Optimizing the Customer Experience: Insights from Psychological Decision Making with Colin Shaw [Decision Making]

<p>Optimizing the Customer Experience: Insights from Psychological Decision Making with Colin Shaw<br>Colin Shaw, the speaker, has been researching the question of human decision-making for the past 10 years.<br>He states that despite our belief that we are logical animals, human beings make strange decisions and are influenced by various factors.<br>This applies in the customer experience space, whether in the B2B or B2C marketplace.<br>Shaw mentions that there are many topics covered in the podcast, but mentions one specific topic of the difference between intuitive and rational thinking.<br>He mentions Professor Daniel Kahneman, who won the Nobel Prize for behavioral economics, and gives the example of deciding whether to eat a bar of chocolate as an example of intuitive and rational thinking.<br>The intuitive part of the brain is the impulse part, which makes quick decisions, and the rational part is when people think about a decision before making it.<br>Colin Shaw and Nick Glimsdahl discuss how people process and act upon information<br>Colin states that processing information is automatic in the sense of the intuitive, while the rational process requires physical effort<br>Examples are given such as learning to type, where initially it was a conscious effort but eventually became an intuitive act, and driving home, where one may not remember the act of driving, but their intuitive system drove them home<br>Nick agrees and adds that many people have experienced taking the wrong exit while driving due to their intuitive system<br>The concept of the intuitive system being in control during certain actions, such as driving, is discussed and considered as fascinating and potentially concerning.</p><p>ABOUT NICK GLIMSDAHL<br>Subscribe to my bi-monthly newsletter<br>Find Press 1 For Nick on YouTube<br>Find me on Twitter<br>Find me on LinkedIn</p><p><br>LISTENER SUPPORT<br>Purchase Nick’s books: <br>Reasons NOT to Focus on Employee Experience: A Comprehensive Guide<br>Apparel: https://www.teepublic.com/us