Seeing it from our customers perspective
Every customer will be different, and their ability to make independent decisions may change over time. When a customer seems confused or appears to be struggling with a decision, there could be many reasons. It’s important that we notice the signs, adapt our approach to ensure they feel supported, and explore whether we should continue to support them in this way in our future interactions.
It helps us identify what element of decision-making the customer is finding challenging. REMEMBER – it’s not a rigid sequence of steps. It reminds us of the key elements of decision-making and what to act on.