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)

Tahira Endean on Joy as a KPI (or why live events need to be more joyful)

What if joy became the most important metric when we organised events? Or, to put it another way, why are so many events uninspiring and not very joyful?Episode SummaryOn this episode, I’m joined by e...

6 Juli 20251h 2min

Claus Raasted on Getting Shit Done

Why is getting shit done so hard, and what can we do about it?Episode Summary Getting shit done isn’t just about motivation or tools, it’s about design. In this episode, I speak to Claus Raasted: cons...

29 Juni 20251h 10min

Katy Diggory on communicating across borders

What happens when a British communications expert takes her political instincts and corporate storytelling skills to Germany? 🎙️ Overview On this episode, I speak with Katy Diggory, who’s done exactl...

21 Juni 202553min

Kevin Evers on The Strategic Genius of Taylor Swift

What can a global pop icon teach us about business strategy? In the case of Taylor Swift, more than you might think.Episode SummaryOn this episode, I’m joined by Kevin Evers, senior editor at Harvard ...

14 Juni 20251h 8min

Juliet Rosenfeld on Affairs

Why do people have affairs? What lessons can we learn from infidelity?It's estimated that an affair will impact one in five of us, yet it tends to be a taboo subject. So, on this episode, I'm going t...

7 Juni 20251h 6min

Dr Chengwei Liu on Luck & Serendipity

Have you ever wondered how much of your success is down to luck? What if the world is far less fair and predictable than we’d like to think? On this episode, I explore the complex and fascinating role...

1 Juni 20251h 3min

Professor Magda Osman on Psychological Harm

What is psychological harm, and can we really regulate it? Should an AI-companion app be allowed to dump the person who is using it? 📝 Episode Summary On this episode, I’m joined once again by Profe...

24 Maj 20251h 2min

Sarah Ward on Chemistry, Committees & Cooking

What do chemistry, committees and cooking have in common? They’re all things which have formed part of the career of my guest on this episode. She’s Sarah Ward, owner of The Cookery Lab, a unique coo...

18 Maj 20251h 5min