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

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 co…

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 the…

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 gho…

"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. …

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 y…

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. T…

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 result…

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 ha…

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 …

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…

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 surpris…

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Customer research has some big problems. You might think the big pro…

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…

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 y…

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…

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…

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@s…

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 m…

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 …

Unleashing the Power of AI vs. Human Touch: Which Delivers a Superior Customer Experience?

I often say, "None of us are as clever as all of us." However, sayings are more useful when they can spur …