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

When it comes to the behavioral sciences, I love their take on memory. I love it so much, that we did a podcast mini-series on it in three parts. 

In the first part, we talked about why memories a…

Memories do not exist alone. They are networked…and this network isn’t a bunch of the same kind of information arranged in neat order and categorized by type. It’s a network of different memory types…

Memory is crucial to customer strategy. Understanding customer behavior requires a fundamental understanding of how we access and use memories in our daily life and how it drives decision making in o…

What did you do during the lockdown? Did you take up a hobby or a new exercise program? Did you watch hours of news coverage hoping for some good news? Were you in the kitchen working with your sourd…

A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world…

Intuition is a concept that plays a major role in decision-making for all humans. Intuition is the way we can “know” things without using our reasoning. It is based on our instincts and experiences, …

My iPhone is getting bossy. It suggested widgets based on the time of day I was using it. This proactive experience is the future of experiences. Unfortunately, few organizations know how to build th…

Is your idea of an ideal evening a nice meal at home and a book or a Netflix queue? 

Or would you rather be at a cocktail party with people from all walks of life exchanging stories or jumping up a…

We hope you enjoy today's show. If you do, could vote for us in the People's Choice Podcast Award? It doesn't take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks ver…

We hope you enjoy today's show. If you do, could vote for us in the People's Choice Podcast Award? It doesn't take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks ver…

We hope you enjoy today's show. If you do, could you vote for us in the People's Choice Podcast Award? It doesn't take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks…

We hope you enjoy today's show. If you do, could vote for us in the People's Choice Podcast Award? It doesn't take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks ver…

When I was still a lad, around 10, I brought home a school report that read, “Colin is the class clown.” I am still proud of that report card to this day. Humor is an essential part of life and, surp…

I was recently out and about and thought how happy I was that the pandemic was behind us. Many people must feel the same way because retail is bouncing back after two terrible years. However, it’s no…

Breakthrough thinking: Why do we believe things that are not true?

There was a car brand several decades ago in the UK called ŠKODA. It was a terrible car, much like Yugo was in the US. However, th…

Podcast Summary

A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex…

We have another business pickle to address. This time it’s with Christine Jones who is having problem with her organization not taking customer complaints or the Voice of Customer program seriously. 

Your Customers Want Self-Service, and Here’s What You Need to Know about Why

You bend over backwards to provide helpful customer service. You look for the best team members, with the right attitude…

How do you know if someone trusts you? Is it how they talk to you? How much time do they spend with you? What do they say about you when you aren’t around?

We might argue the answer is D, all of the …

The contact center at many organizations doesn’t get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necess…