Sep 24, 2022
Memories do not exist alone. They are networked…and this network isn’t a bunch of the same kind of information arranged in neat order and categorized by type. It’s a network of different memory types intermingling facts and feelings, procedures, and judgements, all influencing each other in interesting ways.
Memory is what creates customer loyalty. It doesn’t matter what parts of your customer strategy you design. If customers don’t remember that you did it, it won’t matter later.
It’s for this reason that we love the subject of memory. So, we did a mini-series about it.
In this episode, the second part of a three-part mini-series on Memory, we build on the concepts we shared in the first episode. We talk about the memory network and how it works. We also discuss the different types of memories. Plus, we get into one of my favorite concepts from the “father of the behavioral sciences,” Nobel-Prize-winning economist Professor Daniel Kahneman, the Peak-End Rule.
It's sure to be an episode you will never forget.
Key Ideas to Improve your Customer Experience
There are a lot of things that memories are. They are facts, procedures, feelings, and evaluations. One thing they are not is a sole existence. We kick off this episode with an explanation of the network of memories that makes it clear what we mean.
Here are a few key moments in the discussion:
You can listen to part 1 of our mini-series on memory here.
Please tell us how we are doing! Complete this short survey.
Customer Experience Information & Resources
LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter.
Click here to learn more about Professor Ryan Hamilton of Emory University.
Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 35,000 subscribers.
How can we help?
Click here to learn more about Beyond Philosophy's Suite of Services.