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Showing posts from March, 2018

Which came first – CAC or ASP?

Would You Hire Her?

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 (CSR).

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…

A Rhino’s Horn and The Lesson of Perspective Bias

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 differing views.
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…

Book Review: Scary Close by Donald Miller