Speakers: Edward Lopez
Recorded Date: Tuesday, May 22, 2012
Duration: 49 Minutes
Humans are complex. We make decisions every day that are shaped by interactions with people, places and other influences along our way. Many executives recognize that conducting customer research can help them address the “customer experience flat line”--the place where there is nothing special about the experience they provide their customers, or where no matter how many surveys or projects they do, they cannot seem to move their performance scores. Unfortunately, not all types of research can solve customer experience problems. Other research techniques emphasize stated importance based on the recollection of past experiences. Unfortunately, humans don’t easily describe the real and often even subconscious reasons they make decisions. We need new tools!