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

A global pandemic wasn’t in your plans this quarter. However, we see an opportunity to enhance your relationships with customers in this global crisis. 

In this episode of The Intuitive Customer, w…

Shark attacks have overblown importance compared to how often they occur. But since TV and movies have made so much of these rare, and rarely fatal events, we are sure we will be the next victim. The…

You all want growth, don’t know what to prioritize to get it, and aren’t nearly worried enough about the disruption AI will have on your industry. At least, that’s what our research late last year to…

We all misjudge other people’s motivations at times. The academic term for it is a Fundamental Attribution Error (FAE). An FAE describes how we misinterpret our limitations and the motivations of oth…

Research in Harvard Business Review last year suggested that some companies with poor customer service are terrible on purpose to wear out disgruntled customers so they don’t have to fix customer pro…

Where AI Meets CX: The Remarkable Future for Humanizing Brands

Artificial Intelligence (AI) will transform the customer experience in many ways in the coming years. One area that we see interesting…

Social media has changed many things about our lives. Not only can we have a blow by blow account of what our friends and family are up to, but we can also see what they had for dinner. We can even s…

This is The New Imperative for 2020 

Our global Customer Experience consultancy engaged research at the end of 2019 to determine our direction for the next decade. We learned that, first and foremo…

Discover This Powerful Marketing Technique to Gain Growth

How you present information has a significant effect on how your customers perceive the message. It’s no secret; it’s why there are marketi…

The Secret of Pricing

Academia has a problem with names. They are not always, well, intuitive. Hyperbolic Discounting is an excellent example of a pertinent business area disguised in a difficult-to-…

How AI will Change CX for the Future

Customer loyalty is what most businesses want. The more your customers buy from you, the more you improve your bottom line, not only in increased sales but also i…

1 in 4 Will Lose Their Job in 2020

At the end of 2019, global research firm Forrester predicted that 1 in 4 Customer Experience jobs will be cut in 2020. While we find this prediction grim, we do not…

If I asked you for $100, what would you say? My guess is no. You probably have a rule against giving people money just because they asked you. 

But what if I asked you for $1? Most of us would probab…

How to Ensure You Make Good Decisions

I am an Apple Superfan. As a loyal customer, I notice all the positive moments in my Customer Experience with them. They reinforce that my brand is the best an…

The Biggest Thing We Learned in 2019

If there is one thing we have learned in 2019, it is that customers give us a lot to think about regarding their behavior. How they behave and why are fascinating…

What is Important in 2020?

Yogi Berra, the New York Yankees Coach once said, “Predictions are hard, especially about the future.” Predictions can be difficult; it is true. However, they can also be h…

Why the Strength of Customer’s Emotion is Critical

 Customers’ emotions are a critical part of Customer Experience. Our research shows that over 50 percent of a Customer Experience is about customer…

Does Giving Gifts Mean More Business?

It is the season of giving. No doubt, many of you sent out your gifts to your clients, suppliers, and other business associates already. But will your gifts resu…

Psychology has a lot of influence on customer behavior. When it comes to making decisions, we like to find ways to make them more manageable. Anchoring and Adjustment is a mental short cut or heurist…

The 7 Telltale Signs of a Company NOT Committed to Customers

I discovered many years ago that I could determine whether a company was committed to customers pretty quickly. When I thought about how I…