{"id":115,"date":"2014-09-11T14:07:30","date_gmt":"2014-09-11T18:07:30","guid":{"rendered":"https:\/\/beyondphilosophy.com\/?page_id=115"},"modified":"2024-03-15T18:50:03","modified_gmt":"2024-03-15T22:50:03","slug":"subconscious-experience","status":"publish","type":"page","link":"https:\/\/beyondphilosophy.com\/customer-experience\/subconscious-experience\/","title":{"rendered":"Subconscious Experience"},"content":{"rendered":"

[et_pb_section fb_built=”1″ disabled_on=”on|off|off” _builder_version=”4.19.0″ _module_preset=”default” width=”100%” max_width=”100%” custom_margin=”||0px||false|false” custom_padding=”||0px||false|false” da_disable_devices=”off|off|off” saved_tabs=”all” global_colors_info=”{}” da_is_popup=”off” da_exit_intent=”off” da_has_close=”on” da_alt_close=”off” da_dark_close=”off” da_not_modal=”on” da_is_singular=”off” da_with_loader=”off” da_has_shadow=”on”][et_pb_row _builder_version=”4.19.0″ _module_preset=”default” width=”100%” max_width=”100%” custom_margin=”||||false|false” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”https:\/\/beyondphilosophy.com\/wp-content\/uploads\/2023\/03\/Banner-header-1.jpg” title_text=”Banner-header-1″ _builder_version=”4.19.0″ _module_preset=”default” width=”100%” max_width=”100%” custom_margin=”-81px||-120px||false|false” global_colors_info=”{}”][\/et_pb_image][et_pb_text _builder_version=”4.19.0″ _module_preset=”default” text_font=”Red Hat Text|700|||||||” text_text_color=”#FFFFFF” text_font_size=”55px” text_line_height=”1.3em” header_font=”Red Hat Text|700|||||||” header_font_size=”55px” header_line_height=”1.2em” background_enable_image=”off” min_height=”62.6px” custom_margin=”-160px|||100px|false|false” text_text_shadow_style=”preset1″ header_text_shadow_style=”preset1″ global_colors_info=”{}”]<\/p>\n

Subconscious Experience<\/span><\/strong><\/h1>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.19.0″ _module_preset=”default” width=”100%” max_width=”100%” custom_margin=”28px||||false|false” custom_padding=”0px||||false|false” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][lwp_divi_breadcrumbs font_icon=”5||divi||400″ link_color=”#FFFFFF” separator_color=”#f6a01d” current_text_color=”#f6a01d” _builder_version=”4.19.0″ _module_preset=”default” module_font=”Red Hat Text|300|||||||” module_font_size=”15px” background_color=”#000000″ custom_margin=”0px||||false|false” custom_padding=”0px|||10%|false|false” global_colors_info=”{}”][\/lwp_divi_breadcrumbs][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ disabled_on=”off|on|on” admin_label=”mobile header” _builder_version=”4.19.0″ _module_preset=”default” background_color=”#501b5f” custom_margin=”0px||0px||false|false” custom_padding=”0px||0px||false|false” da_disable_devices=”off|off|off” global_colors_info=”{}” da_is_popup=”off” da_exit_intent=”off” da_has_close=”on” da_alt_close=”off” da_dark_close=”off” da_not_modal=”on” da_is_singular=”off” da_with_loader=”off” da_has_shadow=”on”][et_pb_row _builder_version=”4.19.0″ _module_preset=”default” background_color=”#501b5f” custom_margin=”0px||0px||false|false” custom_padding=”0px||0px||false|false” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.19.0″ _dynamic_attributes=”content” _module_preset=”default” text_font=”Red Hat Text|600|||||||” text_text_color=”#FFFFFF” text_font_size=”39px” text_line_height=”1.3em” header_font=”Red Hat Text|600|||||||” header_text_align=”left” header_text_color=”#FFFFFF” header_font_size=”32px” background_color=”#501b5f” custom_margin=”||||false|false” custom_padding=”32px||32px||false|false” text_text_shadow_style=”preset1″ header_text_shadow_style=”preset1″ global_colors_info=”{}”]@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF90aXRsZSIsInNldHRpbmdzIjp7ImJlZm9yZSI6IiIsImFmdGVyIjoiIn19@[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.19.0″ _module_preset=”default” width=”100%” max_width=”100%” custom_margin=”0px||0px||false|false” custom_padding=”0px||0px||false|false” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][lwp_divi_breadcrumbs font_icon=”5||divi||400″ link_color=”#FFFFFF” separator_color=”#f6a01d” current_text_color=”#f6a01d” _builder_version=”4.19.0″ _module_preset=”default” module_font=”Red Hat Text|300|||||||” module_font_size=”15px” background_color=”#000000″ custom_margin=”0px||||false|false” custom_padding=”0px|||10%|false|false” global_colors_info=”{}”][\/lwp_divi_breadcrumbs][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.19.0″ _module_preset=”default” width=”85%” max_width=”85%” module_alignment=”center” custom_margin=”0px||||false|false” custom_padding=”0px||||false|false” da_disable_devices=”off|off|off” global_colors_info=”{}” da_is_popup=”off” da_exit_intent=”off” da_has_close=”on” da_alt_close=”off” da_dark_close=”off” da_not_modal=”on” da_is_singular=”off” da_with_loader=”off” da_has_shadow=”on”][et_pb_row column_structure=”2_3,1_3″ _builder_version=”4.19.0″ _module_preset=”default” width=”100%” max_width=”100%” global_colors_info=”{}”][et_pb_column type=”2_3″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n

WHAT IS A SUBCONSCIOUS EXPERIENCE?<\/h1>\n

Understanding the True Definition of Subconcious Experience<\/b><\/p>\n

Every customer experience<\/a> contains attributes that are both conscious \u2013 the rational part of the experience \u2013 and subconscious. Both of these can evoke emotions.<\/p>\n

Most organizations rely heavily on the rational and conscious parts of an experience (speed of delivery; how quickly a phone call is answered, etc.). Because they aren\u2019t even aware that subconscious and emotional experiences exist, this is not necessarily done by choice.<\/p>\n

Subconscious ExperienceThe irony is that all organizations provide subconscious and emotional experiences, but they are not in control of them. The lack of attention to these critical areas means that the customer experience becomes confusing, creates lost opportunities and drives complaints and costs because of the poor experience. In addition, it negatively affects customer retention<\/a> and customer loyalty<\/a>.<\/p>\n

For example, we\u2019ve all seen pens attached to chains at the bank. While this may not register in your conscious mind, the subconscious message is clear: your bank is saying \u201cWe don\u2019t trust you. We think you are going to steal our pens.\u201d Is this the signal the bank wants to give, or is it just that they haven\u2019t thought through the implications of their actions and the messages they are sending?<\/p>\n

[\/et_pb_text][\/et_pb_column][et_pb_column type=”1_3″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”https:\/\/beyondphilosophy.com\/wp-content\/uploads\/2018\/07\/the-intuitive-customer-left-jpeg2.jpg” alt=”the intuitive customer by colin shaw and ryan hamilton” title_text=”Visit Amazon” url=”https:\/\/www.amazon.com\/Intuitive-Customer-Imperatives-Moving-Experience\/dp\/1137534281\/” url_new_window=”on” use_overlay=”on” hover_overlay_color=”rgba(51,48,52,0.61)” _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.19.0″ _module_preset=”default” custom_margin=”72px||||false|false” global_colors_info=”{}”]<\/p>\n

YOUR CUSTOMER EXPERIENCE SHOULD BE DELIBERATE.<\/h2>\n

You effectively must deliberate over it and have a considered the conscious, subconscious and emotional impact of the experience you provide. The subconscious brain is a fertile garden to sow positive seeds. The mind is highly selective, processing millions of pieces of information each second, yet we remain largely unaware of this filtering mechanism.<\/p>\n

By concentrating on delivering the right subconscious signals, you\u2019re ensuring that your customers are emotionally engaged in a way that promotes customer loyalty and customer retention by way of an excellent customer experience.<\/p>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.19.0″ _module_preset=”default” background_color=”RGBA(255,255,255,0)” use_background_color_gradient=”on” background_color_gradient_stops=”#fbd9a5 43%|#ffffff 43%” width=”100%” max_width=”100%” module_alignment=”center” custom_margin=”||||false|false” custom_css_main_element=” font-weight: 600;|| line-height: 1.5em;||” da_disable_devices=”off|off|off” global_colors_info=”{}” da_is_popup=”off” da_exit_intent=”off” da_has_close=”on” da_alt_close=”off” da_dark_close=”off” da_not_modal=”on” da_is_singular=”off” da_with_loader=”off” da_has_shadow=”on”][et_pb_row column_structure=”1_5,1_5,1_5,1_5,1_5″ use_custom_gutter=”on” gutter_width=”2″ _builder_version=”4.19.0″ _module_preset=”default” background_color=”RGBA(255,255,255,0)” width=”95%” max_width=”95%” module_alignment=”center” custom_margin=”||||false|false” custom_padding=”58px||||false|false” global_colors_info=”{}”][et_pb_column type=”1_5″ _builder_version=”4.19.0″ _module_preset=”default” background_color=”RGBA(255,255,255,0)” custom_padding=”||||false|false” border_color_all=”RGBA(255,255,255,0)” global_colors_info=”{}”][et_pb_blurb use_icon=”on” font_icon=”||divi||400″ icon_color=”#f6a01d” image_icon_background_color=”RGBA(255,255,255,0)” image_icon_width=”75px” content_max_width=”801px” _builder_version=”4.19.0″ _module_preset=”default” background_color=”#333034″ image_icon_custom_margin=”10px||||false|false” module_alignment=”center” custom_margin=”-5vw||||false|false” custom_padding=”10px|20px|25px|20px|false|false” global_colors_info=”{}”]<\/p>\n

Connect on LinkedIn<\/span><\/h4>\n

Click here…<\/a><\/center>[\/et_pb_blurb][\/et_pb_column][et_pb_column type=”1_5″ _builder_version=”4.19.0″ _module_preset=”default” border_color_all=”RGBA(255,255,255,0)” global_colors_info=”{}”][et_pb_blurb image_icon_background_color=”RGBA(255,255,255,0)” image=”https:\/\/beyondphilosophy.com\/wp-content\/uploads\/2023\/10\/x.png” image_icon_width=”75px” content_max_width=”801px” _builder_version=”4.19.0″ _module_preset=”default” background_color=”#333034″ image_icon_custom_margin=”10px||||false|false” module_alignment=”center” custom_margin=”-5vw||||false|false” custom_padding=”10px|20px|25px|20px|false|false” global_colors_info=”{}”]<\/p>\n

Connect on X<\/span><\/h4>\n

Click here…<\/a><\/center>[\/et_pb_blurb][\/et_pb_column][et_pb_column type=”1_5″ _builder_version=”4.19.0″ _module_preset=”default” border_color_all=”RGBA(255,255,255,0)” global_colors_info=”{}”][et_pb_blurb use_icon=”on” font_icon=”||fa||900″ icon_color=”#f6a01d” image_icon_background_color=”RGBA(255,255,255,0)” image_icon_width=”75px” content_max_width=”801px” _builder_version=”4.19.0″ _module_preset=”default” background_color=”#333034″ image_icon_custom_margin=”10px||||false|false” module_alignment=”center” custom_margin=”-5vw||||false|false” custom_padding=”10px|20px|25px|20px|false|false” global_colors_info=”{}”]<\/p>\n

Contact Colin<\/span><\/h4>\n

Click here…<\/a><\/center>[\/et_pb_blurb][\/et_pb_column][et_pb_column type=”1_5″ _builder_version=”4.19.0″ _module_preset=”default” border_color_all=”RGBA(255,255,255,0)” global_colors_info=”{}”][et_pb_blurb use_icon=”on” font_icon=”||fa||900″ icon_color=”#f6a01d” image_icon_background_color=”RGBA(255,255,255,0)” image_icon_width=”75px” content_max_width=”801px” _builder_version=”4.19.0″ _module_preset=”default” background_color=”#333034″ image_icon_custom_margin=”10px||||false|false” module_alignment=”center” custom_margin=”-5vw||||false|false” custom_padding=”10px|20px|25px|20px|false|false” global_colors_info=”{}”]<\/p>\n

About Colin<\/span><\/h4>\n

Click here…<\/a><\/center>[\/et_pb_blurb][\/et_pb_column][et_pb_column type=”1_5″ _builder_version=”4.19.0″ _module_preset=”default” border_color_all=”RGBA(255,255,255,0)” global_colors_info=”{}”][et_pb_blurb use_icon=”on” font_icon=”||fa||900″ icon_color=”#f6a01d” image_icon_background_color=”RGBA(255,255,255,0)” image_icon_width=”75px” content_max_width=”801px” _builder_version=”4.19.0″ _module_preset=”default” background_color=”#333034″ image_icon_custom_margin=”10px||||false|false” module_alignment=”center” custom_margin=”-5vw||||false|false” custom_padding=”10px|20px|25px|20px|false|false” global_colors_info=”{}”]<\/p>\n

Visit the Blog<\/span><\/h4>\n

Click here…<\/a><\/center>[\/et_pb_blurb][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.19.0″ _module_preset=”default” width=”85%” max_width=”85%” module_alignment=”center” custom_margin=”0px||||false|false” custom_padding=”0px||||false|false” da_disable_devices=”off|off|off” global_colors_info=”{}” da_is_popup=”off” da_exit_intent=”off” da_has_close=”on” da_alt_close=”off” da_dark_close=”off” da_not_modal=”on” da_is_singular=”off” da_with_loader=”off” da_has_shadow=”on”][et_pb_row _builder_version=”4.19.0″ _module_preset=”default” width=”100%” max_width=”100%” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n

CASE STUDY: ONE WORD CHANGES IT ALL<\/h1>\n

In this video you will see classic example of how this subconscious experience can drive huge costs into the business.
<\/b>
This is an insurance client, Darren Cornish, the former Head of Customer Experience at Aviva. Darren explains how the use of one word caused 75% of customers to phone them back to clarify when they would be receiving the policy documents.<\/p>\n

This drove millions of phone calls into the call center. We advised they change one word. With that within three weeks the call volumes reduced from 75% to 6%!<\/p>\n

[\/et_pb_text][et_pb_video src=”https:\/\/www.youtube.com\/watch?v=3c0IFdJve_g” image_src=”https:\/\/beyondphilosophy.com\/wp-content\/uploads\/2023\/03\/aviba-video.jpg” font_icon=”I||divi||400″ use_icon_font_size=”on” icon_font_size=”120px” _builder_version=”4.19.0″ _module_preset=”default” width=”70%” max_width=”70%” module_alignment=”center” custom_margin=”48px||||false|false” hover_enabled=”0″ global_colors_info=”{}” sticky_enabled=”0″][\/et_pb_video][et_pb_text _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”]

<\/p>\nView the full Aviva case study\u00a0\u00a0\u00a0\u00a0<\/i><\/a>\n

<\/center>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.19.0″ _module_preset=”default” background_color=”#501b5f” min_height=”359.3px” custom_margin=”||-62px|||” da_disable_devices=”off|off|off” saved_tabs=”all” global_colors_info=”{}” da_is_popup=”off” da_exit_intent=”off” da_has_close=”on” da_alt_close=”off” da_dark_close=”off” da_not_modal=”on” da_is_singular=”off” da_with_loader=”off” da_has_shadow=”on”][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.19.0″ _module_preset=”default” background_color=”#501b5f” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.19.0″ _module_preset=”default” custom_css_main_element=”li{|| margin: 10px 0;||}||a.smallred, a.bigred {|| background: white !important;|| border: 1px solid #fff !important;|| color: #333034 !important;||}||a.small-button, a.icon-button {|| padding: 6px 44px !important;|| font-weight: bold !important;|| font-size: 18px !important;||}” global_colors_info=”{}”]<\/p>\n

Let’s talk…<\/span><\/h2>\n

…about how we can help you with your goals? Schedule a no-cost, no obligation consultation with us today.<\/span><\/p>\nContact us now\u00a0\u00a0\u00a0\u00a0<\/i><\/a>\n

[\/et_pb_text][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”https:\/\/beyondphilosophy.com\/wp-content\/uploads\/2022\/12\/lets-talk.jpg” title_text=”lets-talk” _builder_version=”4.19.0″ _module_preset=”default” z_index=”7″ width=”83.3%” custom_margin=”||-70vw||false|false” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.19.0″ _module_preset=”default” da_disable_devices=”off|off|off” global_colors_info=”{}” da_is_popup=”off” da_exit_intent=”off” da_has_close=”on” da_alt_close=”off” da_dark_close=”off” da_not_modal=”on” da_is_singular=”off” da_with_loader=”off” da_has_shadow=”on”][et_pb_row _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_divider show_divider=”off” _builder_version=”4.19.0″ _module_preset=”default” custom_margin=”||||false|false” global_colors_info=”{}”][\/et_pb_divider][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"

Subconscious Experience

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<\/span> Home<\/span><\/a><\/span> 5<\/span> <\/span><\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>
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<\/span> Home<\/span><\/a><\/span> 5<\/span> <\/span><\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>WHAT IS A SUBCONSCIOUS EXPERIENCE? Understanding the True Definition of Subconcious Experience Every customer experience contains attributes that are both conscious \u2013 the rational part of […]<\/p>\n","protected":false},"author":12,"featured_media":0,"parent":110,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"

[vc_row swatch=\"swatch-bp-original\" bg_type=\"no_bg\"][vc_column width=\"4\/6\"][heading sub_header=\"Understanding the True Definition of Subconcious Experience\" header_type=\"h2\" header_align=\"default\" header_underline=\"bordered\"]What Is A Subconscious Experience? [\/heading][vc_column_text]<\/p>

Every customer experience contains attributes that are both conscious<\/strong> \u2013 the rational part of the experience \u2013 and subconscious<\/strong>. Both of these can evoke emotions.<\/p>

Most organizations rely heavily on the rational and conscious<\/a> parts of an experience (speed of delivery; how quickly a phone call is answered, etc.). Because they aren\u2019t even aware that subconscious and emotional experiences exist, this is not necessarily done by choice.<\/p>

\"SubconsciousThe irony is that all organizations provide subconscious and emotional experiences, but they are not in control of them. The lack of attention to these critical areas means that the customer experience<\/a> becomes confusing, creates lost opportunities and drives complaints and costs because of the poor experience. In addition, it negatively affects customer retention<\/a> and customer loyalty<\/a>.<\/p>

For example, we\u2019ve all seen pens attached to chains at the bank. While this may not register in your conscious mind, the subconscious message is clear: your bank is saying \u201cWe don\u2019t trust you. We think you are going to steal our pens.\u201d Is this the signal the bank wants to give, or is it just that they haven\u2019t thought through the implications of their actions and the messages they are sending?<\/p>

[\/vc_column_text][\/vc_column][vc_column width=\"2\/6\"][vc_column_text]\"emotional<\/a>[\/vc_column_text][\/vc_column][\/vc_row][vc_row row_type=\"default\" break_parents=\"4\" row_zindex=\"0\" parallax_type=\"up\" parallax_speed=\"20\" enable_mobile=\"true\" bg_position=\"top\" bg_size=\"cover\" bg_repeat=\"no-repeat\" margin_left=\"0\" margin_right=\"0\" gradient_angle=\"0\" gradient_color_start=\"#ffffff\" gradient_start_offset=\"0\" gradient_color_end=\"#ffffff\" gradient_end_offset=\"100\" video_youtube=\"\" video_mute=\"true\" video_loop=\"true\" video_start=\"true\" video_stop=\"true\" video_controls=\"true\" video_raster=\"true\"][vc_column width=\"1\/1\"][vc_column_text]<\/p>

Your customer experience should be deliberate.<\/h2>

You effectively must deliberate over it and have a considered the conscious, subconscious and emotional impact of the experience you provide. The subconscious brain is a fertile garden to sow positive seeds. The mind is highly selective, processing millions of pieces of information each second, yet we remain largely unaware of this filtering mechanism.<\/p>

By concentrating on delivering the right subconscious signals, you\u2019re ensuring that your customers are emotionally<\/strong> engaged in a way that promotes customer loyalty<\/em> and customer retention<\/em> by way of an excellent customer experience.<\/p>

[\/vc_column_text][\/vc_column][\/vc_row][vc_row swatch=\"swatch-bp-original\" bg_type=\"bg_color\" row_type=\"default\" break_parents=\"4\" row_zindex=\"0\" parallax_type=\"up\" parallax_speed=\"20\" enable_mobile=\"true\" bg_position=\"top\" bg_size=\"cover\" bg_repeat=\"no-repeat\" margin_left=\"0\" margin_right=\"0\" gradient_angle=\"0\" gradient_color_start=\"#cccccc\" gradient_start_offset=\"0\" gradient_color_end=\"#cccccc\" gradient_end_offset=\"100\" video_mute=\"true\" video_loop=\"true\" video_start=\"true\" video_stop=\"true\" video_controls=\"true\" video_raster=\"true\"][vc_column align=\"center\" align_sm=\"center\" width=\"1\/1\"][heading sub_header=\"In this video you will see classic example of how this subconscious experience can drive huge costs into the business.\" header_type=\"h2\" header_underline=\"bordered\"]Case Study: One Word Changes It All[\/heading][vc_column_text]<\/p>

This is an insurance client, Darren Cornish, the former Head of Customer Experience at Aviva. Darren explains how the use of one word caused 75% of customers to phone them back to clarify when they would be receiving the policy documents. This drove millions of phone calls into the call center. We advised they change one word. With that within three weeks the call volumes reduced from 75% to 6%!<\/p>