COS

NEWS

The management of tomorrow will certainly have to take into account the cognitive biases and automatisms of employees. Too much training relies on employees’ ability to reason, learn and communicate… Yet we know, especially since Kahneman, that the majority of our behavior is dictated by automatisms that we have no control over. As a result, many managers are weary of investing in customer experience training programs that bring little return on investment, for want of significant changes in behavior. The key? To realize that the challenge of changing behavior will also involve changing attitudes (the state of mind), and that these are largely the result of automatisms that are difficult to change through traditional training techniques. In the photo, we see nurses who have to put themselves in the place of their elderly patients (lack of strength simulated by the weighted vest, random sight, failing hearing…) to FEEL in their innermost being what their patients are LIVING. It’s hard to put your shoes on under these conditions! They’ll never behave the way they used to after this experience. Despite the dozens of training courses they’ve taken in the skills of the trade, they’ll take more care to help patients put on their slippers, for example. This technique influences Type 1 thoughts, which are uncontrollable, but powerful in determining our decisions and behavior. Based on the work of our in-house researchers, we have developed a program designed to change employees’ cognitive biases concerning customer concerns. Our aim is to ensure that they never perceive customers in the same way again. We maximize customer bias by activating specific automatisms. A new era in managerial practices is upon us, and we urgently need to immerse ourselves in these techniques and educate ourselves in this still very recent field. We will succeed in making good customer sense widespread.

Nobel Prize in Economics 2002