Confirmation Bias: How our beliefs influence how we interpret new information. - SmartKarrot l Customer Success Software
Episode 33 1:51 August 30, 2023
Confirmation Bias: How our beliefs influence how we interpret new information.

In this Episode

If a customer really believes in you and your brand, they believe they’re getting that value… then if something happens, a hiccup of some kind, they take it their stride. But if they don’t believe that, they think, here’s just more evidence. This is why we never should have bought from you in the first place.


Ed.. one thing we discussed when we connected last time, and I thought that was very interesting.. you had specifically used a term called cognitive bias. So, what exactly and how would you define a belief in customer success and how does it relate to day-to-day customer success operations?
Ed Powers:
We’re after that renewal, we’re after that expansion. So, what causes that? Well, it has to do more and more I believe in beliefs… is generating beliefs about your company, about your brand, about your technology, about your solution… and when you have beliefs emerging within your accounts individually and collectively, those beliefs influence decisions… And we see that in our everyday life. And to your point, once we have a firm belief… how does that influence us?
That changes our thinking, right? We have confirmation bias. And a great example of that is… if a customer really believes in you and your brand, they believe they’re getting that, that value from you collectively… a lot of people feel that way. Then if something happens, a hiccup of some kind. They say… well, you know, I get it. These things happen. No big deal.  
But if they don’t believe that, what do they think? Well, here’s just more evidence. Here we go again. This is why we never should have bought from you in the first place. So those beliefs really influence our thinking and how we interpret new information. And it influences our repurchasing, our expansion, everything comes from that belief structure.

Modern, Intelligent
Customer Success Platform

Deliver Customer Outcomes at Scale

Book a Demo

Our Guests

Ed Powers

Meet the Host

Prithwi Dasgupta

Co-founder, SmartKarrot

Join Prithwi Dasgupta in his pursuit of Customer Success for All as he tracks the paths of trailblazers and unlocks founder insights. The Customer Success Intelligence Podcast is meant to spark conversation and ignite the CS community.

Follow along and share your thoughts.

Don't miss an episode!

Get notified of new episodes of The Customer Success Intelligence Podcast

    If you're customer-
    obsessed, let's talk.

    Book a Demo

    Recent Episodes (35 Episodes)


    Tracey Edwards


    Tracey Edwards


    Niki Clarke Crossman

    Director of Customer Success

    Episode 31


    May 24, 2023


    Huey Le

    Resources & Insights

    Intelligent Customer Success Podcast Intelligent Customer Success Podcast

    Customer Success Intelligence Podcast

    In Episode 26, our CEO chats with Irit Eizips about the evolution of AI-Powered Customer Success.

    Customer Success Blog

    Articles & Blog

    Current insights, resources, inspiration, and ideas that will help take your Customer Success team to the next level.

    Customer Success Survey

    Customer Success Surveys

    We survey CS Teams from all over the world to get their feedback on current industry trends and what they see for the future of CS.

    Take SmartKarrot for a spin

    See how SmartKarrot can help you deliver
    winning customer outcomes at scale.

    Book a Demo