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Choice Hacking Cover

Where decisions, design, psychology and behavioral science meet.

Customer and user behaviors can seem irrational. Shaped by mental shortcuts and psychological biases, their actions often appear random on the surface.

In Choice Hacking, you'll learn to predict these irrational behaviors and apply the science of decision-making to create unforgettable customer experiences.

Discover a framework for designing experiences that doesn't just show you what principles to apply, but introduces a new way of thinking about customer behavior. You'll finish Choice Hacking feeling confident and ready to transform your experience with science.

In Choice Hacking you'll discover:

  • How to increase the odds that customers will make the "right choice"
  • How to create experiences that persuade, and drive action
  • How brands like Uber, Netflix, Amazon, and Starbucks apply these principles in their customer and user experiences

Who was this book written for?

This book was written for anyone who wants to hack the customer code: consultants, designers, strategists, small business owners, students, managers, and organizational leaders. Whether you're working in digital, mobile, retail, or omnichannel, Choice Hacking will help you use psychology to perfect your customer experience.

The science of behavior change,

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"5 psychological principles that will improve your experience."

About the author

Jennifer L. Clinehens

Jennifer Clinehens is currently Head of Experience at a major global experience agency and holds a Master's degree in Brand Management as well as an MBA from Emory University's Goizueta School. 

Ms. Clinehens has client-side and consulting experience working for brands like AT&T, McDonald's, Adidas, and more, she's helped shape customer experiences across the globe.

A recognized authority in marketing and customer experience, she is also the author of CX That Sings: An Introduction to Customer Journey Mapping.