Hooked on You: Why Habit Beats Relationship in CX
Your Customers Don’t Want Connection. They Want a Habit.
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We’ve been telling ourselves the same story for years:
“Customers want to feel emotionally connected to our brand.”
?Really?
Do they lie awake hoping to deepen their bond with your mobile app? Are they craving emotional resonance with your FAQ page?
Let’s stop pretending.
Your customers don’t want to connect.
They want to complete.
They want things to work.
They want fewer taps, fewer hiccups, and zero surprises (unless those surprises involve free shipping or a bonus perk).
And once they find a product that delivers—consistently—they’ll keep coming back.
Not because they’re in love with you.
But because their brain is wired to follow what’s easy, fast, and rewarding.
Why Loyalty Isn’t About Love—It’s About Loops
Behavioral science shows us that habits form through simple, repeatable loops:
Starbucks gets this. You’re not there for a deep relationship.
You’re there because your brain has learned that 8:13am + caffeine craving = mobile order, name on the cup, cup in hand. Boom.
Amazon gets this too. You’re not loyal to Amazon because they send cute emails or drop heart emojis in their delivery alerts.
You’re loyal because they make shopping stupidly simple.
They didn’t earn your love. They became a habit.
The Data Backs It Up
According to PwC, over 80% of customers prioritize efficiency and ease over feeling connected to a brand.
That’s not a preference—it’s a demand. And it’s one you ignore at your own peril.
Friendly is nice. Fast is essential.
Connected is cute. Convenient is king.
Want Loyalty? Be Useful First, Memorable Later
If you want to earn loyalty, stop trying to make people like you.
Make yourself hard to live without. That’s how habits stick.
Let’s break this down:
Cue: Something triggers the need—maybe time of day, a problem, or a push notification.
Routine: The customer performs the behavior—visits your site, places an order, checks a delivery.
Reward: They get what they came for—fast resolution, a dopamine hit, a tangible benefit.
You want to be the go-to routine every time the cue hits. The solution they don’t have to think about. The muscle memory.
5 Steps to Make Your CX Habit-Forming
1. Identify the Habit Loop in Your Experience
Pick one high-frequency interaction. Then map it:
What’s the natural cue? Is the routine frictionless? Does the customer get a satisfying, repeatable reward?
2. Strip Out the Fake “Engagement”
Get rid of the scripted “We care so much” language. Replace it with clear, purposeful design. Don’t chat—guide.
3. Build Triggers That Feel Timely
Send smart nudges based on behavior, not your marketing calendar. A well-timed reminder beats a generic check-in every time.
4. Make Rewards Obvious and Satisfying
Gamify it. Visualize progress. Confirm completion. Customers need to feel that something worked.
5. Test, Track, Repeat
Behavioral change takes time. Track usage, return rates, drop-offs. Improve the loop. Then repeat.
This Isn’t About Ignoring Emotions
It’s about respecting them.
You respect your customer’s time.
You respect their attention.
And most of all—you respect their real reason for being there: to solve a problem, fast and pain-free.
That’s the emotional connection they actually want.
Final Thought
Your customer doesn’t need a hug.
They need a solution.
They’re not looking for a Valentine.
They’re looking for a plumber at 2am.
Be that plumber.
Show up. Fix it fast.
Be the one they remember—not because you smiled, but because you delivered.
Want to go deeper on building habit-forming customer flows? 👇👇👇
Catch a sneak peek of my upcoming book
The Psychology of CX 101
I’ve been building something I wish existed when I started in CX. And it’s almost ready to release.
It’s called The Psychology of CX 101: Why Your Customers Act the Way They Do—And What You Can Do About It.
Inside, you’ll find:
101 psychological principles you can apply directly to your customer experience
Real examples from brands you know
The behavioral science behind why customers really act the way they do
Clear, usable tactics to apply to your own journeys
Click below to sign up to be notified when the book is ready and get a peek at the first 10 principles
Let’s stop guessing. Let’s design for how people actually behave.
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👋 Please Reach Out
I created this newsletter to help customer-obsessed pros like you deliver exceptional experiences and tackle challenges head-on. But honestly? The best part is connecting with awesome, like-minded people—just like you! 😊
Here’s how you can get involved:
Got feedback? Tell me what’s working, what’s not, or what you’d love to see next.
Stuck on something? Whether it’s a CX challenge, strategy question, or team issue, hit me up—I’m here to help.
Just want to say hi? Seriously, don’t be shy. I’d love to connect, share ideas, or even swap success stories.
Your input keeps this newsletter fresh and valuable. Let’s start a conversation—email me, DM me, or comment anytime. Can’t wait to hear from you!
— Mark
www.marklevy.co
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Thanks for being here. I’ll see you next Tuesday at 8:15 am ET.
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