10 biases in
customer experience
Why customers feel what they feel, and remember it the way they do.
-
The ten thinking errors that decide how customers remember and rate an experience.
From the peak-end rule and negativity bias to the service recovery paradox.
-
Why satisfaction scores measure the wrong moments.
An experience is not judged as it happened, but as the brain summarises it afterwards.
-
How to add value without adding features.
With ten examples from customer journeys, and what to do about each bias.
Download the free guide
Enter your name and email address and we will send you the mini masterclass right away.
You will get the mini masterclass plus three short follow-up emails on applying the biases. We only use your name to address you personally. By submitting this form you agree to our privacy policy. We use your details only for this and for our newsletter. You can unsubscribe at any time.
Check your inbox!
We will email you the mini masterclass within a few minutes. Nothing there? Have a look in your junk or other folder.
This mini masterclass teaches you to spot the thinking errors. Want to learn how to design around them too? In the Online Deep Dive CX Design you learn step by step how to analyse behaviour and build interventions that work.