Customer Experience Podcast

The Intuitive Customer

Home 5 The Intuitive Customer Podcast - CX Podcasts 5 How do Customers decide if their experience is good or bad?
How do Customers decide if their experience is good or bad?
Home 5 The Intuitive Customer Podcast - CX Podcasts 5 How do Customers decide if their experience is good or bad?
How do Customers decide if their experience is good or bad?

Colin Shaw and Professor Ryan Hamilton discuss why Customers need ‘Reference Points’. This is part one of a fundamental behavioral economics theory called Prospect Theory ? It looks at how human decision making is effected by a reference point that a Customer uses to evaluate a Customer Experience and what you should do about it.