What it is
People subconsciously imitate others' behaviors, speech, or expressions.
How it shows up in CX
Customers are more likely to trust and engage with brands that reflect their tone and style.
CX pillars it strengthens
RecognitionEmpathyEmotions
How to design with it
1
Match customer language.
2
Use mirroring techniques in communication.
3
Encourage relatable branding.
4
Design marketing to reflect customer culture.
5
Enhance human interaction.
6
Train staff to subtly mirror customer body language.
Supporting biases
Social ProofEmotional Contagion
Opposing biases
Autonomy BiasUniqueness Preference
Related biases
Behavioral Biases
Design with behavior, not against it.
Explore more biases, or work with us to apply behavioral science to your customer experience.