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

“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, from news to conversations to the commercials we can’t avoid on TV. Stories are an essential part of the human experience. 

In today's world, storytelling is crucial in various aspects of busines...

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 context and who's doing the personalizing matter.

Picture this: Colin’s at his go-to fishing store, Discount Tackle. The manager knows him, we chat, and he recommends a lure. Even though Colin can snag it cheap...

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 their customers better. The "Jobs to Be Done" framework, popularized by Clayton Christensen at Harvard Business School, provides a lens through which to view customer motivations.

Eckhart Boehme, Founder and Man...

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 ghosting appears to be spreading into many interactions, we thought we should discuss it here. 

Ghosting, where someone suddenly stops communicating, has become more common, thanks to technology mak...

"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. This unspoken desire for a silver bullet solution echoes across industries. We all want a silver bullet solution that will fix our problems, whether for weight loss, financial growth, or, in Colin’...

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 you have a comprehensive approach?

We doubt it. Few organizations do. 

Most think a customer crisis isn’t going to happen to them or that they will be able to manage it when it does with their b...

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. They ended up driving 50 miles each way across the scorching Texas desert to Abilene for dinner, even though none of them wanted to go. They all thought everyone else wanted to go, so they reluctantly agreed. Po...

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 resulting from it. However, uncovering and understanding this hidden impact is critical for comprehending its implications on the bottom line.

Emily Davidson wanted to know how to determine the value o...

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 have the most painful impact, followed by checks. Credit cards offer a lesser discomfort than cash or checks. With advancements in payment technologies like contactless cards or smartphone transactions, the poten...

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 of professional ethics we believe are vital to revisit periodically.

Are they rigid guidelines? Do they offer absolute answers? Are they timeless? 

Not quite. 

Ethic...

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 customer emotions. But he doesn’t know how to do that in practical steps. So, this episode gives them to him. 

Bob isn’t alone. Numerous organizations struggle with eliciting specific emotions i...

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 surprised. They are British idioms and when he employ these expressions with his American pals, they usually don’t know he is talking about. However, his friends and family on th...

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Customer research has some big problems. You might think the big problem with customer research is not asking the right questions. But it isn’t. 

Then, surely it’s asking the wrong people the wrong way, right? But that’s not it either. 

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