Stated Preferences or Revealed Preferences? Which Should You Honor To Create The Best CX?

10/19/23 • 4 min

Stated preferences or revealed preferences? Which should you honor? It's complicated, but in this mini episode of the podcast, I offer my suggestion on how to strike the right balance.

Find me on LinkedIn

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

Hosted on Acast. See acast.com/privacy for more information.

Stated preferences or revealed preferences? Which should you honor? It's complicated, but in this mini episode of the podcast, I offer my suggestion on how to strike the right balance.

Find me on LinkedIn

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

Hosted on Acast. See acast.com/privacy for more information.

Previous Episode

Ep. 11 Delivering And Meauring Humanity In CX

Zanna van der Aa is back for Part 2. She talks us through the importance of humanity to great customer experience, how to bring the human touch to digital experiences, how to measure humanity in a customer experience, why that human touch makes employee experience and company culture better, and why NPS is overrated.

It's an action-packed episode!

Zanna's website

Zanna van der Aa on LinkedIn

Find me on LinkedIn

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

Hosted on Acast. See acast.com/privacy for more information.

Next Episode

Ep. 12 Creating An Informed CX Strategy With Mark Levy

Great conversation with Mark Levy this week about best practices for getting a CX team, program or transformation off the ground. Mark shares his 4 priorities at the start of a CX transformation, and how he determines when it's time to move from listening to action.

Mark on LinkedIn

Sign up for Mark's DCX Newsletter

DCX Accountability Coaching - 1:1 coaching for customer-obsessed business leaders to unleash their full potential

365 Days of Accountability – Inspiration and motivation on your journey to success

Find Sam on LinkedIn

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.

Hosted on Acast. See acast.com/privacy for more information.