Sessions at SXSW Interactive 2012 about Customers and Psychology

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Sunday 11th March 2012

• Customers Are Irrational: Stop Fighting It

  by Colin Shaw

  Why do people knock wood for luck? Why do people press elevator buttons 20 times, even though they know it won’t make the elevator come any faster? People are irrational. Why do people love inanimate objects like smartphones? Why do people cry when they see an artist’s work? People are irrational.Who are your customers? Irrational people. So why then do organizations design rational experiences? Emotions comprise more than half the typical customer experience. With the immediacy of information and social media, you must embrace that irrationality and use it to your advantage by building a deliberate experience. Effectively managing and engaging subconsciously with these irrational customers is essential.Join international bestselling customer experience author Colin Shaw as he presents new psychological research that reveals examples of irrationality, the mistakes organizations are making today, and how you can embrace irrationality and build an emotionally engaging experiences.

  • Customers
  • Emotion
  • Psychology
  • User Experience

  At 12:30pm to 1:30pm, Sunday 11th March

  In Capital Ballroom B, InterContinental Stephen F. Austin

  Coverage slide deck audio clip