Unit 3
The Art of Influence
Behavioral science for shaping guest experience through priming, choice architecture, reciprocity, and social proof.
Overview
Behavioral science for shaping guest experience through priming, choice architecture, reciprocity, and social proof.
Modules in this Unit
- First Impressions & Priming - Understanding the psychology of first impressions and how environmental cues shape guest experiences
- Choice Architecture - Designing choice environments that guide guests toward satisfying decisions
- Reciprocity Engine - Master the psychology of reciprocity to create natural obligation and loyalty through authentic generosity.
- Expectation Setting - Managing guest expectations to create satisfaction through strategic communication
- Language & Social Proof - Master the power of words and social influence to guide guest decisions and create a sense of belonging.
- Memorable Moments - Creating peak experiences, perfect endings, and moments of surprise and delight
First Impressions & Priming
Understanding the psychology of first impressions and how environmental cues shape guest experiences
Choice Architecture
Designing choice environments that guide guests toward satisfying decisions
Reciprocity Engine
Master the psychology of reciprocity to create natural obligation and loyalty through authentic generosity.
Expectation Setting
Managing guest expectations to create satisfaction through strategic communication
Language & Social Proof
Master the power of words and social influence to guide guest decisions and create a sense of belonging.
Memorable Moments
Creating peak experiences, perfect endings, and moments of surprise and delight
The Peak-End Rule
narration • 15 min
Creating Peak Moments
narration • 15 min
Perfect Endings
narration • 15 min
Surprise and Delight
narration • 15 min
Exercise: Moment Design
exercise • 20 min
Reflection: Memorable Experiences
reflection • 10 min
Simulation: The Celebration
simulation • 20 min
Knowledge Check
quiz • 10 min
Integration: Your Moments Strategy
reflection • 15 min