Common Experience Shortcomings 3 - Positive Mindset

How do you get someone in a positive frame of mind?

Why do you want someone in a positive frame of mind?

Besides the fact that’s it’s fun and enjoyable, your brain actually functions up to 33% more effectively in a positive frame of mind. 

Do you want your customers to be open to new ideas?

Do you want them to be thinking through the implications of their actions?

Evaluating your value proposition or being educated on the nuances of your product and why it’s superior to your competitors?

Perfect – positive frame of mind is your target.

Easy to say.

Difficult to accomplish.

So how do we get there?

Quick answer – Delight!

Ok, how do we delight?

Man! I’m glad you asked, that’s exactly what we do here.

Let’s look at our customer journey map. What are all the times we potentially touch a customer through the entire process of awareness, interest, purchase, fulfillment, and follow up?

Now what are the points where a decision is made or a change of behavior needs to happen?

Those are your CRITICAL touch points.

Now let’s evaluate ways we can ENSURE your customers are in a positive mindset during those critical points.

Can you delight with a small gift? Some music? A kind word? A smile? A glass of water? A hand-drawn picture? A handwritten note? A video message?

The ideas are endless, and they are all up to you.

But there are some principles to use when evaluating how best to Delight.

And Delighting customers is key to keeping them in a positive frame of mind – especially when you want to educate them or change their behavior.

For more details on putting your partners in a positive frame of mind, reference Never Split the Difference, by Chris Voss.

Enjoy! 

And Dare to Delight.

#CustomerExperience

#DesignThinking

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