How to Wow

INSIGHT 42

DIFFERENCES IN PERCEPTION EXIST AND MATTER

Use this to identify and address the blindspots that exist in the delivery of your customer experience.

Back in 1955, two American psychologists, Joseph Luft and Harrington Ingham, devised the Johari Window Model whilst researching group dynamics at the University of California, Los Angeles. It is used as a tool for illustrating the differences that exist in understanding between individuals and/or between groups. In the model (see below), there are four areas:

1. Public – what is known by the person/group about themselves is also known by others.
2. Blindspot – what is unknown by the person/group about themselves but is known to others.
3. Private – what the person/group knows about themselves ...