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.
Customer Experience Podcast
The Intuitive Customer
How do Customers decide if their experience is good or bad?
How do Customers decide if their experience is good or bad?
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