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JC Quintana

๐Ÿ‘ค Speaker
597 total appearances

Appearances Over Time

Podcast Appearances

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

And we can't go into a conversation saying,

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

I brought it up already during our conversation, which is social exchange.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

Some psychologists call it independent theory, but it's really social exchange theory.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

And it's the idea that every social exchange requires an understanding of value and cost, almost like a scale.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

And the reason why I wish that we all knew it and that I knew it earlier in business and every business would understand it is because

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

we tend to be very non-reciprocal, non-equitable in our interactions with people, right?

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

I don't want to use the word selfish, but a lot of times- That's what we are.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

That's what it is.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

We are very selfish.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

We think rewards, costs, me.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

Yeah.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

I want, me want reward.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

And we don't say, by the way, Lacey, let's talk about you.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

What value do you expect?

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

What does that look like?

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

And let's kind of walk through those conversations that help me understand the level of

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

of effort, all the costs, the amount of money, the level of effort, the amount of time that adds or subtracts from that value equation that's in your head.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

It's got to be mutual.

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

It's got to be a dialogue, right?

Experts of Experience
The Real Reason Your Customer Experience Is Broken (And It's Not What You Think)

Not a monologue, not a diatron.