The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth

No one ever sends out an email that they hope no one will read. Well, not on purpose, anyway. No one would go through the trouble of writing, editing, circulating, and then editing an email some more only to have readers skip it and click on another, more compelling email in the inbox. We write and send emails to get people to do something, starting with reading it.   In this episode we explore th...

A lot of the behavioral sciences can feel intimidating. However, it doesn't have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. A couple of years ago, research from some well-respected firms came back with the conclusion that investing in Customer Experience is not paying off the way that organizations h...

We were excited to reach our 200 th Episode of the podcast! In this episode, we look back on six of our favorite podcasts from these first 200 episodes and what the key learning was from each of them.   We want to thank our listeners for tuning in each week to hear our ramblings. We are proud of what we do, but it would be meaningless if it didn't prove to be a useful resource for people. We hope...

It all started with Apple's Air Tags. As soon as I heard about them, I knew that they would be exceptional, and I had to have them.  But why? I had a drawerful of other manufacturer's products that did the same thing. What was so special about these? My answer is because these were from Apple, and the reason Apple is the answer is because of Halo Effects. Halo Effects affect people's impression of...

When it comes to your bottom line, pricing your products and services is essential. Price it too low and you can't keep the lights on. Price it to high and nobody will buy it—and you still can't keep the lights on. So how do you increase your margin (and keep the lights on)? Make sure your pricing is correct! However, pricing correctly is more challenging than it may seem at first. Most companies...

A lot of the behavioral sciences can feel intimidating. However, it doesn't have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. For three years running, Beyond Philosophy has been recognized by Financial Times as a leading management consultancy organization. While I would love to take credit for it myse...

In a discussion that echoes the age-old chicken vs. egg conversation sentiment, we engaged in a debate. After meeting a fellow Customer Experience proponent on a new social media platform called Clubhouse, we invited author and speaker Stacy Sherman to debate. The topic: Is Customer Experience the new marketing, or is it an entity on its own? Sherman and I have a difference of opinion. Sherman, a...

Some of you might know that I am learning to play guitar. However, almost none of you will ever hear my covers of Pink Floyd. In fact, that audience is quite exclusive, and includes only me and my wife Lorraine. That is because my guitar playing is something that I do in private, not public.   In this episode, we talk about privacy, or rather, the lack of it in today's online environment. Your cus...

Maybe it's a towing service. Perhaps you use an interior designer. It could be that you needed to outsource your call center. Whatever the reason may be, you have outsourced part of your Customer Experience.   There is an inherent risk involved, of course, if there are problems. After all, customers do not distinguish between the part of the experience you provide and the part your third-party doe...

It's summertime. Do you know what that means? That's right. It's time for your summer reading list. I bet you thought you were too old for such things.   In this episode,   we share 7 essential books for any Customer Experience professional to read, ideally in a tropical locale with a fruity drink in hand.   Key Ideas to Improve your Customer Experience From books on Customer Experience to books a...

A lot of the behavioral sciences can feel intimidating. However, it doesn't have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. The concepts behind behavioral science are powerful stuff. The psychology that drives how people make decisions has far-reaching and critical influences on how people act as cus...

You might not realize it but the failure of the European Super League in soccer, the pros and cons of vaccine passports, and a brand that took a political stand and paid the price for it all have something in common. These things are part of three news stories that can provide insight into improving your Customer Experience.  So how do they provide insight? Like you can learn from other people's e...

Pricing strategy on its face doesn't seem complicated. The goal is to get as high a price as you can to ensure you have enough margin to make a profit, while also moving inventory at a sufficient rate. So, the strategy is often to move the price around until you find the sweet spot that hits all these metrics.   However, like most things that have to do with customer behavior, it isn't as simple a...

When I was unsubscribing to a service online, I encountered some resistance. My unsubscribing experience included a detailed accounting of all the features to which I would no long have access—in bold, red typeface. It also featured a checklist where I had to acknowledge one-by-one all the benefits I was forfeiting.   It was a wonderful example of a company that takes advantage of the effects of L...

In the early days of my career, I thought the customer was always right. The idea that one should fire a customer sometimes would have sounded like madness to me. However, as I have matured over the following four decades, I learned that sometimes the customer is not right. Sometimes they are really, really wrong, from how they abuse your systems to how they tax your resources to how they talk to...

A lot of the behavioral sciences can feel intimidating. However, it doesn't have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. There is a common misconception in organizations that their business customers buy rationally. However, these same organizations also think that their business is built on relat...

People lie. I have done it. You have done it. Even your customers have done it. From little white lies that don't cause any real damage to great big deceptions with serious repercussions for all involved, lies are a fact of life.   While the scope of the lying is different, the aim is the same: avoiding the truth. You are avoiding the truth about your plans for the evening when you tell your frien...

A massive gap exists. It widens every second between what customers expect and what many organizations can provide as we come out of the COVID-19 pandemic. If companies don't figure out what the future of their experience looks like pretty quickly, they face the grim reality that they will be watching from across a chasm as their profits and customer-driven growth fall into it in 2021.  Verint , t...

Guess what? We got a suggestion from a listener—and we took it. He asked us if we had any advice for businesses with a small budget on how to use concepts from the behavioral sciences to improve moments in their Customer Experience. We created a fictional restaurant called Hamilton's Fine Dining, which, you can imagine, had no budget at all for Customer Experience Design. Then, we talked about wha...

Brands have a problem sometimes. They get stuck and lose momentum and the ability to respond to changes in the market. Over time that can result in a loss of relevancy to their customers and an inability to keep their customers. Moreover, they lose out on forming solid relationships with customers that allow brands to enjoy the benefits of customer-driven growth.  In this episode, we speak with  J...

New Podcast Series: The 10 Most Effective Ways to Influence Your Customer Behavior All of us have two systems of thinking that drive our decision making. One is rational and logical, and the other is fast and emotional. There have been many labels for these two systems over the years, but the ones we use are the Rational System and the Intuitive System. These two ways of thinking help us make deci...

A lot of the behavioral sciences can feel intimidating. However, it doesn't have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. Before I founded Beyond Philosophy, I worked in corporate life. I was neck deep in company politics there, too. I learned that navigating through them was tricky and that there...

Throughout human history, it seems that around 150 is the number of meaningful relationships any human can maintain. Oxford University's anthropology professor  Robin Dunbar discovered this number  by studying monkey groups and extrapolating that number to match the human brain's capacity. Understanding why this is can help you optimize your ability to manage your team, your business, and even you...

What do the song "Fine Line" by Hootie and the Blowfish and the scent of air conditioning have in common? They are two things my family associates with taking holidays in the US. Once they hear the song or walk into an air-conditioned building, they are transported to our family trips in the US when they were young. However, these examples also represent critical areas for your Customer Experience...

You might be surprised to learn that when golf courses make less revenue, Disney World's attendance goes up. You might also find it weird that Mississippi's marriage rate correlates 99.3% with the US per capita consumption of whole milk. Perhaps most shocking is the fact that more people die of fire, smoke, and flames in years when Nick Cage is in fewer movies. All of these are 100 percent true. W...