The Human Risk Podcast26 Mars 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/

Det här avsnittet är hämtat från ett öppet RSS-flöde och publiceras inte av Podme. Det kan innehålla reklam.

Avsnitt(368)

Ella Jenkins & Pete Dyson on Why Do Cyclists Run Red Lights?

Why do cyclists in London run red lights? It's against the law, and yet, if you've cycled, driven or just observed London's cyclists, you'll know that many of them don't stop when there's a red light....

31 Aug 202554min

Dr Nuno Reis on Rare Dots

What if the ideas that linger in the back of your mind — the ones you can’t quite explain — are the ones you most need to pay attention to?Episode SummaryIn this episode, I explore that question with ...

24 Aug 20251h 7min

Professor Christian van Nieuwberg on Radical Listening

Is listening a hidden superpower we’ve overlooked? You've heard of Active Listening, but what is Radical Listening and why does it matter?Episode SummaryOn this episode, I’m joined by Professor Chris...

17 Aug 20251h 9min

Dr Sunita Sah on Defiance - how to speak up when it matters

Why do we follow orders or go along with things that feel wrong? Why might defiance be better than compliance? And how can we go about becoming more defiant?Episode SummaryI’ve always been fascinated ...

9 Aug 20251h 2min

Dr Libby Maman on Measuring and (Re-)building Trust

What happens when citizens lose faith in the institutions that serve them? And how can we rebuild that trust?Episode SummaryOn this episode, I'm speaking to someone who cares passionately about this s...

2 Aug 20251h

Iain Morrison on When The Show Mustn't Go On

We’ve all heard the phrase ‘the show must go on’. But when shouldn’t the show go on? To help me answer that, I’m speaking to someone who has spent 35 years managing some of Australia’s most iconic l...

26 Juli 20251h 5min

Zsike Peter on Thinkbait

What if the real risk of AI isn’t job loss but brain atrophy?Episode SummaryIf you've spent any time on social media recently, you'll be familiar with the flood of low-quality AI-generated sludge. And...

19 Juli 20251h 9min

Dr Kiran Bhatti & Professor Thomas Roulet on Wellbeing Intelligence

What if we treated mental health like a capability instead of a crisis? On this episode, I'm talking to a business school professor and a counselling psychologist about their new book that looks at pr...

12 Juli 20251h 2min