21/12/2023
Thank you for your words of wisdom below Katie โค๏ธ Happy Christmas โค๏ธ
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"Beliefs come from two sources: Experience "Beliefs come from two sources: Experience and expectation"
This is an observation that I read from 'How to argue with a cat' by Jay Heinrichs, in a chapter focused on logical arguments. Whilst this statement rang true to Jay's point, I couldn't pull away from how applicable this is to the world of Customer Experience.
I often talk about how important perception is to customer experience as ultimately an experience is created from perception, and brands can influence that.
Beliefs (Perceptions) often come from our own experiences, both positive and negative, as well as from our expectations of how things should be. For example, if you had a good experience with a restaurant, you might expect that the next visit to the same restaurant will be just as good. This is great for the restaurant as you will most likely return and perhaps you might even rave about them on social media. On the other hand, if you had a bad experience with a particular restaurant, you may expect that bad experience will likely happen again and thus decide to never return and share your tale of woe with anyone who might listen.
It's fascinating to see how our beliefs are so strongly shaped by our experiences and expectations. But it shouldn't end with fascination, businesses need to design their products and services with this understanding at the front and centre.
Happy CX-ing,
Katie
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