One of the hardest parts of the work we do in customer success is, big surprise, dealing with customers. At times this is amazing and very rewarding. At other times it can be the worst. Many support agents and customer success managers end up spending a lot of time with unhappy customers. The day after day grind of work can leave you feeling like all of your customers hate you and your product is trash.
We tend to think of crowds of people in different ways. Crowdsourcing can be good, but the wisdom of crowds generally isn’t. The things that “everybody thinks” can be very wrong. Groups of individuals, on the other hand, can have a powerful influence. We read reviews because sometimes we can find someone like us who can tell us their experience with a product or a store. Professional critics can lead us to try food, listen to music, and read books that we might never otherwise have given a second look.
“Your personal experiences make up maybe 0.00000001% of what’s happened in the world but maybe 80% of how you think the world works… We’re all biased to our own personal history.” - Morgan Housel A huge challenge working in teams is overcoming bias. No matter who we are or what our background we have some bias. It’s hard to make good decisions when bias gets in the way. How can we recognize our own bias?