Understanding the Gap between What People Say and What They Do

The podcast explores the disparity between what people claim they will do and what their actual behavior reveals. Traditional methods rely on customer interviews, assuming that answers will reveal true preferences. However, behavioral science suggests that direct inputs may not reflect real intentions. For instance, when asked about saving for retirement, most participants cited financial constraints, but behavioral studies showed that automatic enrollment was the actual driver, revealing the limitations of relying solely on customer feedback for decision-making.