STANDARD DEVIATIONS PODCAST: Jen Clinehens – The Consumer Psychology of the World’s Best Brands


This week on Standard Deviations with Dr. Daniel Crosby, Dr. Crosby speaks with Jen Clinehens.

Jennifer Clinehens is currently Head of Experience at a major global experience agency. She 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 she’s helped shape customer experiences across the globe. A recognized authority in marketing and customer experience, Ms. Clinehens is the author of “Choice Hacking: How to use psychology and behavioral science to create an experience that sings” and “CX That Sings: An Introduction to Customer Journey Mapping.”

Tune in to hear:

– What are some of the psychology principles that Costco gets right as a brand?

– Is it better to make customer onboarding super fluid and effortless or to make it a bit more arduous and engage with the “sunk cost fallacy?”

– What is the “pratfall effect” and how was it used with great effect by brands like Apple, KFC and Domino’s?

– What is the “cocktail party effect” and how can we use it to our advantage?

– What does Nike do particularly well and how do they induce a sense of artificial scarcity?

– How can your average person in a consulting or advice type role leverage this concept of scarcity?

– Who distilled Cialdini’s 7 Principles of Persuasion down to just 3 and how are these best applied in practice?

Compliance Code: 0963-OAS-4/5/2023


Educated at Brigham Young and Emory Universities, Dr. Daniel Crosby, the personality behind STANDARD DEVIATIONS podcast, is a psychologist and behavioral finance expert who helps organizations understand the intersection of mind and markets.

Dr. Crosby’s first book, Personal Benchmark: Integrating Behavioral Finance and Investment Management, was a New York Times bestseller. His second book, The Laws of Wealth, was named the best investment book of 2017 by the Axiom Business Book Awards and has been translated into Japanese, Chinese, Vietnamese and German. His latest work, The Behavioral Investor, is an in-depth look at how sociology, psychology and neurology all impact investment decision-making.