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

A Master Class Part 3: Unlocking the Psychology of Customer Experience In the third episode of our Master Class series on the Psychology of Customer Experience, we delve into how other people influence our behavior. Understanding these theoretical dynamics is practical, empowering you to design effective Customer Experiences. Robert Cialdini's research on influence is a cornerstone of understandin...

Quality assurance is crucial in Customer Experience Management, and assessing call center operations provides valuable insights into an organization's customer-centricity. The subject of today's episode is the result of our None of Use is Clever as All of Us feature. One of our listeners, Jamie Scott of Evaluagent shared his thoughts on Quality Assurance and the problems organizations have regardi...

A Master Class Part 2: Unlocking the Psychology of Customer Experience In this episode, we continue exploring the psychology behind Customer Experience, focusing on the role of memory. Customer loyalty hinges on how memories are formed and retained. Therefore, understanding memory formation is crucial for designing impactful experiences. Memory formation begins with encoding, where new information...

A Master Class: Unlocking The Psychology of  Customer Experience With this episode, we begin an eight-part series exploring customer behavior and the psychology that drives it. Each part will delve into the various psychological aspects of Customer Experiences, offering practical advice on understanding and influencing them. Our focus today is on why customers make quick decisions and how you can...

In this episode, Colin and Ryan tackle a listener's question about the psychology of customer loyalty, delving into its emotional and relational aspects.    Loyalty, they explain, goes beyond mere repetition of behavior; it is rooted in deep emotional attachment and often requires sacrifice. Drawing parallels to personal experiences, such as loyalty to sports teams (Lutown Town Football Club, rece...

"Did I tell you about the time I …"   These seven words are one of many ways we signal one of our favorite things is coming next: a story. We can't get enough of stories and look for them everywhere, from news to conversations to the commercials we can't avoid on TV. Stories are an essential part of the human experience.  In today's world, storytelling is crucial in various aspects of business, in...

Personalization is an excellent tactic for your marketing efforts. However, only some people like this personalization; some feel they're being watched. Therefore, it is important to remember that context and who's doing the personalizing matter.   Picture this: Colin's at his go-to fishing store, Discount Tackle. The manager knows him, we chat, and he recommends a lure. Even though Colin can snag...

Customer emotions heavily influence experiences and motivate actions, yet these motivations are often hidden, even from the customers. Organizations must uncover these hidden motivations to serve their customers better. The "Jobs to Be Done" framework, popularized by Clayton Christensen at Harvard Business School, provides a lens through which to view customer motivations.   Eckhart Boehme , Found...

Colin has been ghosted. He was surprised, considering he is married and has been for decades.    However, his ghosting experience didn't come from a romantic partner but a professional one. Since ghosting appears to be spreading into many interactions, we thought we should discuss it here.    Ghosting, where someone suddenly stops communicating, has become more common, thanks to technology making...

"What's the one thing we need for a stellar Customer Experience?"    If we had a dollar for every time clients asked us this, we'd, well, have quite a few dollars.    The question is understandable. This unspoken desire for a silver bullet solution echoes across industries. We all want a silver bullet solution that will fix our problems, whether for weight loss, financial growth, or, in Colin's ca...

You will have a customer crisis. We apologize for being so direct, but the fact is customer crises are inevitable.  When it does happen, will you be able to navigate it to an acceptable outcome? Do you have a comprehensive approach?   We doubt it. Few organizations do.    Most think a customer crisis isn't going to happen to them or that they will be able to manage it when it does with their busin...

Have you ever come across the Abilene Paradox? It's when everyone agrees to do something that no one really wants to do.    Jerry B. Harvey coined "The Abilene Paradox" based on a family incident. They ended up driving 50 miles each way across the scorching Texas desert to Abilene for dinner, even though none of them wanted to go. They all thought everyone else wanted to go, so they reluctantly ag...

A hidden impact exists regarding your experience management return on investment (ROI). It is often overlooked because it lurks between a specific moment in a customer process and the behavior resulting from it. However, uncovering and understanding this hidden impact is critical for comprehending its implications on the bottom line.   Emily Davidson wanted to know how to determine the value of he...

Have you ever noticed that spending cash is harder than using a credit card? You are not imagining things. Different payment methods carry varying degrees of discomfort when used.    Cash tends to have the most painful impact, followed by checks. Credit cards offer a lesser discomfort than cash or checks. With advancements in payment technologies like contactless cards or smartphone transactions,...

Exploring ethics is challenging. Given its abstract nature, it is a tough subject for learning and discussion.    That said, we never falter in the face of a challenge.  We developed five principles of professional ethics we believe are vital to revisit periodically.   Are they rigid guidelines? Do they offer absolute answers? Are they timeless?    Not quite.    Ethics evolve over time, and what's...

Practicality is essential. Great ideas you can't do anything with in the real world are a waste of time.    Bob Black, one of our avid podcast listeners, likes our concepts about eliciting particular customer emotions. But he doesn't know how to do that in practical steps. So, this episode gives them to him.    Bob isn't alone. Numerous organizations struggle with eliciting specific emotions in th...

Have you ever heard the following?   Then, Bob's your uncle. It's the difference between chalk and cheese. On your bike, then.   If you haven't and you don't live in the UK, Colin wouldn't be surprised. They are British idioms and when he employ these expressions with his American pals, they usually don't know he is talking about. However, his friends and family on the other side of the pond do. ...

This has been created in partnership with YouGov . Our listeners will enjoy $ 500 off their first survey from YouGov. Click here.   Customer research has some big problems. You might think the big problem with customer research is not asking the right questions. But it isn't.    Then, surely it's asking the wrong people the wrong way, right? But that's not it either.    The biggest mistake people...

We want to hear from you. Simply record a video with your thoughts, ideas, reactions, lists, or whatever else you have to offer, and we might discuss it on the podcast.  It's called None of Us Are As Clever As All Of Us. To learn more, click here.     Justin Stafford ( justin@customersmarts.co ), founder of a Customer Smarts shared how sports can teach us how to improve your Customer Experience. ...

Per Statista , the amount of e-commerce losses to online payment fraud in 2022 since 2020 is $41 billion. If you think that is bad, get this: it's supposed to rise to $48 billion by the end of this year.    But wait, there's more. Messente , a dedicated business messaging platform, notes the surge in package delivery scams . TransUnion's published a study that unveiled a staggering 1500% spike in...

Picture this: Your customers, like individuals, operate on habitual inclinations. So, if they habitually favor a competitor's product or service, how does one instigate change? Here, we present seven potent ways to turn the tide.   But before diving into these transformative strategies, let's peer into the psychological underpinnings of habits. They possess distinct characteristics:   A cue within...

It's the most wonderful time of the year, and time for one of our favorite traditions: looking back on what we learned.  Each of us has three things we learned in the past year that we think can help all of us moving forward into 2024.   Reflection is a key part of the growth process. That's why we are excited to continue our tradition of reflecting on the past year and what we learned during it. ...

This year has undeniably been dominated by the rise of AI, bringing both positive and negative outcomes. We host Alex Mead , Global Customer Service Experience Director of Alvarez & Marsal ( alexmead@sky.com ), to discuss this crucial topic and its implications for experiences.    Mead envisions that AI will significantly reduce customer effort in their experiences. He anticipates a future where c...

The Future of Customer Research Teams: Innovating for Success in 2024 and Beyond   AI's enthralling me these days, and it seems the world's caught in the same spell. One realm set for a profound AI makeover is customer market research—a topic worth diving into since it's likely on many of your radars too. Exciting or nerve-wracking—depends on which way you look at it.   Qualtrics recent article, "...

During a recent discussion with a valued client, I uncovered an interesting revelation. While they were delighted with their repeat business, which they attributed to customer loyalty, a closer look at the repeat business statistics painted a different picture. What I observed wasn't a steadfast commitment from their customers; rather, it appeared to be inertia.    This prompted my realization tha...