How Unconscious Biases Influence Your Customers’ Decision-Making Process

How Unconscious Biases Influence Your Customers’ Decision-Making Process

Doing CX Right podcast show on Spotify with host Stacy Sherman
Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

Feeling overwhelmed trying to deliver excellent customer experiences?

Struggling with unhappy customers and negative feedback that includes unconscious biases?

Listen to featured guest Sylvie Di Giusto and customer experience expert Stacy Sherman as they uncover practical strategies to create emotional connections, avoid common unconscious biases, and “wow” your customers every time.

In this episode, you’ll discover:

  • Actionable ways to make memorable first impressions that influence the entire customer journey
  • How to tap into customer emotions and understand decision-making biases
  • A simple ABCDE model to demonstrate you care in every interaction
  • Tips to listen actively and extract insights from customer feedback
  • Why leadership and parenting have striking similarities when it comes to “doing CX right”

With over 20 years’ of experience elevating global brands, Sylvie shares paradigm-shifting yet easily applicable advice. Combined with Stacy’s innovative customer experience approach, you’ll be energized and equipped to consistently exceed customer expectations.


Customer Experience Show Highlights: 

00:00 – Introduction

02:00 – Sylvie’s background as a professional speaker

04:51 – Sylvie’s move to the United States

06:49 – Definition of “doing CX right”

08:44 – Conscious versus subconscious thinking and decisions

10:36 – Example of how biases influence customer hotel stay

13:12 – Taking control over first impressions with customers

13:40 – Handling mistakes with customers

16:03 – Impact of AI technology on customer experience

16:55 – Ways to show customers you care using the ABCDE model

20:43 – Power of voice and first 11 words with customers

24:01 – People and environment influencing customer perceptions

25:27 – Importance of listening to understand customers

26:57 – Best leadership advice from Sylvie

28:50 – Advice Sylvie would give her 20-year-old self


By the end of this podcast episode, you be able to transform customer perceptions, showcase you care, and lead your organization to new heights!

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About Sylvie di  Giusto:

Sylvie di Giusto is a renowned international keynote speaker, celebrated for her expertise in crafting powerful first impressions, personal branding, and reputation management. Her insights delve into the neuroscience of trust, highlighting how our brains process cues like clothing, facial expressions, tone of voice, and body language to assess trustworthiness. Sylvie emphasizes the importance of consistency in projecting trustworthiness, explaining how consistent actions, words, and expressions build a mental model of reliability and integrity in others’ minds. Her approach is not just about sharing information but engaging in a complex neurological process that can either build or break trust. Sylvie’s work is a blend of science and art, making her a sought-after speaker and authority in the field of perception and trust-building.






About Stacy Sherman: Founder of Doing CX Right®‬

Customer experience and marketing global keynote speaker, LinkedIn Learning instructor, author, advisor, and host of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that helps you gain profitable clients and brand loyalty–fueled by an empowered workforce. Stacy’s been walking the talk for 25 years as a strategist and practitioner at companies of all sizes and industries, i.e., Liveops, Verizon, Schindler Elevator Corp, Wilton Brands, and AT&T. She’s also a board advisor at multiple universities, featured in Forbes and other top-rated publications.

Her Why: To cultivate loyal relationships and meaningful experiences that enrich people’s lives. Contact Stacy about DOING Customer Experience (CX) and Service Right. Continue reading bio >here.

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