The Subconscious Experience

Organizations unknowingly provide subconscious signals to customers all the time.

Over the years we have undertaken a great deal of research to keep us at the cutting edge of understanding this subject. This research lead us to discover there is a subconscious experience as well as a conscious one. The subconscious experience is seen, felt, heard and processed by your subconscious mind; by definition not registering in your conscious mind. For example when you walk into your bank they have pens with chains on. This may not register in your conscious mind, but the subconscious message is clear. Your bank is saying ‘we don’t trust you; we think you are going to steal our pens.’ Is this the signal the bank wants to give, or is it just that they haven’t thought through the implications of their actions and the messages they are giving.

Organizations unknowingly provide subconscious signals to customers all the time. To build a deliberately great Customer Experience it is essential you replace negative signals with positives ones that align to your strategy.