What is Operational Transparency? with Sam Tatam

In this Brainfluence Brief, host Roger Dooley welcomes guest Sam Tatam to discuss the concept of operational transparency and its impact on customers' perceptions of value and trust. They explore how audio cues of labor, like the sound of typing, can make customers feel more attended to, and how visually displaying the counting of money in electronic ATMs can increase trust. They touch on examples like TurboTax, HEB supermarket chain, and Monteith cider to highlight how showcasing effort and working processes can add value to products and services. Learn how operational transparency can add value to your product or service!
Full episode: https://youtu.be/Z9BmN767bks
Show notes, resources, text, audio: https://www.rogerdooley.com/sam-tatam-evolutionary/

Sam Tatam is a firm believer in the power of operational transparency and the labor illusion. He understands that, although technology and efficiency have their appeal, it is important to involve customers in service interactions. Sam shows how revealing the labor behind a service can enhance perceptions of value and trust. For instance, a Harvard report on telehealth calls showed that adding the sound of someone typing in the background made customers feel more satisfied with the service. Similarly, an electronic ATM that visibly counts money before dispensing it creates a sense of trust. Despite the demand for fast and discreet service, Sam discovers that slowing things down and showcasing the process can actually increase its perceived worth.

Видео What is Operational Transparency? with Sam Tatam канала Roger Dooley