Unlocking the Hidden Customer Experience

already explained how the memory of experience is more important than the actual experience, so we know that remembering an experience is key. Therefore, understanding how peo

have earned their Customers’ loyalty by bringing them to tears.

fast and lazy is a great strategy for designing your Customer Experience as well. By that I don’t mean tricking them. Deceit is never a great strategy for Customer Experience.
In my book, The DNA of

Getting your Customers to think

book, Thinking Fast and Slow, which tells us that our

category.
This ad is a great example of making you think fast and be lazy in your decision-making. It’s based on a theory from 2002 Nobel Prize winning psychologist Daniel Kahneman’s boo

Thinking Fast and Lazy: Why Ads Target Our Emoti

they ask Customers what they would like to eat at a theme park, typically people will say they would like to have the option of a salad. Disney also knows that people don’t eat salads at theme parks! They eat hot dogs and hamburgers. Another example is that many people say they are wor

there is a big difference between what Customers say and what they do.
For example, Disney knows w

et Promoter Score (NPS).