1- We are either overreacting to information or underreacting to information by being conservative. How does this happen? Explain the gambler’s fallacy of focusing on similarities. We have to be rational and slowly change our beliefs.

Bill & Becky Travel, Inc., is a full-service travel agency. Data in the table below shows results for the question "Would you recommend us to a friend?" from 50 customers who were sampled during one week. Customer NPS Number Rating 1 10 2 10 3 10 4 9 5 4 6 10 7 7 8 9 9 2 10 4 Customer NPS Number Rating 11 4 12 10 13 6 14 9 15 9 16 4 17 8 18 9 19 9 20 7 Customer Number 21 22 23 24 25 26 27 28 29 30 Rating 1 2 3 4 567 00 NPS Rating 5 8 5 9 10 10 9 9 4 10 9 Count the number of responses at each level (1 through 10). If your answer is zero, enter "0". Round your answers to the nearest whole number. Customer NPS Number Rating 31 8 32 9 33 7 34 10 35 5 36 6 37 3 38 1 39 2 40 9 Number Customer NPS Number Rating 41 3 42 9 43 9 44 6 45 10 46 8 47 2 48 6 49 9 50 8

You have been asked to oversee a focus group of customers and potential customers of your company. After listening to this group, you notice a few expectations they all seem to have. Examples of customer expectations might include: O They want more for their money. O They are looking for information so they can make a good decision. O They want to talk or chat with a person who understands the product. O All of these are possible customer expectations.

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