![]() Motivated: Human beings have four intrinsic needs they strive to fulfill – a sense of purpose, control, progress, and competence.As you design experiences, proactively think about which emotions the experience will likely generate during these critical junctures. Emotional: People remember things based on how the experience made them feel, particularly during the most extreme points and at the end of an interaction – a phenomenon known as the Peak-End Rule.Recognizing this innate self-centeredness can help you identify and mitigate resulting issues. These knowledge gaps can create miscommunications or a lack of empathy. As you work on your XM program, remember that employees and leaders are more familiar with your company’s processes, products, and services than your customers, prospects, and suppliers. This reality makes it difficult to put ourselves in another person’s shoes. Self-centered: Everyone views the world through their own unique and personal lens.Unfortunately, most organizations spend too much time trying to appeal to our rational side, instead of catering to our intuitive side. The latter, known as Intuitive Thinking, is the primary method people use to make decisions – especially during times of stress or crisis. Intuitive: People have two different modes of decision-making: one that’s slow, logical, and deliberate and one that’s fast, automatic, and based on biases and mental shortcuts.Recognizing and embracing the Six Key Traits of Human Beings will allow organizations to make deep and lasting connections. If organizations don’t understand and address these underlying - often unconscious - determinants, they’ll struggle to create consistently engaging experiences.įortunately, all people share some fundamental characteristics. There’s a lot of other hidden factors that influence our behavior. We’re not completely rational decision-makers who act solely on cold, hard logic. This can be tricky, however, as human beings are incredibly complicated. While recognizing and managing the relationship between experiences, emotions, and actions is critical, to forge lasting emotional bonds, organizations also need to understand why people feel and behave the way they do. Behaviors: How a person interacts with an organization, which is heavily influenced by their attitudes.Attitudes: What opinions and sentiments someone holds about the organization.Perceptions: How the person views the experience based on their expectations, which are evaluated against success (whether they could achieve their goal), effort (how easy or hard it was), and emotion (how they felt).Expectations: What a person anticipates will happen during an experience.Experiences: What actually happens to a person during an interaction.Organizations actively need to shape how people process and respond to their experiences by managing the five elements of the Human Experience Cycle. Just recognizing this connection isn’t enough, however. So if organizations want to drive profitable behaviors, they need to recognize the ways in which people’s experiences affect how they think, feel, and act toward their business. Like whether they purchase more products, recommend the business to friends, or stay late at work. And that experience - whether it’s mundane, transformative, or something in between - is going to generate an emotional response, which in turn will influence their attitudes and inform their future behaviors. This means that whenever someone interacts with an organization, they will have an experience. They can be as boring as responding to a work email or as life-changing as having a child. Understanding the basics of human behaviorĮxperiences are how human beings interface with the world. AFFECTUS TRANSLATION FREEThis means embracing how people actually think and feel, catering to their needs and preferences, and then translating those insights into engaging experiences.įind opportunities to design more compelling experience with our free design worksheet Consequently, neglecting the human-side of XM is a huge and costly mistake.īefore you can effectively manage experiences, however, you must understand the needs and preferences of people across your ecosystem. Everyone who encounters your organization is a person, and how they think and feel about their experiences with your business is going to affect their loyalty to your company and, ultimately, your bottom line. What do these groups have in common? They are all made up of people. Why human behavior is important to XMĬustomers. Understanding human behavior – how and why people act the way they do – can help you design and execute more emotionally engaging experiences. Discover why universal human behavior traits are key to a successful XM activation.Įxperience management (XM) is becoming increasingly vital to organizations’ long-term business success. ![]()
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