How Does Consumer Psychology Impact the Digital Experience? With Guest Jon MacDonald

In this episode of "The Conversion Show" podcast, Erik Christiansen welcomes back Jon MacDonald, President & Founder of the good, and author of "Behind the Click".  Erik and Jon delve into consumer psychology and the psychological principles that shape our online decisions and how they impact a company's digital presence. They also discuss the digital customer journey and the importance of understanding customer needs and decision-making processes to improve conversion rates, retention, and trust. Jon also offered a discount code for the e-book version of "Behind The Click," and shares key takeaways for busy readers. 

Erik an Jon discuss:

• Understanding the customer's mindset at each phase of the buying life cycle.
• Decision fatigue and the critical role of simplifying the purchasing process.
• Building trust and ensuring customer retention through the post-purchase experience.
• Challenges of personalization and the power of segmentation and automation.

Host: Erik Christiansen, CEO of Justuno

Guest: Jon MacDonald, President & Founder of the good

Transcript

Erik 00:00:51 

We're going to kick off the conversion show today with Jon MacDonald, a former guest. And I'm really happy to have Jon today because, wanted to celebrate his new book, Behind the Click. I read his last one, opt in in the Optimizing Optimization. also founder of the good. And today we are talking about consumer psychology. and so welcome, Jon, to the show.

Jon 00:01:18

Hey, thanks for having me again. Great to be back.

Erik 00:01:20

I was excited to talk about consumer psychology because it's what we've been talking about a lot lately. would you like to share? Let's hear about the book real quick. Let's hear about why you wrote it and what you're covering in it.

Jon 00:01:36

Well, Behind the Click is about the psychological principles, behind the shortcuts that our brains take to make decisions every day. And how the different elements of your company's digital experience either guide customers towards that purchase, or sends them running to a competitor. And so understanding all of these, I think, you know, what has happened is I've been in the CRO industry for 15 years now.

Jon 00:02:04

You know, the good just turned 15 in April and, you know, the more work that we've done to optimize conversion rates, the more we've realized that to make real, lasting gains, you have to pull way further back on the customer experience than just conversion. And that was kind of a light bulb moment for this book, right? So many factors affect your conversions.

Jon 00:02:29

and it starts way before a customer even begins to start thinking about purchasing from you. Right? As they're doing their research, they have a need. So every element of your website tells the customers something about what they do or do not want with or to buy from you, right? It's one of those things where if you have to understand in order to be effective, what's...