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

Ah, yes! It's the most wonderful time of the year. When we reflect upon the passing year and make plans for the New Year: what we want to keep, where we want to be, and how we need to change. Then, we make them, our New Year's Resolutions.     However, in just a few days' time, we will have failed at keeping these resolutions (again) and forgotten all about it.     There are a number of psychologi...

Going viral is the goal of any passionate social media poster. Posting your content and watching as the views and shares grow exponentially is the dream for marketers trying to build a brand online.     Unless, of course, the viral post is about how you broke a guitar during a customer's flight and then showed "indifference" to their complaint. (Looking at you, United Airlines.) That's a nightmare...

Customers are fickle. Or at least they appear to be. What once may have exceeded your customer's expectations one day becomes ordinary the next. That's because People become less sensitive to change as things improve. It's called   Diminishing Sensitivity, and it's the reason that sometimes you have to work harder to "Wow!" your customers.     If you gave $100 to a poor person and a millionaire, i...

Recession is a natural step in the economic cycle, but it's easy to get overwhelmed by all of the bad news. When economic downturn occurs, we all feel it.     Corporations tend to cut back in a downturn, neglecting things like customer experience. To differentiate yourself from everyone else, you should double down on these services while others cut back.   Nobody looks forward to a recession, but...

Claire Hillman, a loyal listener, a subscriber to our NL, Why Customers Buy ,   and viewer of our podcast on our new YouTube Channel is in a pickle and needs our help. She asks, Should I move to where my customers are or move them to where I want to be?     Now, our first reaction was to tell Claire that she should absolutely meet customers where they are. After all, isn't that the customer-centri...

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.   As if the world isn't crazy enough—with the war in Ukraine, the cost-of-living crisis, the looming threat of recession, and the ostensible beginnings of catastrophic climate c...

What if we told you that we know how you could develop a superpower? You can. We know you can because the method for it it was developed by a Yale's assistant professor of marketing that was once a door-to-door salesperson and someone who has performed open-heart surgery on a pig.   The superpower you can develop is influence and it is essential if you want to make changes in your organization. As...

Neither of us is much of a runner. In fact, to get us to run with any kind of speed would require some motivation—like a tiger chasing us. That's because fear is a powerful motivator. Fear is also a powerful tool for marketers to get customers or potential customers to care about something.     So, why does fear motivate us so much? Safety is an important value for all of us. When it is threatened...

This week on our podcast and Intuitive Customer YouTube channel , we address a listener's "Pickle" with our "I'm in a Pickle" feature . You might remember that a Pickle is our term for a business problem that might be addressed with customer strategy and/or the behavioral sciences. We hadn't featured one for a while, so we thought it was time to dig into a new one.     This week, we hear from a fr...

Organizations need to embrace that emotional side of their experiences. Not only to design an experience that surprises and delights their customers, but also so their Artificial Intelligence works to provide useable insight. Combining the emotional data into the formula with concepts from the behavioral science side will make it so organizations can understand what and why their customers do what...

This podcast was created in partnership with Streem   Delta thinks I am a liar.   Or at least it felt like they did on this phone call with me. If we had a video option, the entire experience would be better for both sides, and I would have the flight I wanted. Video can be the untapped jewel of your experience design, and we will explain why.     The problem was a schedule change that put me out...

When it comes to the behavioral sciences, I love their take on memory. I love it so much, that we did a podcast mini-series on it in three parts.     In the first part , we talked about why memories are essential to experiences, when we use them to decide sometimes, and how memories form.     The second part covered how memories are connected and the different types of memories we have.     In thi...

Memories do not exist alone. They are networked…and this network isn't a bunch of the same kind of information arranged in neat order and categorized by type. It's a network of different memory types intermingling facts and feelings, procedures, and judgements, all influencing each other in interesting ways.     Memory is what creates customer loyalty. It doesn't matter what parts of your customer...

Memory is crucial to customer strategy. Understanding customer behavior requires a fundamental understanding of how we access and use memories in our daily life and how it drives decision making in our actions and even who we decide to trust.   In other words, understanding people requires understanding their memories. Further, it requires knowing what they remember and why, and also, what they do...

What did you do during the lockdown? Did you take up a hobby or a new exercise program? Did you watch hours of news coverage hoping for some good news? Were you in the kitchen working with your sourdough starter? Or were you on the couch watching the entirety of Netflix?   All were excellent pursuits, by the way, especially the bread making. However, one of my team was spending the lock down a dif...

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.   In my 20 years as a consultant for Customer Experience, I have been involved in several successful implementations. The Maersk Line project that I worked on with Michél Patter...

Intuition is a concept that plays a major role in decision-making for all humans. Intuition is the way we can "know" things without using our reasoning. It is based on our instincts and experiences, and our need to find patterns for things in our lives.     Unfortunately, intuition isn't always right. Knowing when intuition could be correct and when it might not be is a critical skill for any of u...

My iPhone is getting bossy. It suggested widgets based on the time of day I was using it. This proactive experience is the future of experiences. Unfortunately, few organizations know how to build them.     While the definition of proactive experience is somewhat fluid at the moment, perhaps the best way to describe it is to solve a problem before the customer knows they have one. This proactive e...

Is your idea of an ideal evening a nice meal at home and a book or a Netflix queue?     Or would you rather be at a cocktail party with people from all walks of life exchanging stories or jumping up and down to a throbbing beat in the middle of a crowded dance floor?     How you answer this question is one of many ways that you can explore your personality type. The personality you have will help...

We hope you enjoy today's show. If you do, could vote for us in the People's Choice Podcast Award? It doesn't take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks very much. Cheers!   To vote, please click here.   I am grumpy about customer experience these days. Recently, I vented a bit of my frustration on LinkedIn and asking has the world gone mad? This realizat...

We hope you enjoy today's show. If you do, could vote for us in the People's Choice Podcast Award? It doesn't take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks very much. Cheers!   To vote, please click here.   Artificial Intelligence (AI) is an incredible technology with potential to shape the future of humanity. However, it is fundamentally flawed. Who messes...

We hope you enjoy today's show. If you do, could you vote for us in the People's Choice Podcast Award? It doesn't take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks very much. Cheers!   To vote, please click here.   There is a compelling and interesting Sci-Fi show on Netflix called " The OA ." But I don't recommend watching it.     I wouldn't watch it because th...

We hope you enjoy today's show. If you do, could vote for us in the People's Choice Podcast Award? It doesn't take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks very much. Cheers!   To vote, please click here.   Usually, we have one pickle per podcast. However, today's podcast has two pickles per podcast. Sure, it's still The Intuitive Customer Podcast, just now...

When I was still a lad, around 10, I brought home a school report that read, "Colin is the class clown." I am still proud of that report card to this day. Humor is an essential part of life and, surprisingly enough, business. There are numerous ways to use humor to your advantage in your customer strategy.     You might have heard the phrase, "Laughter is the best medicine." That's because it is....

I was recently out and about and thought how happy I was that the pandemic was behind us. Many people must feel the same way because retail is bouncing back after two terrible years. However, it's not bouncing back to the way it was before. Customers have changed how they want things and organizations should take advantage of how a physical and virtual experience work together in their customer st...