Here’s a link to the book Practical Wisdom: The Right Way to Do the Right Thing. They are able to take the perspective of the people they service, and to balance the empathy of care and concern with a detachment that permits clear thinking.” It moved me so much that I wrote a post about the talk, and even researched how many U.S. I love this quote from Barry’s fantastic Ted Talk “ Wise practitioners are like jazz musicians, able to improvise when the situation demands it. See his excellent Ted Talk and the book, The Paradox of Choice: Why More Is Less. This key concept helps frame customer experience from an emotional (not logical) point of view. More choice can creates decision anxiety and buyer’s remorse. Here’s some of Barry’s work that we discuss: He’s one of the key thought leaders of our time, and I believe that all CX professionals (and all leaders) can learn from him. This Q&A was a real pleasure for me, because Barry has heavily influenced my thinking over the years. In case you don’t know Barry (and you should!), he’s the Emeritus professor of psychology at Swarthmore College, and has spent forty years thinking and writing about the interaction between economics and morality. Sit back and enjoy the discussion, and then follow the links below for more information. I can’t think of a better way to start CX Day in The Year of Emotion, then to share my Q&A with Barry Schwartz.ĭuring this one hour video focused on Infusing Humanity into CX, we discuss some of Barry’s key findings about people and happiness, and explore what it means for customers, employees, and leaders. It’s CX Day in New Zealand, so that’s reason enough to kick off Temkin Group’s CX Day celebration. The least happy people are those who are not married and do not have kids only 66% are happy. Eighty-four percent of those who are married with young children are happy, followed by married people with older children and with no children at all. Happiness rises with income until consumers’ household income hits about $100,000, after which happiness plateaus around 86%. Income: Only 60% of consumers making less than $25,000 per year are happy.Caucasians are the happiest (73%), but only three points above African Americans (73%). Ethnicity: There’s little variation in happiness across ethnic groups.Eighty-five percent of those with an advanced degree are happy, compared with only 60% of those who did not graduate high school. Education: As the level of education increases, so does happiness.Females are happier between 45- and 74-years-old. Between the ages of 18 and 44, males are happier than females. Genderations: The happiest females are 75 and older, while 65- to 74-year-old males are the happiest (85% say that they are typically happy). 18- to 24-year-olds are the least happy, followed closely by 45- to 54-year-olds.The next set of charts show the level of happiness across different demographic segments: As you can see, happiness ranges from a high of 83% in Oregon down to a low of 67% in Wisconsin and Indiana. This first chart shows data from the 27 states where we had at least 100 respondents. consumers in our study agree with the statement “ I am typically happy.” Given the holiday, I decided to dig into Temkin Group’s Q3 2016 Consumer Benchmark Study and see who’s happy. As we know from the positive psychology movement, the act of appreciation creates happiness-and all of that makes me very happy. I have a lot to appreciate a wonderful family, a great group of friends, a thriving business, an amazing Temkin Group team, and the world’s best clients. It’s also a great time to actually give thanks. Many of us will spend the day with our families devouring turkey, stuffing, and other savory dishes while watching football games. Tomorrow I will join millions of Americans in celebrating Thanksgiving.
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