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

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 secr…

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 en…

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…

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 probl…

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…

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 …

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 th…

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 your…

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…

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 ex…

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 t…

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 …

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’…

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 salespe…

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 compa…

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 an…

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 mi…

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…

What You Should Learn from Apple’s Outstanding Experience

I am a huge fan of Apple products. If there were already a waiting list for the next iPhone, I would be on it. For me, buying Apple product…