Behavioural Design Deep Dive: Designing a 9+ Customer Experience

Your customers are satisfied. They rate you a 7. Maybe an 8. Your NPS score looks good. And then they leave anyway, choosing a competitor who is ten euros cheaper. Because a 7 is forgettable. A 9+ is something people talk about. The difference is not simply “better service”. It is knowing which moments truly matter. After this day, you will apply behavioural science to customer experience. You will understand what psychologically separates an outstanding experience from an average one. You will design emotional peak moments in the places that really count. And you will know how to shape every interaction so that customers cannot wait to recommend you.