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Stop Asking Customers What They Want
Let’s challenge the traditional CX mantra of “listening to customers”, shall we? This article does just that, by showing why customers often can’t predict what they truly want. Drawing on insights from behavioral science, decision-making biases, and iconic business examples like Netflix, Apple, and Starbucks, this article explains why observing behavior, designing around human psychology, and testing new ideas drive innovation. CX professionals will learn practical tools to uncover unspoken needs and build loyalty beyond surveys.