Cognitive Ergonomics

Whatever You Do… Don’t Confuse Experience with Reality

Sep 15, 2008 2:03pm

“We don’t see things as they are. We see things as we are.” Anais Nin “There is nothing either good or bad, but thinking makes it so.” Shakespeare (Hamlet) Many organizations have placed an increasing amount of attention on the …

Behavioral Engineering and the Design of Influential Experiences: Example – Influencing Sustainable Behavior

Mar 20, 2008 8:43am

Let me start this important topic with a few points that should be intuitively obvious: The benefits associated with delivering an outstanding customer experience accrue from influencing customer behavior Customers either deliberately or incidentally change what they do when they …

Influential Experiences and the Psychology of Escalating Commitment

Feb 04, 2008 8:41pm

Would you decide to just go out and spend $15,000 on tools to do a little work around the house?  Are the improvements to your backyard worth the $12,000 you ended up spending?  Would you decide to invest $3,000 on …

Neuroeconomics Overview: Understanding “The Mind of the Market”

Jan 25, 2008 7:00pm

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 perfectly happy a minute ago.  …

Framing and Priming the Customer Experience

Jan 24, 2008 11:15pm

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.  However, this Jiffy Lube …

Designing “Socially Influential” Experiences

Jan 19, 2008 11:31pm

Years ago, P&G ran a promotional campaign in which customers could win prizes for writing the best essay about why they loved one of P&G’s products.  In response to this promotion, tens of thousands of customers voluntarily submitted short essays …

Designing for Customers’ Reactive, Deliberative, and Reflective Experiences

Jan 02, 2008 3:48pm

In a previous post, Optimizing the Most Critical Elements of the Customer Experience: Customer Choices, I shared a set of frameworks for understanding the decision processes that customers use to make choices. In this post, I will build on this …

Optimizing the Most Critical Elements of the Customer Experience: Customer Choices

Dec 23, 2007 12:57am

From a business perspective, the most critical elements of the customer experience involve the choices that customers make:  the choice to buy; the choice to recommend; the choice to continue as a customer.  In practice, most organizations have insufficient insight …

Creating the Conditions for Outstanding Experience in Your Life

Dec 15, 2007 12:22am

My colleagues and I have been lucky enough to have the chance to help a wide range of companies improve their customers’ experiences. As we’ve done this work, we’ve always started with the customer. Who are the customers? What are …

Novelty Seeking and the Design of Differentiated Experiences

Dec 02, 2007 1:42am

Over millions of years of human development, our ability to predict has translated into our ability to survive.  We live in an inherently unpredictable world.  As a result, we have evolved a strong motivation to learn in a way that …