This document discusses biases that can affect customer experience maps. It identifies several cognitive biases like confirmation bias, authority bias, and information bias that can skew how customer journey data is interpreted. The document also discusses biases in how user personas are named, how imagery and accessibility are portrayed, and how businesses may ignore outside ideas through "not invented here" bias. Finally, it notes that while biases can influence perspectives, they are not inherently bad if recognized.
Warning: Negative Online Reviews (Or Even A Lack of Reviews) Could Be Hurting Your Bottom Line! How to harness the power of positive reviews and protect your #1 asset - your reputation.
Warning: Negative Online Reviews (Or Even A Lack of Reviews) Could Be Hurting Your Bottom Line! How to harness the power of positive reviews and protect your #1 asset - your reputation.
Social Media & Hospitality Presentation for HSMAI OregonAndrew Grossman
Why is social media important for businesses and how can it be leveraged for the Hospitality industry? Answering all of these questions, including some easy tips to get started on improving social media today.
Originally developed and presented for Hospitality Sales and Marketing Association International's Oregon chapter.
Questions: AndrewGrossman@PathosNow.com
The talk is centered around the idea of community, and PP has one of the best communities we know. Its people are passionate, enthusiastic, loyal, and smart. But, there is a problem. We somehow feel, whether we like to admit it or not, that for our community, our language, to be great, it must be at the cost of another community or another language.
Using the philosophy of “Think Win-Win” from The 7 Habits of Highly Effective People, I will discuss how shift in attitude can means we can all promote our beloved language and promote others too, and still win.
Good morning snohomish county 2014 preso pdfRod Brooks
It all starts with a story! Today's most trusted marketing isn't delivered as you might expect. Today's best marketing are the stories that are shared between friends and neighbors. What are your stories? Who tells them on your behalf? Let's examine "why" stories really matter.
DiSC Personality Styles - Styles de personnalités DISCPatrick Barrabé® 😊
Le DISC est un outil d'évaluation psychologique déterminant le type psychologique d'un sujet, créé par Walter Clarke sur la base de la théorie DISC dans le livre Emotions of Normal People sorti en 1928 du psychologue William Moulton Marston. Cet acronyme reprend les quatre traits définis, la domination, l'influence, la stabilité et la conformité. Il sert comme outil dans les identifications des dominantes psychologiques des personnes dans un cadre professionnel. Selon Pierre Quettier[réf. nécessaire], le DISC est « un ensemble de dispositions communicationnelles mises en œuvre dans une intention de formation des personnes conjointement dans les dimensions psychologique, sociologique et culturelle ».
Learning to understand our fellow members and leaders is one of the best things we can do in Toastmasters to maintain club membership. This presentation speaks to one of the most effective ways to accomplish that goal. While this deck was prepared for Toastmasters, it may be applied in many other business and personal environments.
This deck was presented at the Toastmaster's District 45 Fall Conference on Prince Edward Island, Canada on October 25, 2014.
Since the presentation, I noticed that TM has updated the survey with 2014 data. It can be found here: http://bit.ly/1FwRRoE
Here's a way that companies can get on the road to profitable growth. It is based on a presentation I gave at UCI Applied Innovation on Feb 17 and it contains some good models and tools that StreetSavvy Business executives can use to drive success.
5 Steps to exceptional growth. Sell business outcomes not technology. Change is difficult, but not changing is fatal. Change before you have to change.
Building and Managing a Successful TeamPaul Mueller
This workshop discusses many aspects of leadership and management, from building a strong team through team/career and project management. In the beginning we discuss various leadership topics, such as team dynamics and decision types.
This is the persona presentation I gave at the 2012 UPA/UxPA conference in Las Vegas. There's a very similar version of the talk that I gave to the Boston UPA in 2011, which you can also find on slideshare, here:
http://www.slideshare.net/UPABoston/persona-development
Online Reputation Management by Sir Eric Seyram A.Eric Seyram A.
Statistics show that, when it comes time to spend money, consumers prefer to do business with a brand they not only know, but trust. That means the average person is perfectly willing to do his or her due diligence, researching different companies and finding the one they believe to be the most credible and authoritative in the industry.
The best way to grow your business is to establish yourself as the industry leader, edging out your competition and attracting the right kind of clientele. This is done through brand enhancement, which leverages the power of online marketing to ensure that when a consumer conducts a Web search for your company’s name, they find a brand they immediately feel they can trust.
Your reputation is everything. Online reputation management services are designed to go into the world of social media, find mentions of your brand and protect against negative brand associations.
In today's social world, managing your online reputation is more critical than ever, whether it's your company brand or yourself as a brand and one thing is certain: everyone needs a ORM plan. My presentation will show how to set up a system that works every day, helps forward your brand's online goals, and is able to deal with negative chatter. Covering every day listening and messaging as well as reputation management for special events or crises, walking target audience through step-by-step instructions and tips that will help them build and maintain a positive online presence.
Whether you're a business, a blogger, or even a movie or music star, online reputation management is an important part of your life. Thanks to the Internet and social media, it's easy for customers to disseminate information (good and bad) to an increasingly large audience. So, be prepared: Establish a response plan, and build a solid online foundation for your reputation. And, above all, when crises arise, take action quickly.
Key presentation contents
• Why do you need an online reputation?
• Who cares about your online reputation?
• How can a negative online reputation affect you?
• How do you assess your online reputation?
• Ways to Build Your Reputation
• How to undertake Online Reputation Monitoring
• Prevent Reputation Problems
• An overview of the ORM industry
• ORM Strategy development
• Software recommendations
• Link Development
• Search Engine Optimization
• SEO Audits
• Social Media integration
• Content Creation
V9 profile: 9 characters to Victory - the Mindset of Productivity increase – ...Tim Wade
{April 2011 update: Phone number is now: +65 8268 3670}
V9 is a profile tool developed by Tim Wade to raise individual self-awareness of their behaviour, mindset and character within particular life or business roles. Once a person is aware and understands where they are on the V9 model, they can begin to take steps to shift to more empowering and valuable character types and mindsets.
Tim Wade introduces the nine V9 profile characters and the 4 mindsets, and introduces core personality types and strengths and challenges faced by each.
Social Media & Hospitality Presentation for HSMAI OregonAndrew Grossman
Why is social media important for businesses and how can it be leveraged for the Hospitality industry? Answering all of these questions, including some easy tips to get started on improving social media today.
Originally developed and presented for Hospitality Sales and Marketing Association International's Oregon chapter.
Questions: AndrewGrossman@PathosNow.com
The talk is centered around the idea of community, and PP has one of the best communities we know. Its people are passionate, enthusiastic, loyal, and smart. But, there is a problem. We somehow feel, whether we like to admit it or not, that for our community, our language, to be great, it must be at the cost of another community or another language.
Using the philosophy of “Think Win-Win” from The 7 Habits of Highly Effective People, I will discuss how shift in attitude can means we can all promote our beloved language and promote others too, and still win.
Good morning snohomish county 2014 preso pdfRod Brooks
It all starts with a story! Today's most trusted marketing isn't delivered as you might expect. Today's best marketing are the stories that are shared between friends and neighbors. What are your stories? Who tells them on your behalf? Let's examine "why" stories really matter.
DiSC Personality Styles - Styles de personnalités DISCPatrick Barrabé® 😊
Le DISC est un outil d'évaluation psychologique déterminant le type psychologique d'un sujet, créé par Walter Clarke sur la base de la théorie DISC dans le livre Emotions of Normal People sorti en 1928 du psychologue William Moulton Marston. Cet acronyme reprend les quatre traits définis, la domination, l'influence, la stabilité et la conformité. Il sert comme outil dans les identifications des dominantes psychologiques des personnes dans un cadre professionnel. Selon Pierre Quettier[réf. nécessaire], le DISC est « un ensemble de dispositions communicationnelles mises en œuvre dans une intention de formation des personnes conjointement dans les dimensions psychologique, sociologique et culturelle ».
Learning to understand our fellow members and leaders is one of the best things we can do in Toastmasters to maintain club membership. This presentation speaks to one of the most effective ways to accomplish that goal. While this deck was prepared for Toastmasters, it may be applied in many other business and personal environments.
This deck was presented at the Toastmaster's District 45 Fall Conference on Prince Edward Island, Canada on October 25, 2014.
Since the presentation, I noticed that TM has updated the survey with 2014 data. It can be found here: http://bit.ly/1FwRRoE
Here's a way that companies can get on the road to profitable growth. It is based on a presentation I gave at UCI Applied Innovation on Feb 17 and it contains some good models and tools that StreetSavvy Business executives can use to drive success.
5 Steps to exceptional growth. Sell business outcomes not technology. Change is difficult, but not changing is fatal. Change before you have to change.
Building and Managing a Successful TeamPaul Mueller
This workshop discusses many aspects of leadership and management, from building a strong team through team/career and project management. In the beginning we discuss various leadership topics, such as team dynamics and decision types.
This is the persona presentation I gave at the 2012 UPA/UxPA conference in Las Vegas. There's a very similar version of the talk that I gave to the Boston UPA in 2011, which you can also find on slideshare, here:
http://www.slideshare.net/UPABoston/persona-development
Online Reputation Management by Sir Eric Seyram A.Eric Seyram A.
Statistics show that, when it comes time to spend money, consumers prefer to do business with a brand they not only know, but trust. That means the average person is perfectly willing to do his or her due diligence, researching different companies and finding the one they believe to be the most credible and authoritative in the industry.
The best way to grow your business is to establish yourself as the industry leader, edging out your competition and attracting the right kind of clientele. This is done through brand enhancement, which leverages the power of online marketing to ensure that when a consumer conducts a Web search for your company’s name, they find a brand they immediately feel they can trust.
Your reputation is everything. Online reputation management services are designed to go into the world of social media, find mentions of your brand and protect against negative brand associations.
In today's social world, managing your online reputation is more critical than ever, whether it's your company brand or yourself as a brand and one thing is certain: everyone needs a ORM plan. My presentation will show how to set up a system that works every day, helps forward your brand's online goals, and is able to deal with negative chatter. Covering every day listening and messaging as well as reputation management for special events or crises, walking target audience through step-by-step instructions and tips that will help them build and maintain a positive online presence.
Whether you're a business, a blogger, or even a movie or music star, online reputation management is an important part of your life. Thanks to the Internet and social media, it's easy for customers to disseminate information (good and bad) to an increasingly large audience. So, be prepared: Establish a response plan, and build a solid online foundation for your reputation. And, above all, when crises arise, take action quickly.
Key presentation contents
• Why do you need an online reputation?
• Who cares about your online reputation?
• How can a negative online reputation affect you?
• How do you assess your online reputation?
• Ways to Build Your Reputation
• How to undertake Online Reputation Monitoring
• Prevent Reputation Problems
• An overview of the ORM industry
• ORM Strategy development
• Software recommendations
• Link Development
• Search Engine Optimization
• SEO Audits
• Social Media integration
• Content Creation
V9 profile: 9 characters to Victory - the Mindset of Productivity increase – ...Tim Wade
{April 2011 update: Phone number is now: +65 8268 3670}
V9 is a profile tool developed by Tim Wade to raise individual self-awareness of their behaviour, mindset and character within particular life or business roles. Once a person is aware and understands where they are on the V9 model, they can begin to take steps to shift to more empowering and valuable character types and mindsets.
Tim Wade introduces the nine V9 profile characters and the 4 mindsets, and introduces core personality types and strengths and challenges faced by each.
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http://sandymillin.wordpress.com/iateflwebinar2024
Published classroom materials form the basis of syllabuses, drive teacher professional development, and have a potentially huge influence on learners, teachers and education systems. All teachers also create their own materials, whether a few sentences on a blackboard, a highly-structured fully-realised online course, or anything in between. Despite this, the knowledge and skills needed to create effective language learning materials are rarely part of teacher training, and are mostly learnt by trial and error.
Knowledge and skills frameworks, generally called competency frameworks, for ELT teachers, trainers and managers have existed for a few years now. However, until I created one for my MA dissertation, there wasn’t one drawing together what we need to know and do to be able to effectively produce language learning materials.
This webinar will introduce you to my framework, highlighting the key competencies I identified from my research. It will also show how anybody involved in language teaching (any language, not just English!), teacher training, managing schools or developing language learning materials can benefit from using the framework.
Welcome to TechSoup New Member Orientation and Q&A (May 2024).pdfTechSoup
In this webinar you will learn how your organization can access TechSoup's wide variety of product discount and donation programs. From hardware to software, we'll give you a tour of the tools available to help your nonprofit with productivity, collaboration, financial management, donor tracking, security, and more.
The Art Pastor's Guide to Sabbath | Steve ThomasonSteve Thomason
What is the purpose of the Sabbath Law in the Torah. It is interesting to compare how the context of the law shifts from Exodus to Deuteronomy. Who gets to rest, and why?
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An EFL lesson about the current events in Palestine. It is intended to be for intermediate students who wish to increase their listening skills through a short lesson in power point.
4. Team 5: Liam Keller, Jayda Davis, Xintong Li, Iain Sunday
Customer Experience/
Journey Map
Tells the story of a customers experience by identifying key
interactions
https://business.linkedin.com/marketing-solutions/blog/sales-and-marketing/2018/customer-journey-map-definition-benefits-examples
Awareness
&
Research
Consider
ation
Proposal
Implemen
tation
Purchase Bonding
1 21 3 4 5 6
5. Team 5: Liam Keller, Jayda Davis, Xintong Li, Iain Sunday
Confirmation Bias
Seeking information that
confirms rather than
contradicts our views
6. Team 5: Liam Keller, Jayda Davis, Xintong Li, Iain Sunday
Authority Bias
Tendency to attribute
greater accuracy to the
opinion of an authority figure
7. ● Tendency to seek
information even when it
cannot affect action
● Always on the lookout
for more data
Team 5: Liam Keller, Jayda Davis, Xintong Li, Iain Sunday
Information Bias
https://www.b2bmarketing.net/en/resources/blog/10-behavioural-biases-mess-your-customer-journey-mapping
8. Team 5: Liam Keller, Jayda Davis, Xintong Li, Iain Sunday
Bandwagon Effect
● People will often
imitate each other to
try fit in rather than
seem different.
● This can skew data
when trying to create a
customer journey map
9. Team 5: Liam Keller, Jayda Davis, Xintong Li, Iain Sunday
Not Invented Here Bias
● The inclination to not
look a ideas created
outside of a group
● Businesses may be
wary of outside options
that may be better than
their own
10. Team 5: Liam Keller, Jayda Davis, Xintong Li, Iain Sunday
Naming Convention Bias
● Names are often given
to stereotypical
personalities which
can affect how people
are perceived if they
are referred to by
these names
11. ● Choice of what
images to use or not
use to represent a
story and shape
viewers opinions
● Even the filter can
evoke certain
emotions and bias
Team 5: Liam Keller, Jayda Davis, Xintong Li, Iain Sunday
Imagery Bias
https://www.bentley.edu/centers/user-experience-center/beware-persona-bias
12. Team 5: Liam Keller, Jayda Davis, Xintong Li, Iain Sunday
Accessibility Bias
Without firsthand experience
with a disability, many
people may not take
disabilities into account
when thinking about target
users.
13. Team 5: Liam Keller, Jayda Davis, Xintong Li, Iain Sunday
Bias Aren’t Necessarily Bad
https://film-grab.com/2013/03/03/manhattan/#bwg1141/70756
14. Team 5: Liam Keller, Jayda Davis, Xintong Li, Iain Sunday
Thank You
Editor's Notes
Our topic was all about being critical of bias in customer experience maps. We used several sources, including B2B marketing, Bentley University, Vision Critical, as well as several others.
A bias is a tendency, inclination, or prejudice toward or against something or someone. Bias is often characterized as stereotypes about people based on the group to which they belong and/or based on a physical characteristic they possess, such as their sexuality or race. These bias are negative, so keeping them in mind during customer experience map is helpful.
A customer experience journey map is a good way to visualize how a customer views/interacts with a business/product, and can help better deliver on their expectations
Biases need to be taken into account when making a customer experience journey map so the map is not skewed
Constantly challenge yourself and the group by asking what are reasons our assumptions can be wrong. By acknowledging your assumptions, you can think past them and avoid just confirming your existing individual beliefs.
To avoid this bias, you must create conditions and situations where everyone of all power can meaninfgully contribute. When all voices are heard, no ideas are lost because of a in-balance of power.
Be aware of how much data you are using. Adding limitations on your research phase, and focusing on relvant information, allows you to avoid distraction by interesting but useless data.
If people seem to be agreeing with each other to just fit in and avoid conflict, bring it up to the group/team to eliminate it before making/while making a customer experience map
Businesses may not want to use outside ideas or outside products - part of an in-group
Remember to show how you plan to use outside research and explain its value to help people buy into it and reduce any friction as the project goes on
If names to characterize a group are going to be used, make sure they are not too specific in terms of gender, age, etc. It should strike a balance between being generic and unique.
“Busy Betty” is bad example, as it suggests older women when a name should instead be generic enough to refer to a larger group of people
Use images with minimal detail to best mitigate unintended connections.
Try an action image over a stationary headshot for stronger, emphasized attributes.
Black and white images can minimize the potential influence of race and culture.
The more abstraction, the better. An abstract visual can feel more universal and inclusive (just be careful of over-generalizing).
When creators design things and personas, they need to think about people with disabilities at the forefront rather than as an afterthought. They need to keep in mind users abilities throughout the whole user experience process
Bias isn’t inherently bad. Understanding them allows you to better understand how customers think, allowing for a more accurate representation of a customer’s journey when making decisions. Ignore bias motivated by hate or hostility. Remember that it’s not just about checking boxes off this list. It’s about knowing your users, understanding what their challenges and accessibility are, and adjusting your research and design accordingly.
Whether it is keeping in mind how somebody with bad vision will interact with your site, or how somebody will view your black and white image compared to if was in color, to know your customer, you most understand their biases.
Bias isn’t inherently bad. Understanding them allows you to better understand how customers think, allowing for a more accurate representation of a customer’s journey when making decisions. Ignore bias motivated by hate or hostility. Remember that it’s not just about checking boxes off this list. It’s about knowing your users, understanding what their challenges and accessibility are, and adjusting your research and design accordingly.
Whether it is keeping in mind how somebody with bad vision will interact with your sight, or how somebody
