• Optimizing the Customer Experience: Insights from Psychological Decision Making with Colin Shaw [Decision Making]

  • Jan 25 2023
  • Duración: 42 m
  • Podcast

Optimizing the Customer Experience: Insights from Psychological Decision Making with Colin Shaw [Decision Making] Por arte de portada

Optimizing the Customer Experience: Insights from Psychological Decision Making with Colin Shaw [Decision Making]

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  • Optimizing the Customer Experience: Insights from Psychological Decision Making with Colin Shaw Colin Shaw, the speaker, has been researching the question of human decision-making for the past 10 years. He states that despite our belief that we are logical animals, human beings make strange decisions and are influenced by various factors. This applies in the customer experience space, whether in the B2B or B2C marketplace. Shaw mentions that there are many topics covered in the podcast, but mentions one specific topic of the difference between intuitive and rational thinking. He mentions Professor Daniel Kahneman, who won the Nobel Prize for behavioral economics, and gives the example of deciding whether to eat a bar of chocolate as an example of intuitive and rational thinking. The intuitive part of the brain is the impulse part, which makes quick decisions, and the rational part is when people think about a decision before making it. Colin Shaw and Nick Glimsdahl discuss how people process and act upon information Colin states that processing information is automatic in the sense of the intuitive, while the rational process requires physical effort Examples are given such as learning to type, where initially it was a conscious effort but eventually became an intuitive act, and driving home, where one may not remember the act of driving, but their intuitive system drove them home Nick agrees and adds that many people have experienced taking the wrong exit while driving due to their intuitive system The concept of the intuitive system being in control during certain actions, such as driving, is discussed and considered as fascinating and potentially concerning. ABOUT NICK GLIMSDAHL Subscribe to my bi-monthly newsletter Find Press 1 For Nick on YouTube Find me on Twitter Find me on LinkedIn LISTENER SUPPORT Purchase Nick’s books: Reasons NOT to Focus on Employee Experience: A Comprehensive Guide Apparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A Coffee BOOK RECOMMENDATIONS: Learn about all the guests' book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY: VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES: Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/
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