Most complaints are compound failures
Think about the last time you actually made a complaint with a company. Why did you complain? Chances are – it wasn’t because of a single failure.
Answering the Wrong Question & the Science of Thought
Sometimes, when we are asked a question, we instead answer a different question. In his fantastic book ‘Thinking, Fast and Slow’ Dr Daniel Kahneman identifies that we have 2 systems of thinking.
Are most complaints a result of multiple failures?
Think about the last time you actually made a complaint with a company. Why did you complain? Chances are – it wasn’t because of a single failure.
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