Crisis was not on the agenda
We love control illusions. But we are neglecting the “factor” human, who is doing exactly what he has always done: He acts human. And this behavior is often highly irrational and not always clearly recognizable or predictable in its motives.
High time to superimpose the internal rules of the human mind and the structure of the external conditions.
It is high time to understand how human decision-making behaviour works, especially in times of crisis, and to incorporate this into our planning processes.
High time for Behavioral Customer Experience.