The Psychology of CX 101: Master The Hidden Drivers Of Customer Behavior

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0:006:04

Voice Stories

Table of Principles

6:04

Introduction

8:50

Part I: Quick Start Guide

11:26

Part II: Measurement Framework

9:39

Part III: Cognitive & Mental Processing

3:20

1. Cognitive Fluency

2:09

2. The Clarity Anchor

2:07

3. Attention Is the New Currency

2:08

4. Customers Are Cognitive Misers

2:20

5. Cognitive Load Distribution

2:01