Jun 25, 2022
Breakthrough thinking: Why do we believe things that are not true?
There was a car brand several decades ago in the UK called ŠKODA. It was a terrible car, much like Yugo was in the US. However, they have changed their image and today, my son wants to buy one. I told him the jokes we all used to have about ŠKODA and their low-quality construction (What do a ŠKODA and a baby have in common? They never go anywhere without a rattle.)
My son doesn’t care. His perception is that they are a great car company. Mine hasn’t changed.
Now, I know my son better than anyone, except maybe his wife and mother. I know he is sensible and good with his money. He’s no Wally. If he decides to do something, he bloody well knows why (he gets that from me). Nevertheless, his opinion that the company is better now has done nothing to change my mind.
In this episode we are exploring why we believe things that are not true, even when faced with facts. Psychologically, there are a lot of reasons we do this. We also talk about how you can overcome a bad reputation and change customers perceptions of you with your customer strategy. Spoiler alert: It doesn’t happen fast.
Key Ideas to Improve your Customer Experience
There are a few reasons why we won’t change our minds even when the facts tell us we should. Some are psychological; some are social. However, they are all at work in this critical customer strategy concept.
Here are a few key moments in the discussion:
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Customer Experience Information & Resources
LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter.
Click here to learn more about Professor Ryan Hamilton of Emory University.
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