We help brands create  salient, simple, and soulful  customer experiences.

Choice Hacking's approach to customer experience is a potent mixture of decades of experience, time-tested frameworks, Nobel prize-winning behavioral science & psychology techniques, and cutting-edge AI tools. 

What we do

What most brands get wrong about

customer experience

Research has found that most brands believe they deliver a “superior experience.” 

But when customers were asked what they thought of those same brands’ experiences, only 8% said they deliver on even a basic customer experience. 

There’s a clear breakdown between what brands think customers are doing, thinking, feeling, and paying attention to, and what they’re actually doing, thinking, feeling, and noticing. 

At Choice Hacking we call this the customer empathy gap.

And it happens because the basic wiring of brains makes it really hard for people to see the world through someone else’s eyes - and that goes for marketers, too.

“We can ask customers what they want!” you might be saying to yourself.  

But decades of research tells us that customers are unreliable narrators of their own lives, and can’t accurately identify why or even how they make decisions.

So how can we possibly know what motivates customers when they don’t know it themselves?

Our Solution

Choice Hacking uses a unique blend of behavioural science, data analysis, AI, virtual testing environments, and marketing psychology to dig deep into customers’ hidden desires, emotions, motivations, and needs.

We begin our work at the moment of “raw reaction” - when a customer is first exposed to your marketing or experience but has not yet had time to coat that reaction in cognitive bias, self-delusional stories, and “accidental lies.”