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.
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. This means embracing how people actually think and feel, catering to their needs and preferences, and then translating those insights into engaging experiences. 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. Using affect in the very similar sentence These measures will affect savings implies that the measures will cause a change in savings that have already been realized.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. The sentence These measures have been designed to effect savings implies that the measures will cause new savings to come about. The verbs produce important differences in meaning. People who stop smoking will see beneficial health effects, but not beneficial health affects. Its corresponding noun means "a result." Thus if someone affects something, there is likely to be an effect of some kind, and from this may arise some of the confusion. The verb effect means "to bring about or execute": medical treatment designed to effect a cure. Note that affect does not have a noun sense meaning "an influence that brings about a change." As a verb, affect is most commonly used in the sense of "to cause a change in:" the ways in which smoking affects health. As a noun it is uncommon and means roughly "emotion." It is pronounced with stress on the first syllable rather than the second. The other affect, the one that is confused with effect, is both a noun and a verb. One means "to put on a false show of," as in She affected a British accent. First, bear in mind that there are two words spelled affect. Usage Note: Affect and effect are often confused because they sound alike and have related meanings.
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