What vs. Why
We’ve previously talked about how most businesses attempt to track why customers contact them and how they tend to be flawed because we rely on our staff to track the reason for us.
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.
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