We live in the age of information: much of it untrue!


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We live in an age of information. But it is an imperfect age, with some of the data, but not all of it. We run the risk of taking part of the picture and seeing it as all of it.

People lie to themselves all the time. They see the person they want to be, not the person they are. They think the product they’ve just purchased is wonderful, until familiarity sets in and something new comes along.

All of the measures of customer satisfaction I have ever encountered measure what people think they think, not what they actually do.

They may think MacDonalds are rubbish. But when they’re in a hurry and hungry, they buy them. Lots of them. But if you ask them they say – “Oh we never buy there, they’re rubbish.”

Or they may say “The iPhone is wonderful”. But when faced with £50/mth for the iPhone and £35 for the Samsung they buy the Samsung.

Don’t trust what people say. Because they’re often lying to themselves, never mind to you.

Republished with author's permission from original post.

Guy Arnold
Guy is the author of 'Great or Poor' (www.greatorpoor.com ) … a simple and effective system for delivery of consistent and continually improving customer experiences, 'Go the Extra Inch' the effective way to empower your people, and 'Sales through Service' (www.salesthroughservice.com ) how to sell more through repeat business, referrals, round sales and reputation (the 4 R's). Guy helps Organisations large and small to systematically make more sales for lower costs, through 4 simple principles.


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