What You Think You Know About Your Customers

Your brain is trying to protect you but it's also, unfortunately, making things up about your customers.In this solo episode, Nikki takes a therapy homework assignment (yes, really) and turns it into one of the most practical frameworks she's found for explaining why client experience design goes wrong at the thinking level, not the execution level. Before you can design a better client experience, you have to notice the stories your brain is generating about your customers. And some of those stories? They are not the truth.What you'll hear in this episode:Why fortune-telling feels like prudence but is actually just a fancy way of avoiding experiments (and the one-star review analogy that will stick with you)The moment Nikki's therapist handed her a worksheet and she had a slightly horrifying realization about her businessWhy the loudest complaint in your inbox is almost never the thing that actually needs to changeWhat mind-reading looks like in a team meeting, and what happens when you actually go talk to five customers insteadThe replacement behaviour for each trap, because noticing the pattern is not the finish lineIf your business keeps wondering why things aren't clicking, this episode is probably the conversation you needed to have.Connect with Nikki on Instagram: instagram.com/iamnikkimck The Would Recommend Standard is a free guide to the five principles behind businesses people can't stop talking about. Grab it here: theopsshop.biz/wouldrecommend-standard A Spark Session is a 90-minute strategy session where you and Nikki dig into your client experience and figure out exactly where it's working and where it isn't. Book yours here: theopsshop.biz/sparksession