Whatever the size of your company and your industry classification, the need is the same—increase my revenue from existing customers and from identifying new customers. To truly move the needle, smart companies know they must discover more about the customers themselves.

To obtain that deeper level of understanding, Reptile Storytelling gets inside the head of your customers through qualitative and quantitative research, and from the development of personas, customer experience maps, and customer journey flows. The insights we gather identify the considerations, pain points, opportunities, and emotional triggers before, during, and after any engagement with your company.

Ultimately, these lead to the “moments of truth” a company desires with its customers.

Reptile Storytelling helps your company get a deeper understanding of existing and/or prospective customers, identifying opportunities to create “moments of truth” with your customers. This is the time when a customer makes the decision to fulfill the call to action to interact with your company.

Moments of Truth rely on correlating what triggers emotional responses in a customer’s brain (the “Reptile”) with the stage of their customer journey (the “Storytelling”).

The most instinctive part of the human brain comes from our Reptilian origins, which uses emotional triggers to decide actions. What used to be “fight or flight” is now “engage or pass.”

To pull that emotional trigger, it helps to know the importance of visual cues. Over 40% of the human brain is engineered for images, and humans process images 60,000 times faster than anything that requires thinking.

Bottom line: What we learn about customers has to be put in the context of something a customer sees, not something they have to interpret or think about.

Knowing where these emotional triggers occur during the five phases of the customer journey help the company determine the experience to create. These phases normally include the following:

• Awareness (planning, preparing, finding)
• Consideration (who to buy from, and when)
• Conversion (purchase)
• Retention (repeat visit, repeat purchase, loyalty)
• Advocacy (informing your network of friends, sharing)

Bottom line: By combining visual cues with the relevant phase of the customer journey, the company creates a relevant experience, with the right marketing, and even the right messaging to facilitate the moment of truth the company seeks.