How do Customers decide if their experience is good or bad?

by podcast on February 17, 2018

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.

podcastHow do Customers decide if their experience is good or bad?