BrainMustard Customer Experience Series
The Customer Experience Series by BrainMustard are based on the customer experience maps and social influence graphs built from scanning and analyzing millions of contents from the Internet chatter.
These models and maps offer revealing and unexpected consumer insights to formulate new initiatives to increase sales. Check out our success stories at http://www.BrainMustard.com
We all have a preference for familiar. In psychology, this is called “mere exposure” effect. We like things to which we have already been exposed. Naturally, companies work hard to bring consistency to their customer experience in order to tap into this innate human characteristic. Many touch points such as menus in fast food chains, timetables for trains, process of renting a car at the airport benefit greatly from this consistency.
However, there are experience points in customer journey that randomness and surprises make them more desirable and enhances the overall customer experience. This is nowhere more prominent than when it comes to our neural reward system.
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