The Human Risk Podcast26 Mar 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/

Denne episoden er hentet fra en åpen RSS-feed og er ikke publisert av Podme. Den kan derfor inneholde annonser.

Episoder(368)

Kristina Stiles on Burn Prevention

Why did an advertisement for coffee prompt a nurse to contact the company to ask them to withdraw it? The answer is that the nurse in question has 20 years experience in burn care, and the advertiseme...

5 Mai 20231h 7min

Jenny-Joy Kreindl on Leadership Communication

What’s the difference between a leader that communicates well and one that doesn’t?We’ve all seen examples of leaders who are terrible at communicating — whether it’s politicians that can’t find the r...

29 Apr 20231h 7min

Dr Kirsty Sedgman on Being Unreasonable

What do we mean when we say that someone is being unreasonable? On the face of it, the person we're describing has either broken a rule or a social norm. But what are we basing that on?My guest Dr Kir...

22 Apr 20231h 3min

Professor Magda Osman on Misinformation

Why might seeking to ban misinformation, be a bad idea? On this episode, I’m returning to a subject I’ve looked at before, with a guest I’ve spoken to before!She’s Professor Magda Osman — if you’ve no...

16 Apr 20231h 3min

Dr Siegfried Hoenle on Positive Leadership

In times of uncertainty and change, what do we need from leaders? On this episode, I'm sepaking to Dr Siegfried Hoenle, a leadership expert whose approach to leadership is relentlessly positive.Siegfr...

2 Apr 20231h 12min

Professor Magda Osman on Compliance, Coercion & Competence

What do Compliance, Coercion and Competence have to do with each other? They’re all subjects I talk about with my guest Professor Magda Osman who manages to weave all three topics together.Compliance ...

24 Mar 20231h 3min

Chris Houghton on Circularity

What is circularity, and why does it matter? As we seek to manage the climate emergency, companies are being challenged to play their part in being more sustainable. Which is where the concept of circ...

14 Mar 202349min

Nick Chatrath on AI & Leadership

As we enter the Age of Artificial Intelligence, what role will humans play? On this episode, I'm speaking to leadership expert and coach Nick Chatrath. He's a former colleague of mine and the author o...

3 Mar 202354min