Jen Clinehens - The Power of Consumer Psychology: What Top Global Brands Do Differently
This week on Standard Deviations with Dr. Daniel Crosby, Dr. Crosby is joined by Jen Clinehens. Jennifer Clinehens is currently Head of Experience at a major global experience agency. She holds a Master's degree in Brand Management as well as an MBA from Emory University's Goizueta School. Ms. Clinehens has client-side and consulting experience working for brands like AT&T, McDonald's, Adidas, and she's helped shape customer experiences across the globe. A recognized authority in marketing and customer experience, Ms. Clinehens is the author of "Choice Hacking: How to use psychology and behavioral science to create an experience that sings" and "CX That Sings: An Introduction to Customer Journey Mapping."
Standard Deviations with Dr. Daniel Crosby · Dr. Daniel Crosby, Jen Clinehans
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Show Notes
Tune in to hear:
- What are some of the psychology principles that Costco gets right as a brand?
- Is it better to make customer onboarding super fluid and effortless or to make it a bit more arduous and engage with the "sunk cost fallacy?"
- What is the “pratfall effect” and how was it used with great effect by brands like Apple, KFC and Domino’s?
- What is the “cocktail party effect” and how can we use it to our advantage?
- What does Nike do particularly well and how do they induce a sense of artificial scarcity?
- How can your average person in a consulting or advice type role leverage this concept of scarcity?
- Who distilled Cialdini’s 7 Principles of Persuasion down to just 3 and how are these best applied in practice?
Compliance Code: 0963-OAS-4/5/2023
https://www.linkedin.com/in/jenclinehens
https://www.choicehacking.com