Download Customer Experience: Future Trends and Insights by Colin Shaw PDF

By Colin Shaw

Patron event is now the major differentiator as shoppers and companies alike come to a decision between competing manufacturers. The authors discover turning out to be traits in event Psychology, Social Media and Neuroscience and their influence on consumer adventure that companies have to comprehend to realize choice, loyalty and industry percentage.

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Extra info for Customer Experience: Future Trends and Insights

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Hold a workshop and develop five or so scenarios around creating the key emotions. This is a creative exercise, to storyboard possible new scenarios using the five or so stimuli or bundles you have defined as giving your customers emotional value. In this approach, then, we work up a kind of film script of the new experience – stories are great 38 Experience Psychology Research 3 4 ways in which we learn lessons and visualize possibilities. Some directors working on new films use storyboards, and in staging experiences they should be used as well!

In practical terms, this relates to emotional and subconscious design, a juicer by Philippe Starck (a famous French product designer), or the design of a Cerritos Library. Alternatively, for a service it means the tone of voice of the operator, the friendliness of the sales rep, or the clarity of a bill. Billing is more important than you might think, considering that we have little to do with a utility unless something goes wrong. Emotional and mood design clearly and straightforwardly evoke a felt or aesthetic response.

They would like to be able to choose from a greater variety of cars, but only a few types are on offer. They decide to go with the cheapest. So a cheap price does drive their spend, but to accurately model their psychology we need also to think about their future desires. In short, just because something does not exist in your experience today does not mean people don’t want it! In Emotional Signature® we research what people want, not just what is on offer! Fourth, we have found through our database the unique “Emotional Signatures” of various industry groups and segments of consumers and 36 Experience Psychology Research clients.

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