Imperative 4: Commit Yourself to Understanding and Predicting Customer Habits and Behaviors

  • Colin Shaw
  • Ryan Hamilton


Over millennia, we humans have developed habits to make life easier for ourselves. Habits allow us to be more efficient with our precious stores of cognitive energy, diverting that mental effort away from routine tasks and saving it for more important things. In the modern world, many routine consumption decisions are relegated to habit, rather than effortful decision-making. Therein lies an opportunity for brands to create an opportunity that affects the bottom line. However, it is also a peril for those who don’t understand how customer habits work. For this reason, Imperative 4 is important:


Call Center Customer Loyalty Loyalty Program Automatic Response Customer Experience 
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Copyright information

© The Author(s) 2016

Authors and Affiliations

  • Colin Shaw
    • 1
  • Ryan Hamilton
    • 2
  1. 1.Beyond PhilosophyOrlandoUSA
  2. 2.Emory University’s Goizueta Business SchoolAtlantaUSA

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