Howard Lax’s latest article on ‘MarketingProfs’ is titled “Customer Experiences and the Theory of Relativity”.

Lax says, “What does Einstein’s theory of relativity have to do with customer experience? I don’t have a fancy formula, but let’s try this: Assessments of customer experiences = Memory of the experience relative to a frame of reference.

That formula is based on two key observations from the world of behavioral economics.

First, the memory of an experience trumps the actual experience. That may seem like splitting hairs, but what we remember, however accurate or inaccurate, is more important than what “actually” happened. The memory of the experience becomes reality”.

Customer Experiences and the Theory of Relativity

MarketingProfs

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