The Human Risk Podcast26 Maalis 2022

Michael Bartlett on Dark Patterns

Ever had a terrible customer experience? Of course, you have. They’re very common. But why? My guest Michael Bartlett has just written a book on the dark side of customer experience - in other words, the processes that companies engage in that irritate the hell out of us.

The purpose of Michael’s book isn’t — you’ll be pleased to hear – to help companies make their processes more irritating. Rather it's to help them identify when they might inadvertently do things that will turn otherwise loyal customers into people haters. Not only does he shine a light on practices that make this happen, but he also proposes some solutions for how to avoid them happening in the first place.

Even if you’re not in the business of managing frontline customer services, what Michael highlights is of interest, because it can help you to understand why certain things are really irritating. And, if you work in a function like Compliance, Ethics, Information Security or HR that designs processes for employees, then what applies in a customer service context, also applies in your world.

You can connect with Michael here:https://www.linkedin.com/in/michaelbartlettccxp/

You’ll find Michael’s book The Dark Side of CX here: https://www.amazon.com/Dark-Side-CX-patterns-customers-ebook/dp/B09T2B9LR9

In our discussion, we explore:
The ADKAR change management model https://www.knowledgetrain.co.uk/change-management/change-management-courses/change-management-models/adkar

Jeanne Bliss on Chief Customer Officer 2.0m - https://www.wiley.com/en-gb/Chief+Customer+Officer+2+0%3A+How+to+Build+Your+Customer+Driven+Growth+Engine-p-9781119047643

Joe Wheeler on Managing the Customer Experience: Turning Customers Into Advocates: https://www.pearson.com/uk/educators/higher-education-educators/program/Smith-Managing-the-Customer-Experience-Turning-customers-into-advocates/PGM571623.htm

To hear the podcast episodes I mention featuring:
(i) Roger Dooley on Friction - https://www.humanriskpodcast.com/dr-roger-dooley-on-friction/

(ii) Professor Camilla Andersen on Comic Book Contracts - https://www.humanriskpodcast.com/professor-camilla-andersen-on-comicbook-contracts/

Tämä jakso on lisätty Podme-palveluun avoimen RSS-syötteen kautta eikä se ole Podmen omaa tuotantoa. Siksi jakso saattaa sisältää mainontaa.

Jaksot(368)

Professor Elizabeth Sheedy on Biases, Blindspots & Bonuses

What causes human risk in companies, particularly at senior levels? That's what my guest on this episode, Professor Elizabeth Sheedy, has been exploring in her research. And she's just published a n...

7 Elo 20211h 2min

Gareth Lock on Human Risk in Diving

How do human factors influence an inherently risky activity like scuba diving?That’s what my guest on this episode, Gareth Lock explores in his work as the founder of The Human Diver — a company that ...

2 Elo 20211h

Professor Olivier Sibony on Noise

Why might judges in the same Court give vastly different sentences for the same crime? The answer is noise. When experts who assess the same situation come to very different conclusions for no good r...

27 Heinä 20211h 11min

Richard Fenning on Tales from the Risk Business

How can we manage risk in an increasingly complex world?My guest on this episode, Richard Fenning, has spent three decades advising multinational companies on geopolitics and security crises. He’s bee...

20 Heinä 20211h 1min

Dr Nick Morgan on connecting in a virtual world

How can we make better connections when we're on virtual calls and webinars? My guest on this episode, Dr Nick Morgan is a speaking coach and writer who helps people to find their voice in a physical...

16 Heinä 20211h 3min

Lasse Frost & Jakob Danelund on Gamification & Storytelling

If we want to mitigate human risk, we need to engage the humans that might crystallise it. But how can we do that effectively?My guests, Lasse Frost and Jacob Danelund have been working on this chall...

7 Heinä 20211h 20min

Professors Benjamin van Rooij & Danny Sokol on Compliance 2.0

What does the word 'compliance' mean? On the face of it, we've all had experience of it under COVID as governments have introduced rules to influence our behaviour to stop the spread of the virus. But...

2 Heinä 202154min

Lisa Richardson on the Psychology of Peloton

Why is Peloton - a company that sells bikes that allow you to take on-demand and live classes at home - so successful? With a Net Promoter Score of 94 (that's 94% of customers who would recommend it ...

27 Kesä 20211h 3min