Human beings are magnificent at holding onto two contradictory beliefs in their minds. It’s a psychological phenomenon called Cognitive Dissonance, and it’s why we sometimes think that things are good when they are, in reality, bad.
Lululemon is a brand with a loyal cult-like following, but Customers began to sour on the Lululemon brand last year. However, the buzz is anything but sour on Lululemon these days. And it’s because they are realigning to their Customer-center.
September 1st, the high-end yoga-wear maker introduced their new Pant Wall. The new fits are arranged according to how they feel when worn, rather than the silhouette as it was in the past. The new pants range from Tight fit to Relaxed and include other fits such as Held in, Hugged or Naked.
I find it beyond belief how large organizations can cheat and lie to their Customers. Maybe it’s because I’m becoming old or maybe it’s just because it is happening more.
Skechers lied to us that if we wore their (weird-looking) Shape-up shoes that we could get in shape without setting foot in a gym. BP lied about their compliance with safety regulations for their off shore Oil operations; a lie that resulted in 70 million gallons of oil spilled into the Gulf of Mexico. Banks lied to us, nearly crashing the world economy and causing the Great Recession.
Why we do what we do is a fascinating science. The brain has interesting ways to interpret the world around us and spur us into action. Knowing the brain drives our behavior, you would think those with high intelligence would have the upper hand in making good decisions. Studies have shown, however, this is not the case. In many ways, intelligence can lead smart people to make dumb decisions, creating problems for their managers.
According to trendwatching.com, the feelings a Customer has when they are getting excellent Customer service are the same as the feelings they have when they feel love. I couldn’t agree more. Most excellent Customer Experiences leave Customers feeling valued and important, or, in other words, feeling the love.