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Framing and Priming the Customer Experience
I’ve gotten accustomed to taking my car to the Jiffy Lube near my house. Over the 30 years that I’ve been driving, I’ve had the full range of good and bad experiences with auto service shops....
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Neuroeconomics Overview: Understanding “The Mind of the Market”
The ways we think about money and make financial decisions are typically far from rational. We get upset when we find out that another person is getting a better deal, despite the fact that we were...
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Choice Architecture: Designing Experiences that Influence Customer Behavior
Well-designed experiences influence behavior. A well-designed customer experience can influence customers to return for additional purchases, spend more money during each purchase, and tell lots of...
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Getting Beneath the Voice of the Customer
Doesn’t it make sense that: If you want to know what customers want, just ask them. If you want to see if they’re satisfied with the experience, just ask them. If you want to know if they’re come back...
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