Recency Bias: You get off the phone with a customer, and you believe their problems are the most pressing, even if earlier customer calls were the real mess. How to prevent this?
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Alex Kohlhofer is the Design Director for CloudBees today, but we spoke when he was Director of Product at UserVoice: “For me this is one of the biggest challenges. We empower our teams to gather the data to back up their requests. When I roll off a call with a customer and I think we need to do something, my team is empowered to say, ‘show me the money.’”
How do you beat Recency Bias? Tell me a story.