I reserved a flight by calling Delta recently, and this was
one of the few times I stuck around to take a survey. What intrigued me from
the beginning was that the integrated voice recording (IVR) told me I would be
invited to take a 1-question survey after speaking with the customer service representative
Maybe because I have an interest in customer success, customer
experience, IVR systems, etc., but the 1-question survey had me thinking.
What kind of question would’ve been
enough for Delta to know how my experience went? Are there enough takers where
Delta could ask several one-question surveys to get a good feel of how I
would’ve answered to other questions (they knew me given my SkyMiles number)?
First, I want to share a little detail of what I was
reserving because the complexity had me calling in. I was traveling outside of the country with a
single stop each way.I wanted to use an “open ticket” from an earlier
cancelled flight due to medical reasons. This meant the CSR h…
I stumbled on this cartoon recently that I thought was funny and relevant to perspective bias.
If you don’t see why this is funny, maybe we appreciate
different types of jokes. Otherwise, it’s about the rhino painter’s distorted
view of the world – always obstructed by her horn in front of her eyes. It’s
omnipresent in all of her paintings.
The relevance on bias, then, is about our biases to things
without knowing we have biases. This is touched on my current read Thinking
Fast and Slow and a recent read The Mom Test. Many folks are quick
to see the world in their own perspective only, and they are less perceptive to
This happens to me, too. I can be at fault of dismissing
other ideas quickly, choosing to listen to what I am thinking. It can get me in
trouble. In more specific cases, I can dismiss a colleague’s effective,
authentic language style in prospecting, choosing to adopt my more structured,
market-y messaging. Then, we find my colleague’s method is 3 times m…