A Master Class Part 2: Unlocking the Psychology of Customer Experience
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This issue is the second in an eight-part master class series unlocking the psychology of Customer Experience. In our last episode, you might recall that we covered some common cognitive shortcuts or heuristics that customers use in their decision-making. Today, we are exploring the broad concepts regarding the significance of memory to Customer Experiences.
In my last book, The Intuitive Customer, my coauthor and I asserted that customer loyalty is a function of memory. Loyalty is tied to how you remember something, whether that is a person, an organization, or a Customer Experience. Therefore, the formation of memories is essential to your customer experience design.
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