product – The “Lazy, Vain, And Selfish” Framework

Reed Smith on LinkedIn

Chris Boyer on LinkedIn

Chris Boyer website

Chris Boyer on BlueSky

Learn more about your ad choices. Visit megaphone.fm/adchoices