Neuroeconomics

Getting Beneath the Voice of the Customer

Aug 11, 2009 11:04am

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 or …

Experience Miner: Creating Profitable, Evocative Experiences

Aug 03, 2009 7:33am

Most of the time and money organizations invest on customer experience is wasted… … because they focus on how the organization “delivers the experience”… … rather than on how customers actually “HAVE the experience”… … and how those experiences influence …

Effective Experiential Storytelling

Nov 23, 2008 11:10pm

What are the stories your customers tell about their experience with you and your business? What do they think you really stand for? What are the most memorable aspects of their experience? What surprises them? What frustrates them? How do …

Making Experiences Memorable

Nov 12, 2008 11:20am

I went to a Jackson Browne concert with a group of friends a week ago. Yes, he’s still going strong at 60. It was a great show. He played a sufficient number of his hits, like Doctor My Eyes and …

Understanding Basic Drives and Experiential Temperament

Oct 29, 2008 11:31pm

  In many ways, we are the product of the behaviors that worked for a long line of our ancestors.  When faced with a life threatening situation, say happening upon a saber tooth tiger, our ancestors were the ones that …

Choice Architecture: Designing Experiences that Influence Customer Behavior

Oct 13, 2008 3:29pm

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 other potential customers about the experiences they’ve had with your business, etc… In addition, …

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 …

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 …