S08.EP15 — Customer Experience Psychology: How to Build a Memorable Brand with Si Elliott

What makes a customer experience memorable?

Learn more at https://justcreative.com/podcast

In this episode, Jacob Cass speaks with customer experience expert and author Si Elliott about the psychology behind how people experience, perceive and remember brands.

Drawing from his book, Customer Experience Thinking, Si explains how behavioural science can help brands create stronger customer relationships. They explore the role of expectations, emotion, identity, effort, personalisation and control, along with the small details that can shape an entire experience.

They also unpack some of the behavioural biases every brand strategist should understand, including loss aversion, framing, anchoring, social proof, the paradox of choice and the peak-end rule.

You’ll discover:

• Why a customer’s memory of an experience may matter more than the experience itself

• How first impressions influence everything that follows

• Why offering more choice can make an experience worse

• The difference between being personal and being personalised

• How emotion and identity shape brand preference

• Where AI can improve customer experience and where humans should lead

If you want to create brand experiences that feel more human, valuable and memorable, this conversation will change how you think about every customer interaction.