Want to create an interactive transcript for this episode?
Podcast: The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
Episode: How do Customers decide is their experience is good or bad?
Description: Colin Shaw and Professor Ryan Hamilton discuss why Customers need 'Reference Points'. This is part one of a fundamental behavioral economics theory called Prospect Theory – It looks at how human decision making is effected by a reference point that a Customer uses to evaluate a Customer Experience and what you should do about it.