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

The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
17/02/2018 32 min Episodio 9
How do Customers decide if their experience is good or bad?

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Episode Synopsis

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.

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