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

I heard a new term that I think has the capability of being the next wave of change in business today. Customer Science . ' Customer Science' is the fusion between technology, behavioral science and data. This new concept is forming now, making this an exciting time for all us interested in customer-driven growth.  This episode of The Intuitive Customer explores this nascent concept of Customer Sc...

I have the box my iPhone came in. So do many of you, I would guess. Many people keep their iPhone boxes. We keep them for various reasons, and most of them boil down to because we like how they look. It turns out, customers care a lot about how things look, and it influences their buying (and box-keeping) behavior.   This episode of The Intuitive Customer explores the research of Claudia Townsend,...

Why What We Believe Is Sometimes Just Wrong! Many sports fans will tell you their team is the best. However, only one of the sports teams wins the championship and is definitively the best. Moreover, many organizations that never get close to the championship have fans who would say these teams are the best. For this last lot, the claim that their team is "the best" creates some serious conflict c...

5 New Rules Guaranteed to Build Trust A lot of Behavioral Economics 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. When you choose to do business with a company, which do you prefer, Company A, that you trust, or Company B, that you don't? If you chose A, t...

THIS is the Big Reason You Make Mistakes We make a lot of subjective decisions. Without the guide of "right" and "wrong" to direct us, we weigh the pros and cons and do the best we can. However, our brains can thwart our best efforts for an optimal outcome by focusing on the wrong things.  Focalism is a concept that describes how our minds can overemphasize specific points of information over othe...

Did you know that if you were to write a Customer Experience review on your mobile phone, it would be more emotional than if you did it on your computer? Did you also know you are more likely to tell me your email and or home address and your substance abuse history if I ask you on your mobile?    You might be thinking that this can't be true. However, recent findings by Shiri Melumad, Assistant P...

How to Make Your Experience Easy and Gain Growth   I hear things like this when I go into an organization: "We want to delight customers at every moment of contact." I nod my head and smile, but secretly I think it sounds exhausting. Moreover, it is unnecessary in many parts of the experience. People many times do not want to be delighted; they want to be done already. Keeping it as easy as possib...

The 5 Rules for Behavioral Journey Mapping   A lot of Behavioral Economics 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.   What Are The Five Rules?   We were training customers with journey mapping recently when it became apparent that people didn't unders...

Mastering the Illusion of Control   Humans often feel like we have more control over things than we do. Despite overwhelming evidence to the contrary—and even regular common sense—we think that if we do things in a certain way, we can influence what happens around us, particularly during sporting events. This concept is called the Illusion of Control.   Key Takeaways  In this episode of The Intuit...

The Big Mistake People Make with AI     Business leaders of today have to understand the technology of tomorrow. Specifically, one would be wise to understand what AI is, how it works, and what problems it can solve for your business.    This episode of The Intuitive Customer is a conversation with Bikram Ghosh, associate professor of marketing at the Eller College of Management at the University...

The 5 Rules for Making and Managing Customer Memories   A lot of Behavioral Economics 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.   What Are The Five Rules?   I love the subject of customer memories.   From how they form to how they change to how they dr...

What A Face Mask Can Do for Customer Segmentation   Everyone has an opinion about face masks. Some think they help stop the spread of COVID-19; some think they are unnecessary and a nuisance; others fall somewhere in between. However, what you probably didn't know about face masks is they can help you customize moments of your Customer Experience so that no matter what opinion your customer has, t...

Never Let a Good Crisis Go To Waste   I am fond of an old saying that goes like, "Never let a good crisis go to waste." Part of the reason I like it is it points out that even something as grim as the COVID-19 Pandemic has a silver lining. In this case, it presents an opportunity to reimagine what you do with customers and take advantage of the environment of change that the "new normal" in busine...

General Show Notes:   Have you ever driven a long way to a vacation, perhaps with kids in the backseat, and heard the whining query, "are we there yet?" Have you ever wanted to ask that question yourself? It turns out there are good reasons for that. It's called the Return Trip Effect, and we discuss it on this episode of The Intuitive Customer.    Key Takeaways   Assistant professor Zoey Chen fro...

The 5 Rules to Managing How Your Customers Make Decisions   A lot of Behavioral Economics 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.   What Are The Five Rules?   How people make decisions is a complicated and fascinating subject. Understanding the proce...

Have you ever picked a line at the store only to realize that you chose the longest, most slowly moving line? Have you ever waited forever to receive a shipment and then felt like they owed you an explanation for what could possibly take that long? Have you ever had such a great time laughing and talking in line with other people that you didn't even notice how long you waited?   If you answered y...

Business as usual is anything but usual today. How things will change in the "new normal" and what you can do to manage it is almost anyone's guess. However, if you can open your mind to trying new things other than what you normally would do, you might discover the magic trick that makes it all work well for managing your customer behavior.   In this episode of The Intuitive Customer, we continue...

The Surprising Power of Ideas That Don't Make Sense Part 1   If you go into business, you probably have checked out what the competition is doing first. In many cases, you might be tempted to do the same thing. After all, it is working, at least to some extent.     However, we think that taking a different tack, choosing a different road, or embracing that idea that doesn't make sense, will be a w...

Post Pandemic Silver Lining: Are You Grasping This Incredible opportunity?   As everything starts to open, what is the silver lining of the pandemic? This is a unique opportunity to change customers' habits and there has never been a better time to help customers form new habits. As states have reopened and people are emerging from their homes into the bright light of the post-pandemic world, we h...

General Show Notes:   Practical Advice on How to Influence People: 6 Key Principles   Many years ago, Robert Cialdini introduced the principles of influence. Today they are crucial skills for salespeople worldwide. They are also foundational to your Customer Experience. If you enrich your experience with these principles, which include things like learning to genuinely like other people and encour...

I hate my cable providers. That's right, providers is plural. I have two different providers, one in the UK and one in Florida, and they both provide poor experiences. In many ways, I see cable companies as the perfect example of what not to do with your Customer Experience.   This Episode of The Intuitive Customer takes a look at all the ways cable companies provide experiences that do not promot...

Understanding Human Behavior During the Pandemic, and What to Do About it   Let us begin by wishing you all our best during these unprecedented times. We hope that you and your family are all safe and sound, and novel coronavirus-free. While no one knows what to expect, we are all in this together.   The pandemic has shown how uncertainty can affect human behavior. This episode of the Intuitive Cu...

There is a lovely mirror leaning against the wall in my garage in England. My wife thinks we should sell it. I think we should give it away, to which my wife tut-tuts. She argues it is a beautiful mirror and believes it will fetch a handsome sum on the Internet. I disagree. So, the mirror sits there, ignored for the time being, and not selling, and I hold the Endowment Effect fully responsible.   ...

I don't know if it's age talking here, but it probably is. Life becomes a lot clearer as you go on. I am at the point where I feel comfortable telling you what I think. In this episode of The Intuitive Customer, I am going to tell you about seven mistakes organizations make while trying to gain growth in revenue or market share. 

Loss Aversion teaches us that people like to gain things, but that they like hanging on to what they have even more and feel losses much more profoundly than gains. So, you would think that effective policy to reduce disposable bag usage by charging a surcharge for a grocery bag would tap into these feelings.   Not so fast. New research reveals that Loss Aversion is not the reason for the grocery...