One of the interesting things about the work I’ve been doing on “behavioural economics” is that thinking about heuristics, dual-system thinking, implicit decisions &c. inevitably leads me into noticing things about the language research and marketing use.
One gist of the behavioural fashion - I mean no insult in calling it this, fashion is awesome - is that people are poor at recalling or predicting their behaviour, and not as good as we think we are at acting independently or working through stuff cognitively. To balance this, we’re bloody amazing at justifying and explaining stuff. So far so good. But researchers and marketers have evolved a language which makes implicit assumptions about the way we think, plan, and make decisions. Mostly, it assumes that we DO think, plan and make decisions.
So, for example, the customer journey.