No, you’re not crazy. You’re just irrational!

First, welcome to our brand spanking new website – irrationalcustomers.com. Looks cool, doesn’t it?

This site is about you, and me, how we take in and process information, and how we act as customers. It’s not what you think. Or, maybe, it is what you think…you just don’t know it. Because you’re irrational.

Join the club.

Companies have been making assumptions for many years about how to attract and keep customers, and - based on a wealth of recent research – most of those assumptions are wrong.

In this space we’ll be exploring the many different facets of the “irrational customer.” And there are many facets. Let me give you an example: customer satisfaction surveys are ineffective because we are unable to access the real reasons we feel the way we do; we make decisions in the “irrational” subconscious, and then infer or “rationalize” our feelings based on our behavior. More to come.

Through this blog I’ll be sharing my wise and insightful (according to my mom) views on the latest research – both business and neuro – regarding just how people (and specifically customers) think and behave. And we’ll look at how that knowledge can impact how companies attract and keep their customers.

We’ll also use other areas of the site to further this message. You can see podcasts of yours truly speaking to different business groups about our crazy, evolving, imperfect brains, and what they make us do sometimes. We’ll be adding articles – those we’ve written, and those we’ve found – that illuminate the topic. Plus, we’re developing a book. Stay tuned for more on that.

So sign up for our RSS feed, and get ready to learn about – not just customer experience and marketing – but everything from evolution to neuron processing to behavioral science, with interesting, synapse stops in between.

And as we delve into the new and different, it’s my fervent hope that you’ll join the discussion by adding your comments.

So, the irrational journey begins…

Posted by Bill Cusick on January 11th, 2008 in Irrational Customers

Permalink |  Email This Post