Did you know that 32% of consumers stop interacting with a brand they love after one single bad experience? Until recently, you could only learn subjective opinions to understand such events. After they had already happened. Until now...
Now you can measure how your customers truly feel. Without any bias. In any design phase. And during every second of the experience: entering a location, watching new visuals, listening to music, and so on. This way, you can eliminate dissatisfiers and prevent churn. And more: you can optimize the customer experience and monitor how long the likeablity remains high.
How it works? When people have an experience, their body responds. For instance, their heart rate changes. ObservingMinds measures both heart and brain activity of volunteers with user-friendly body and location sensors. Our mathematical algorithms transform the data to experience metrics. We can even integrate the outcomes with your existing data.
Interested? Request a briefing to obtain an assessment design, including options for A/B testing, 0/1 testing, comparison of market segments, and implementation of the peak-end rule.
32% of consumers stop interacting with a brand they love after one single bad experience.
What is needed to increase the customer satisfaction from an 8 to a 9+? Which dissatisfiers to improve? Which design elements to use? We measured it for a client in the entertainment industry. Result: fact-based design improvements!
The ideal experience follows the peak-end rule: it contains a high peak and a strong ending. We rediscovered it during an assessment for one of our clients. They had just invested millions in a new experience, but it did not outperform a previous top-level experience. Question: why? Answer: the peak-end rule was not in place. Result: final investments in improvements, exactly where they were needed!