How biased is your impression about the experiences your customers are having?
Before you answer with any certainty, you might want to watch this:
Be honest. Did you notice the gorilla the first time around?
If not, you definitely aren’t alone. When a 1999 study by Harvard’s Psychology department showed this video to a group of test subjects, only half noticed the gorilla walk through the middle of the crowd.
And if you find that surprising, you should see what happened when the....