Comments on: Are you experienced? http://www.dancingmango.com/blog/2008/11/13/are-you-experienced/ It's all about the human experience Fri, 10 Sep 2010 09:20:39 +0000 http://wordpress.org/?v=2.9 hourly 1 By: Andrew http://www.dancingmango.com/blog/2008/11/13/are-you-experienced/comment-page-1/#comment-99484 Andrew Tue, 25 Nov 2008 14:11:38 +0000 http://www.dancingmango.com/blog/?p=409#comment-99484 Couldn't agree more. It's mind-boggling how much opinion comes into decision making and not enough understanding of the tasks that real customers are trying to complete or the contexts that could be driving their behaviour. I recall one example when I was working for a Bank developing a new online acquisition strategy for the wealth management team and asking the head of customer experience to walk us through how they engaged customers in the branches. Turns out he'd never been into a branch and been through the customer experience. Astounding and not isolated either. Andrew Couldn’t agree more. It’s mind-boggling how much opinion comes into decision making and not enough understanding of the tasks that real customers are trying to complete or the contexts that could be driving their behaviour.

I recall one example when I was working for a Bank developing a new online acquisition strategy for the wealth management team and asking the head of customer experience to walk us through how they engaged customers in the branches. Turns out he’d never been into a branch and been through the customer experience. Astounding and not isolated either.

Andrew

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