Episode 4. Behavioural Biases - Memory
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Episode 4. Behavioural Biases - Memory
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Understanding how people form and recall memories is vital to the customer experience.
If we can ensure positive recollection of the brand and experience, then we have a much better chance of not only retaining the customer’s loyalty but also acquiring advocates who would recommend our business.
Not every aspect of the customer experience is equal but by incorporating a little surprise into your transactions, people will enjoy these moments of delight, and it’s these moments that will shine through and make you more memorable.
Listen to this episode so your customers remember you for all the right reasons.
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LinkedIn: https://www.linkedin.com/company/fabricxagency
LinkedIn: https://www.linkedin.com/in/si-elliott/
Research related to this episode:
- Book: Kahneman, D. (2011). Thinking, Fast and Slow
Peak-end Rule:
- https://www.businesswire.com/news/home/20220222005103/en/Kodak-Moments-Becomes-the-Official-On-Site-Imaging-Provider-of-Disneyland-Paris-to-Capture-and-Deliver-Guests’-Magical-Memories
Priming:
- https://www.sciencedaily.com/releases/2011/01/110131133125.htm