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)

Dr Gia Nardini on how Social Movements succeed

What makes some social movements successful and others not? That's what my guest on this episode Dr Gia Nardini, an Assistant Professor at Denver University, set out to find out when she examined the...

16 Apr 20211h 1min

Araminta Naylor & Dr Nick Hobson on Mitigating Human Risk in Applied Behavioural Science

How can we mitigate human risk in a profession to ensure that practitioners engage in ethical practice and customers can rely on the people they engage? It's a challenge facing many new digital indust...

13 Apr 202156min

Eliot Wilson on decision-making in politics

When it comes to decision-making, there are few roles that have as much impact on everyone's lives as those taken by politicians. But what is it about politics, that brings out human risk? On this epi...

4 Apr 20211h

Tim Harford on using data to make smarter decisions

How can we be smarter about interpreting the data that is presented to us? On a daily basis, we’re bombarded with information — some of it well-intentioned, some of it deliberately misleading. Whet...

31 Mar 202153min

Professor Barbara Casu on how gender diversity on Boards can reduce misconduct

Can gender diversity on Boards reduce misconduct? That's what my guest on this episode, Barbara Casu of The Business School in London, explored in recent research into the banking sector. Barbara is ...

26 Mar 20211h 2min

Maarten Hoekstra on Ethics: 'Making the Good doable'

How can we make it easier for people to do the right thing? My guest on this episode, Maarten Hoekstra, is fascinated by this challenge of "making the good, doable". Maarten is Co-Chair of the Behavio...

20 Mar 202154min

Kelly Paxton on Pink Collar Crime under COVID

How has COVID facilitated Pink Collar Crime? That's what my guest on this episode, Kelly Paxton, is here to explain. This is her second appearance on the show (you'll find the first here 👉https://ww...

14 Mar 20211h 7min

Evelyn Gosnell & Lindsay Juarez on reducing the spread of misinformation on social media

What can we do to reduce the spread of misinformation on social media?That was the challenge facing my guests on this episode and, having succeeded, they came onto the show to talk about what they'd l...

7 Mar 202155min