This week on the show Alex is joined by Sarah Evans-Howe. Sarah is a lecturer at the University of Buckingham business school and recently produced a PHD on customer perceptions of temporality. In this interview Sarah and Alex explore the perception of time and the effects it has on customer behaviour.

KEY TAKEAWAYS

• Sarah talks about how the methods of customer complaints have changed over the years and how complaining is now a lot more immediate due to social media.
• Sarah describes the four ways she has discovered consumers perceive time, as an entity, as a passage of time, an experience of now and as a memory or vision of the future.
• Through her research Sarah discovered that companies are quicker to deal with complaints as now most of them are public through the use of social media.
• Sarah talks about the trend in people recording events on mobile phones as opposed to experiencing them first hand and why she thinks this might be because people trust their devices more than their own memories.

BEST MOMENTS

“Companies want to solve problems quickly so they can take them off social media and the public don’t see them.”

“A lot of customers perceive that social media provides solutions to the temporal problem that they have.”

“We expect speed to be appropriate but our own judgement of what speed is alters by context.”

EPISODE RESOURCES

Alex’s Website: www.as-insights.com

Alex’s Instagram: www.instagram.com/alexvci

Alex’s Linkedin : www.linkedin.com/in/alexandrastacey

Alex’s email: info@as-insights.com

ABOUT THE HOST

Alexandra Stacey is fascinated about value and our perceptions of value. She undertook an MSC in Strategic Marketing and Customer Experience Management with the University of Buckingham’s Business School and her dissertation included how value is experienced. Her own life experience includes being a parent, marketer, teacher, project and events manager and musician. She is the founder of AS Insights. This is a business that helps organisations improve through uncovering their stakeholder’s experiences interpreting them through behavioural theories.

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