Choice Hacking: How to use behavioral science and psychology to create an experience that sings

by Jennifer L. Clinehens

What if you could use Nobel prize-winning science to predict the choices your customers will make?

Customer and user behaviors can seem irrational. Shaped by mental shortcuts and psychological biases, their actions often appear random on the surface. In Choice Hacking, we'll learn to predict these irrational behaviors and apply the science of decision-making to create unforgettable customer experiences.

Discover a framework for designing experiences that doesn't just show you what principles to apply, but introduces a new way of thinking about customer behavior. You'll finish Choice Hacking feeling confident and ready to transform your experience with science.

In Choice Hacking you'll discover:

- How to increase the odds that customers will make the "right choice"
- How to create experiences that persuade, and drive action
- How brands like Uber, Netflix, Amazon, and Starbucks apply these principles in their customer and user experiences

This book was written for anyone who wants to hack the customer code: consultants, designers, strategists, small business owners, students, managers, and organizational leaders. Whether you're working in digital, mobile, retail, or omnichannel, Choice Hacking will help you use psychology to perfect your customer experience.

Genres: Psychology, Business

246 pages, Paperback

Published January 1, 2020

About the author

Jennifer Clinehens is currently Head of Experience at a major global experience agency and 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 more, she's helped shape customer experiences across the globe.

A recognized authority in marketing and customer experience, she 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".

Reviews

[Andres Leon · Rating 5 out of 5]

Recomendado! Es una tremenda entrada al mundo del comportamiento humano / behavioral economics.

Te introduce los conceptos más importantes con explicaciones muy prácticas, ejemplos claros y guías para que implementes cada cosa que aborda.

Es de esos libros que pone tus ideas en orden.

Al final incluye recomendaciones de otros libros, cursos en línea e incluso acceso a un curso online de la autora en el tema.

[Fernando Javier Castillo · Rating 4 out of 5]

Es un buen modelo para entender el mundo de ciencias del comportamiento desde un punto de vista practico.

[Lucie de Z · Rating 5 out of 5]

Thoughtful framework and a bunch of solid science and research-backed arguments for branding activities.

[Jeremy Osborn · Rating 3 out of 5]

This book is a brief introduction to a lot of behavioral science concepts applied to product design. If you are new to behavioral sciences there is a lot here to get you started on the topic. The challenge is that the author seems to be misapplying a number of the concepts. The author talks about Netflix's technique of teasing content to drive engagement as Reciprocity, but the example could probably be better attributed to the Zeigarnik Effect. This books is more or a marketers take on behavioral sciences than a behavioral scientist who is instructing how the science can be applied to product design.

[Christopher Cardenas · Rating 3 out of 5]

Llegué al libro porque sigo a Jennifer en su cuenta de IG, y aunque se lee de manera muy sencilla y presenta conceptos necesarios para adentrarse en el mundo de las ciencias del comportamiento , me queda la leve sensación de que no es totalmente experta en el tema, como por ejemplo lo es un Dan Ariely o Daniel Kahneman, que han dedicado su vida a este estudio. En conclusión, aunque creo que sí es un buen libro para entender ciertos conceptos, existen otros autores que han dedicado su vida profesional a investigar e incluso desarrollar varios de los temas que se tocan en el libro, que por cierto estos autores también son mencionados en sus páginas, pueden usarlo como una referencia para generar un catálogo de investigadores qué consultar.

[Kate · Rating 5 out of 5]

This book was not only a great summary of how people choose what they buy, it also used the same meta-techniques to be easily readable, salient, and understandable.

[Neil Krikul]

Easy to read and follow, however, more suitable for behavioural economics beginners.