Jen Clinehens - The Consumer Psychology of the World’s Best Brands

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.”

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