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Changing Customer Behavior: Your Brain Loves a Story

Brains are fascinating. The very thing that allows me to write this blog is both an abstract idea to me and a very concrete part of my anatomy. They are simple muscles in one regard and totally complex, almost spiritual, machines in another. The more we learn about brains, the more fascinating they become.

We’re totally captivated by how brains work here at 360Connext [now known as Experience Investigators]. The ways our brains take in information, process signals from the environment and lead us to believe things. Our brains influence how we understand the experiences we have, including those we have as customers.

Understanding how the brain works, how emotions are more than half the experience, and how our brains are actively seeking negative experiences helps us create, design and innovate a better customer experience.

More than 95% of human thinking is driven by unconscious influences. Emotions are driven by interactions. 

 Telling your brain a story in the way it wants to hear it leads to better results. Knowledge is power. So last week we released a presentation on Slideshare titled Changing Customer Behavior With Unconscious Influences.

Changing Customer Behavior With Unconscious Influences

We’re proud to report our presentation was selected as Slideshare of the Day, meaning it was one of four presentations selected and featured by Slideshare, and as of this writing is still featured on the Slideshare.net home page. It seems to have struck a nerve. And by nerve, of course, I mean those things connected to the brain.

While the outcome was a result of a team effort, the driver of the presentation was Anne Reuss. Thanks to Anne for being curious enough to explore the brain as the fascinating subject it is.

Do you know what influences REALLY impact your customers’ decisions? Do you know if you are sticking to stories that conjure up emotion and not just logic and data? The best way to really understand your customers is to map out the experience, then improve and innovate to make each moment meaningful.

When was the last time you really thought about what influences your customers? How can your brain help you? Let us know. In the meantime, be good to your brain! It’s really good to you.

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About Jeannie Walters, CCXP, CSP

Jeannie Walters CCXP CSP small square photoJeannie is an award-winning customer experience expert, international keynote speaker, and sought-after business coach who is trailblazing the movement from “Reactive Customer Service” to “Proactive Customer and Employee Experience.” More than 500,000 people have learned from her CX courses on LinkedIn Learning, and her insights have been featured in Forbes, The Chicago Tribune, The Wall Street Journal and NPR

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