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

My client is disappointed with their results. Their experience improvement efforts have been successful, but not as wildly successful as they had hoped. 

When my client shared this with me on a recen…

Regret is a powerful emotion. One might not think it has a place in a marketer’s messaging toolbox. However, you might be surprised to learn that in addition to being a powerful emotion, it can also …

It’s pickle time again here on the podcast. This time John has a pickle with his new business. He wants to know some ways that he can get other people to help him sell his products and services. We k…

Colin sometimes struggles with a glass-half-empty disposition. He blames it on being born British. He felt it keenly when gathering the following 14 statistics for this episode. There are a mix of ga…

When a Stanford professor brings snacks to class, it’s fun. But you can bet it’s also an experiment, and he’s probably testing how people make choices for today and for todays that will come in the f…

Poor Irene Beard. She is in a pickle, and she needs our help. A strong believer in brand, Beard is starting a new company and asked us for help getting people to take away what she wants them to abou…

So, you think the sale is in the bag. The customer signed the paperwork and everything. However, when you log in the next day to email, there is a cancellation. You think, what happened?

People chang…

For many of us, planning can be an area of opportunity. We underestimate how much time something will take and how much time we will have available for something, particularly regarding project compl…

Sometimes it’s a “processing” fee. Sometimes it’s called an “admin” fee. We have even seen it labeled “convenience fee,” a refreshingly candid explanation for it. However, they are always additional …

We can be grumpy about the restaurant experience. This self-awareness is key, especially when we realize that our behavior closely resembles the behavior of two grouchy Muppets heckling Kermit and Fo…

A podcast listener is in a pickle! Catherine wants to establish that her firm is known for low prices. However, she wants their reputation to avoid seeming cheap or low quality. 

Cheap and low qualit…

Is your data ready? Is your team ready? Are you ready? Being ready is critical to the successful implementation of artificial intelligence (AI) to improve your customer experience.

The next competiti…

We are very judgmental, particularly when it comes to prices. We can always tell whether something is a good or bad deal.  The fact that some of the ways we do this are not as accurate as others does…

It stinks to wait around for something as a customer.  Whether it’s in a waiting room or a hot sweaty line at a theme park, none of us are usually very excited about waiting around for something. How…

Waiting around for a customer experience is rarely a good thing. When customers are waiting for you, that’s usually a sign that not waiting would have been difficult or inconvenient (read: expensive)…

I get mad when people waste my time. It’s probably why I have such a beef with cable companies and organizations’ call centers that have long hold times. Wasting someone’s time is also a waste of an …

We have all been there. We think we did something great, and we look forward to getting the feedback that tells us so. Unfortunately, when we do get the feedback, we discover that we weren’t quite so…

18 months. That was the timeline Colin gave himself to move from a sales job to a general manager post. It was a long time ago now, the kind of thing one remembers when they look back over a decades-…

At first glance, authenticity appears straightforward. To be authentic, one simply needs to be genuine in their thoughts and actions. However, as is often the case with our discussions in the podcast…

Have you ever noticed how many vitamin options there are at a drug store? If not, you should know there are hundreds. It is bloody overwhelming. 

All these vitamins got us thinking about differentiat…