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

What is Really Happening on Black Friday?

It’s that time of year again: Black Friday sales are next week. A US tradition, Black Friday was named for the idea that it is the day retailers finally move…

Marketing Yourself

We usually talk about how you should use the principles of brand management to deliver excellent Customer Experience. However, brand management is an essential part of your job sea…

Tribalism: Are You In with The In-Crowd?

As humans, the need to belong is essential to us. Most of us have a deep need to feel we are part of a broader community that shares our values and interests.…

People know an expensive brand when they see one. They also can spot a discount retailer at fifteen paces.

So, why do they get it wrong so often?

They get it wrong because of a concept called Price I…

Are We Talking Ourselves Into a Recession

You hear it all the time on financial media. “Consumer Confidence is low.” It describes how people think that something terrible is going to happen to the ec…

Unless you serve robots exclusively, your customers are humans. Human feelings influence our actions and drive customer behavior. Therefore, you must design a Customer Experience that makes your cust…

Habits can be excellent or terrible for your Customer Experience. When it is the customer’s habit to buy from you, then there is not a problem. Howeve…

What is the Secret of Airbnb?

I would never be an Airbnb host. Having a stranger staying in my house doesn’t fit with my personality. 

That said, there are a lot of people that would do it. Airbnb ha…

A practical guide to Customer decision making

When the Nobel-prize winning economist professor Daniel Kahneman wrote his book Thinking Fast and Slow, he introduced the concept that we had two ways of…

Case Study: RICOH Printers (Canada) 

I spend a remarkable amount of time complaining about how organizations get things wrong with Customer Experience. However, not every cause is lost. Some companie…

The Key to Successful Marketing Communications

There are a lot of people that do not know the difference between Marketing and Advertising. Many people assume they are the same thing, but they are no…

How To Overcome Organizational Silo’s To Make Progress

In The Fellowship of the Ring, Gandalf the wizard calls all the creatures of Middle Earth—the elves, dwarves, men, and hobbits— to a council. Th…

Is Any Attention Good Attention? 

I like Oscar Wilde. His best quote is, “There is only one thing in life worse than being talked about, and that is not being talked about.” Of course, there are time…

Customer Satisfaction is Declining in the UK!

A new report by the Institute of Customer Service indicates that Customer Satisfaction is declining in the UK. Earlier this year reports from both Nunwoo…

How and Why We Stereotype People and Things

Stereotyping is not considered a good thing, certainly not in politically correct circles. However, our ability to do it is hard-wired into our brains, and…

The Secret of Creating an Effective Customer Experience (CX) Strategy 

What is the experience you are trying to deliver to your customers? This is one of our key questions we ask organizations when w…

I have a few things that drive me crazy in the business world. In this episode of The Intuitive Customer, we are going to talk about how organizations often define loyalty, and why I think they have …

Relationship Types and How to Use Them

We act differently in our various relationships. We have a way we operate at work or school; we act a certain way in public and another way with our friends and…

Measuring your progress for your Customer Experience strategy is an essential aspect to your program’s success. Not only will it show if your program is working to p…

We owe you an apology. Even though the lawyers say we shouldn’t say this, we feel we might have misled you on the subject of friction in your Customer Experience strategy. W…