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

In this episode, we dive deep into the concept of empathy and its significance in Customer Experience Management. We challenge common perceptions of empathy, explore its connection to emotional intel…

In this episode, we challenge the conventional wisdom of customer-centricity and discuss why firing a customer is sometimes necessary. While it may seem counterintuitive, knowing when to let go of a …

In this episode, we explore the role of AI in customer experiences and whether it will replace human interaction. Ali Cudby, CEO of Alignment Growth Strategies, shares insights on leveraging AI to bu…

Friction occurs when a customer has to work or think hard during an experience. Many times, friction is accidental or the result of organizational apathy. In these instances, friction is a bad thing.…

Colin has a bone to pick. No, it's not with cable providers this time. It's with the tradespeople involved in his latest home reno project. They are living up to the poor reputation that precedes the…

Did you ever have an imaginary friend? If so, you already have a leg up on this week’s episode. Chances are you created a mental model of your imaginary friend and could predict with 100 percent accu…

You know that friction in a Customer Experience is a problem that needs fixing. However, do you have that same perception of workplace friction?

If you feel the friction at work, you probably do. But…

Customers can tell you why they do something, But they might be wrong. 

It's not that customers are stupid. No, it is quite the contrary. Customers' thinking and decision-making are complicated; mu…

Sanjay Patel faces a challenge many of us can relate to: how to get senior executives to buy into your program. 

Dealing with senior management can be nerve-wracking, as I learned twenty years ago …

This episode is the sixth in an eight-part series on Unlocking the Psychology of Customer Experience. Here, we explore the psychology we have regarding how human beings deal with predicting unpredict…

Regarding Customer Experiences and the behavioral sciences, there is seldom only one thing happening at a time. There are usually a lot of things happening at once. This masterclass episode, the fift…

Surge pricing, a form of dynamic pricing, involves raising prices during spikes in demand to balance supply and demand. It is a rational economic solution to manage demand effectively, but it can gen…

Various motivational biases and emotions shape customer experiences, emphasizing the need for a holistic approach to designing experiences. For example, the customer’s mood significantly impacts the …

This has been created in partnership with NICE.

AI is a significant development in experience management, but many organizations need help with its implementation. While experimenting with AI, like …

A Master Class Part 3: Unlocking the Psychology of Customer Experience

In the third episode of our Master Class series on the Psychology of Customer Experience, we delve into how other people influen…

Quality assurance is crucial in Customer Experience Management, and assessing call center operations provides valuable insights into an organization's customer-centricity. The subject of today’s epis…

A Master Class Part 2: Unlocking the Psychology of Customer Experience

In this episode, we continue exploring the psychology behind Customer Experience, focusing on the role of memory. Customer loyal…

A Master Class: Unlocking The Psychology of  Customer Experience

With this episode, we begin an eight-part series exploring customer behavior and the psychology that drives it. Each part will delve i…

In this episode, Colin and Ryan tackle a listener's question about the psychology of customer loyalty, delving into its emotional and relational aspects. 

Loyalty, they explain, goes beyond mere re…

“Did I tell you about the time I …”

These seven words are one of many ways we signal one of our favorite things is coming next: a story. We can’t get enough of stories and look for them everywhere,…