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Be Better by Being Wrong!
I don’t know anyone who would want to be wrong. Our culture is wired with a deep, primal need to always be right, which leads us to deceive ourselves into believing we actually are always right, which again leads us to believe that everyone else is wrong. (Wait… WHAT??!?) Normally, one would think this is [...]
Posted: February 23rd, 2009 under Behavioral Research, Customer Experience, Customer Retention, Ramblings, Standing Out.
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Don’t Try to Guess Customer Behavior (or… Customer Experience, Gunslinger Style)
It’s interesting how you can find Customer Experience wisdom in the strangest places. The message I got for this post came in fact from a novel I was reading yesterday (The Dark Tower III, by Stephen King). In it, two of the main characters were discussing odd human reactions to certain situations when making decisions. [...]
Posted: February 13th, 2009 under Behavioral Research, Call-Center, Customer Experience, Customer Retention, Ramblings, Standing Out, Usability.
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