Unconscious bias and the auto industry: How ingrained beliefs affect everything from design to customer service
Everyone has unconscious biases—instinctual shortcuts that help us navigate the massive amount of information our brain is constantly processing. These shortcuts are often helpful, but sometimes rely on biases and stereotypes. And this filters all the way down into our policies, products, processes and services.
In the automotive industry, this unconscious bias can be found throughout the lifecycle of a vehicle; from product design, to sales and marketing, to the customer experience at the dealership.
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