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

How Customer-Facing People Should Evoke Emotions in Customers

I have always thought that talking about how to do something was important, but not as important as actually doing something. I feel so s…

Can We Trust Facebook?

Upon reflection of Facebook’s latest privacy violation and $5 billion fine, one must wonder whether we can trust Facebook. After all, the social media platform hasn’t exactly b…

When I worked in the corporate world, people often asked me what I did all day. Facetiously, I would say that I played chess. While it was meant to be cheeky, the joke was not far from the truth. I s…

Choice architecture is a significant factor in buying decisions you make every day. From how they stock the buffet line to how likely you are to donate your organs after you die, the psychology of ch…

The Vital Art of Creating Memorable Messaging 

When we make buying decisions, we usually are choosing from a short list of options. Our memory assembles these options. So, from a Customer Experience …

How Can We Measure Customer Emotions in Our Digital World

When you think about the Olympic medalists on the podium during the awards ceremony, who do you think is happier, the silver medalist or the …

Customer Journey Mapping Using Behavioral Science

Journey mapping is how organizations look at the customer journey, or the steps a customer would take from the beginning to the end in their experien…

How to Understand Customers Preference

Have you ever noticed how some people put a lot of letters after their names in their signatures and bylines? Some of them go on for quite a while, like a secon…

Happy Employees Make Happy Customers

When your employees are happy, they are more likely to make your customers happy. Common sense dictates that this is logical. However, despite the rationality of …

Why Are We Scared of New Technology? 

We have some exciting new technology for CX. Facial recognition technology and facial expression analysis yield some new and exciting data about how customers fe…

The Massive Importance of Memory in a Customer’s Experience

Customer loyalty is a function of customers’ memories. That is to say, customers don’t choose your experience over another; customers choos…

Creating a Frictionless Experience 

As a global customer experience consultant for nearly two decades, I have never heard a customer say, “Gee! I wish that buying process was just a little more compl…

We don’t like uncertainty. It affects our lives in many ways, and especially as customers. Consider the fact that we buy insurance. We purchase peace of mind that we are covered if something unlikely…

Why Are Insignificant Things So Significant?

Have you ever had the feeling that something about a buying experience didn’t feel right? Chances are if you did, you didn’t buy the product or service. M…

What Customer Emotions Drive the Most Value

15 years ago, in Munich, I was asked a question I couldn’t answer when presenting to an insurance company. The person asking understood what I was saying a…

Is Facial Recognition Creepy or Is It Just the Future?

Technology can analyze people’s facial expressions and determine what emotion they feel. It’s called Facial Expression Analysis and it uses Faci…

People like choices. They just don’t like choosing, at least not when there are too many options.

However, if you give people the option of shopping where there are only two options or where there is…

Being the Guardian of Your Service Culture

Keeping up your culture of customer service is not easy. Leadership in many organizations find maintaining the customer service culture they have establishe…

Brand Or Customer Experience - what comes first?

The ubiquity of brands is undeniable. With the constant exposure to them, we all feel like we know what a brand is. However, when we are asked to ex…

My team is the Luton Town Football Club. I heard the manager say about the team that you have to control the controllable. I quite like that phrase and I believe it is the k…