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

Unleash the power of this framework to drive brand success!

21 Oct 2023

Contributed by Lukas

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 gettin...

Why customers change their minds and make sure it's to your advantage!

14 Oct 2023

Contributed by Lukas

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 can...

Why we all don't plan effectively. It's not what you think it is!

07 Oct 2023

Contributed by Lukas

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 fo...

The growing trend of adding 'additional fees', is this good or bad?

30 Sep 2023

Contributed by Lukas

Sometimes it’s a “processing” fee. Sometimes it’s called an “admin” fee. We have even seen it labeled “convenience fee,” a refreshingl...

Rant Alert! These things drive me NUTS in a restaurant, what can we learn?

23 Sep 2023

Contributed by Lukas

We can be grumpy about the restaurant experience. This self-awareness is key, especially when we realize that our behavior closely resembles the behav...

How can I establish a reputation for low prices WITHOUT seeming cheap and of low quality?

16 Sep 2023

Contributed by Lukas

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 se...

Are you ready to implement AI and improve your customer experience?

09 Sep 2023

Contributed by Lukas

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

Maximise your pricing by using these 3 simple tactics to gain profit

02 Sep 2023

Contributed by Lukas

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 ...

8 tips to make the time your Customers wait seem acceptable

26 Aug 2023

Contributed by Lukas

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 ...

Learn how the time Customers wait reveals how internally focused you are

19 Aug 2023

Contributed by Lukas

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 ha...

Critical Thinking: Where are you on this new customer time paradigm?

12 Aug 2023

Contributed by Lukas

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...

How perception plays a critical role in building a great Customer Experience

05 Aug 2023

Contributed by Lukas

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 t...

Want to build a successful career? Follow these key insights

29 Jul 2023

Contributed by Lukas

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 ...

What really is an authentic experience and does it really drive growth?

22 Jul 2023

Contributed by Lukas

At first glance, authenticity appears straightforward. To be authentic, one simply needs to be genuine in their thoughts and actions. However, as is o...

How do we differentiate our experience in an ever competitive world?

15 Jul 2023

Contributed by Lukas

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...

How to avoid this preventable mistake too many are making with AI

08 Jul 2023

Contributed by Lukas

Many organizations are making a common mistake when it comes to AI. They fail to capitalize on the potential to enhance Customer Experiences through t...

Here's why the small things in your experience are the most significant

01 Jul 2023

Contributed by Lukas

  _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Connect with Col...

The astounding reason customers buy that they keep a secret

24 Jun 2023

Contributed by Lukas

You wouldn’t think to look at it that The Magic Castle hotel in Los Angeles has been ranked in the top ten hotels on TripAdvisor, but it has. A conv...

The power of saying 'no'! Use this new framework to help you control you life

17 Jun 2023

Contributed by Lukas

You probably don’t say no to people enough, especially if it’s to your boss. Like most of us, you are conditioned to cooperate with others, which ...

5 Rules for forming an strong relationship with your customers via your brand!

10 Jun 2023

Contributed by Lukas

Your customers are having a relationship with your brand right under your nose. Do you know if it’s a strong, healthy one? Our connection with brand...

This is how to impress your boss and a Business case for change accepted

03 Jun 2023

Contributed by Lukas

Getting your new program initiatives accepted requires overcoming a lot. So, to help you get that done—and impress your boss doing it—you need to ...

Context is king! Why too many organizations fail to understand this

27 May 2023

Contributed by Lukas

Organizations often fail to consider the context in which customers enter the experience, assuming that every customer is the same. However, recognizi...

How to integrate Customer behavior into your journey maps to gain ROI

20 May 2023

Contributed by Lukas

Journey Maps can be useless exercises. That’s right…we said it. However, these often-used tools don’t have to be as useless as they usually are....

How will knowing yourself and managing your emotions make you a better leader

13 May 2023

Contributed by Lukas

Having a high IQ isn’t the most important thing for leadership. It helps, but intelligence isn’t enough to make a great leader.  It turns out tha...

Lets really understand what Customer Engagement is and how to improve it

06 May 2023

Contributed by Lukas

Vijay, one of our listeners, drew my attention to a deficit in my content regarding customer strategy. He asked if we had anything on customer engagem...

Considering a career change? Here are 10 rules for building a successful consultancy

29 Apr 2023

Contributed by Lukas

If you have been listening to us for a while now, you probably know about our “I’m in a Pickle” podcasts and the “5 Rules” series. If so, an...

Why is my product not selling despite research that tells me Customers love it?

22 Apr 2023

Contributed by Lukas

One of our listeners has a pickle. They did research that told them a product was just what their customers wanted, so they developed and launched it....

Learn from this! The best and worst decision made in our years of experience

15 Apr 2023

Contributed by Lukas

We will admit it. We have made mistakes in our lives. It’s only natural that some of the calls you make in your journey are going to be bad ones. Be...

FOMO is a powerful marketing tool, are you making the most of it?

08 Apr 2023

Contributed by Lukas

Did you know that FOMO, or Fear of Missing Out, is a powerful motivator for customer behavior? Organizations today should find ways to leverage the po...

How to improve this most underestimated part of your experience!

01 Apr 2023

Contributed by Lukas

This Podcast produced in partnership with Zuper™. You are probably underestimating the importance of a vital part of your Customer experience. Most...

When brands make silly mistakes: 5 rules guaranteed to ensure your failure

25 Mar 2023

Contributed by Lukas

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 a...

Employee Experience is just a fad stupid! Or is it really the future?

18 Mar 2023

Contributed by Lukas

Fads come and go. From Tamagotchi’s to fidget spinners, we have seen plenty come and go. However, one fad that will never go out of style is treatin...

80% of the companies fail to increase their satisfaction since 2010, why?

11 Mar 2023

Contributed by Lukas

I have been watching the American Customer Satisfaction Index for over 20 years. Many years, there wasn’t anything too surprising in the report. How...

Discover True Value of an MBA: Just a Piece of Paper or a Must Have?

04 Mar 2023

Contributed by Lukas

One of our listeners, Clive Hearst has a bit of pickle he needs our help with today. He wants to know whether he should invest the time and money in g...

The Battle For Customer Attention: How To Come Out On Top

25 Feb 2023

Contributed by Lukas

Time is our most valuable resource. It’s a resource that you aren’t able to get any more of,  no matter what you do, and you are losing more of i...

Critical issue: How to increase your price without losing Customers

18 Feb 2023

Contributed by Lukas

Price increases are part of today’s business environment. Unless you live on the moon, you are experiencing them from your suppliers, too, and will ...

Bad mistake! Is too much choice responsible for destroying my revenue?

11 Feb 2023

Contributed by Lukas

How long does it take to choose a craft beer at a big box liquor store? Four hours.  That’s what it felt like anyway. Why did it feel so long? Too ...

How ChatGPT will massively disrupt many industries and democratize AI

04 Feb 2023

Contributed by Lukas

I have written seven books, countless articles, and tons of keynote speeches, not to mention thousands of emails. As a writer, through and through, I ...

These are the critical questions to see if your segmentation is effective!

28 Jan 2023

Contributed by Lukas

If you have customer segments that read like the drink sizes on a fast-food menu, then this podcast is one you really need. The fact is many organizat...

7 key strategic questions essential for gaining growth in 2023

21 Jan 2023

Contributed by Lukas

It’s a new year so we decided we needed an update.  A few years ago, we gave you some rules for gaining growth. But times have changed, and so the ...

How do I discover if my customer has decided to buy?

14 Jan 2023

Contributed by Lukas

In sales, it can be tough to know when a customer is no longer deciding but already decided—unless, of course, they tell you that out loud. So, it i...

An Authoritative view: Three Pioneers of CX Predict Big Changes in 2023

07 Jan 2023

Contributed by Lukas

Every so often, I get a chance to chit-chat with colleagues of mine about the future of customer experience. This time, my colleagues were pioneers in...

5 rules guaranteed to make you an effective leader

31 Dec 2022

Contributed by Lukas

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 a...

Wow! It's been an interesting year! This is what we have learned...

24 Dec 2022

Contributed by Lukas

The end of a year is always a nice reminder to reflect on time passed. It’s a regular milestone where you can check in on your experiences and remem...

New Year's Resolutions: Why some people win, but most people lose

17 Dec 2022

Contributed by Lukas

Ah, yes! It’s the most wonderful time of the year. When we reflect upon the passing year and make plans for the New Year: what we want to keep, wher...

Want your post to go viral? Here is the secret formula...

10 Dec 2022

Contributed by Lukas

Going viral is the goal of any passionate social media poster. Posting your content and watching as the views and shares grow exponentially is the dre...

Embrace this amazing way Customers evaluate you to gain success

03 Dec 2022

Contributed by Lukas

Customers are fickle. Or at least they appear to be. What once may have exceeded your customer’s expectations one day becomes ordinary the next. Tha...

Don't panic! Here are the many advantages to a recession

26 Nov 2022

Contributed by Lukas

Recession is a natural step in the economic cycle, but it’s easy to get overwhelmed by all of the bad news. When economic downturn occurs, we all fe...

It's time to move your Customers to where you want them to be

19 Nov 2022

Contributed by Lukas

Claire Hillman, a loyal listener, a subscriber to our NL, Why Customers Buy,  and viewer of our podcast on our new YouTube Channel is in a pickle and...

In an increasingly MAD world here are 5 rules for managing uncertainty

12 Nov 2022

Contributed by Lukas

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 a...

Learn how to make influence your new super power today!

05 Nov 2022

Contributed by Lukas

What if we told you that we know how you could develop a superpower? You can. We know you can because the method for it it was developed by a Yale’s...

FEAR! One of the greatest marketing motivators of human behavior

29 Oct 2022

Contributed by Lukas

Neither of us is much of a runner. In fact, to get us to run with any kind of speed would require some motivation—like a tiger chasing us. That’s ...

Despite all my hard work my key performance indicators are not moving! Why?

22 Oct 2022

Contributed by Lukas

This week on our podcast and Intuitive Customer YouTube channel, we address a listener’s “Pickle” with our “I’m in a Pickle” feature. You ...

Incredible! Why so many organizations are missing this massive opportunity!

15 Oct 2022

Contributed by Lukas

Organizations need to embrace that emotional side of their experiences. Not only to design an experience that surprises and delights their customers, ...

Why video is the untapped jewel to greatly enhance your customers experience

08 Oct 2022

Contributed by Lukas

This podcast was created in partnership with Streem   Delta thinks I am a liar.  Or at least it felt like they did on this phone call with me. If we...

How customers memories can be altered and why we all forget things. (Memory Mini series 3/3)

01 Oct 2022

Contributed by Lukas

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.   ...

Loyalty is a function of memory, this is how memories are built. (Memory Mini series 2/3)

24 Sep 2022

Contributed by Lukas

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 categori...

Our behavior is motivated by what we recall, so how are memories formed? (Memory Mini series 1/3)

17 Sep 2022

Contributed by Lukas

Memory is crucial to customer strategy. Understanding customer behavior requires a fundamental understanding of how we access and use memories in our ...

The Big Miss! - How Organizations Overlook the Value of Emotions

10 Sep 2022

Contributed by Lukas

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...

5 rules for a highly successful customer experience implementation with amazing ROI! - A case study

03 Sep 2022

Contributed by Lukas

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 a...

The Myth of Experience

27 Aug 2022

Contributed by Lukas

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 reas...

The future today! How to build a proactive experience to gain growth and save costs!

20 Aug 2022

Contributed by Lukas

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. Unfo...

What is your personality type, and how does this affect your success?

13 Aug 2022

Contributed by Lukas

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 a...

Wow! The world is going crazy! Here are some examples of what NOT to do!

06 Aug 2022

Contributed by Lukas

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...

AI is just opinions written in code! Have you built in AI Ignorance?

30 Jul 2022

Contributed by Lukas

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...

The implications of the Long Tail in todays environment

23 Jul 2022

Contributed by Lukas

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 w...

The cost of living crisis and increase response rates

16 Jul 2022

Contributed by Lukas

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...

How to be funny and use humor in business to your advantage

09 Jul 2022

Contributed by Lukas

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 t...

As brick & mortar retail bounces back where does the future lie?

03 Jul 2022

Contributed by Lukas

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 bouncin...

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

25 Jun 2022

Contributed by Lukas

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 terr...

5 Rules for Effective Customer Research That Make A Difference

18 Jun 2022

Contributed by Lukas

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...

Why too many organizations do not take customer complaints seriously

11 Jun 2022

Contributed by Lukas

We have another business pickle to address. This time it’s with Christine Jones who is having problem with her organization not taking customer comp...

Is the move to self service better for your organization or the customer?

04 Jun 2022

Contributed by Lukas

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 loo...

Do Your Customers Trust You? Here Are Four Secrets to Discover What They Really Think

28 May 2022

Contributed by Lukas

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 ...

The Future of Contact Centers is Enriching Human Interactions. Are You Prepared?

25 May 2022

Contributed by Lukas

The contact center at many organizations doesn’t get the strategic consideration it deserves. My former contact center team at British Telecom seeme...

Are You Really Confused? How You Describe Yourself is Not Seen By Others

21 May 2022

Contributed by Lukas

Verint  is an expert in the Voice of Customer and have been for over 25 years. Their Verint on the Engagement Capacity Gap  report is essential read...

Subscription Model? Is This Really The Best Approach for Me?

14 May 2022

Contributed by Lukas

How many streaming services do you subscribe to? How many products are on Amazon Subscription in your Prime Account? Do you subscribe to satellite rad...

Discovering Hidden Customer Insights in New Places is Critical for Future Success!

07 May 2022

Contributed by Lukas

Customer Science is a vital part of any organization’s future success with their customer experience. The combination of AI, behavioral sciences, an...

5 Rules For Creating Behavioral Experiments That Get Results!

30 Apr 2022

Contributed by Lukas

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 a...

Our Customers Are Always Complaining about Our Prices, What Do We Do?

23 Apr 2022

Contributed by Lukas

Prices will never be low enough for customers. After all, have you ever got a customer survey back that said you should charge more for your product o...

5 Rules of How to Effectively Target Your Critical Customers

16 Apr 2022

Contributed by Lukas

A lot of companies get customer segmentation wrong. Or they got it right, but they did it seven years ago. The fact is that if you have customer segme...

Customer Satisfaction is at 17 year low. These stats tell you why...

09 Apr 2022

Contributed by Lukas

Organizations only pay lip service to CX, and now, we have the numbers to prove it.  From Zendesk’s The Trends Report 2022, you can see a clear di...

Don't do this! Why Do People Fail to Understand Customers’ Real Expectations?

02 Apr 2022

Contributed by Lukas

A common mistake organizations make with their experience is failing to understand customer expectations. This mistake will lead to customers feeling ...

Inflation is going to kill my Customer Experience, what do I do?

26 Mar 2022

Contributed by Lukas

The gas pump is probably where it hurts the most right now. Standing there, watching the total spin by, climbing higher than you ever have seen it bef...

Want to Become an Influencer? Here is the Science Behind How to Do This…

19 Mar 2022

Contributed by Lukas

Social media has brought us a lot of things, but key among them is the “Influencer.” It means a person that can affect how people think and behave...

Forget Everything You Think You Know. This is How to Create Loyal Customers

12 Mar 2022

Contributed by Lukas

Who do you feel loyal to in your life? My money is on your answer being your friends and family. The reason you feel loyal to them is because you have...

How This Incredibly Simple Formula Will Truly Make Customers Say WOW!

05 Mar 2022

Contributed by Lukas

Ever been channel surfing and see a movie playing on broadcast that you own in your digital personal library and been unexpectedly delighted? Have you...

Critical Skill: Learn How to Recognize When People Have Made a Decision

26 Feb 2022

Contributed by Lukas

Do you know when in your experience customers decide to buy from you or not? You should. Otherwise, how can you design an appropriate environment to g...

5 Rules for Successfully Engaging with Senior Executives to Enhance Your Career

19 Feb 2022

Contributed by Lukas

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 a...

Unlocking The Future: How To Use Data To Predict Your Customers Next Move

16 Feb 2022

Contributed by Lukas

The future of customer strategy is providing proactive experiences based on the predicted needs of your customers. The key to unlocking this future is...

Ten Unusual Tips to Ensure Your Company Beats the Odds and Last Over a Decade

12 Feb 2022

Contributed by Lukas

We celebrated a significant milestone this year. It’s Beyond Philosophy’s 20th anniversary. Not only that, but Financial Times also recognized our...

Why Your Measurement is Killing Your Customer Experience And What To Do About It

05 Feb 2022

Contributed by Lukas

Big Data creates big problems. One of the biggest problems is what to do with it now that you have it.  Don’t feel too bad if this is true for your...

The Critical Steps to Ensure Your Program Is Not Seen As Something Soft and Fluffy

29 Jan 2022

Contributed by Lukas

One of our listeners in Finland is in a pickle. Anna wants to operationalize journey mapping to make their Customer Experience more customer centric. ...

Watch Out! We Are in Danger of Repeating the Same Mistakes We Did Last Year!

22 Jan 2022

Contributed by Lukas

I started Beyond Philosophy 20 years ago when Customer Experience was the next big thing; the new concept that was going to change everything in busin...

Is This The Future? Great Practical Examples of the Beginning of the Metaverse

19 Jan 2022

Contributed by Lukas

The metaverse. It is supposed to be a digital world. Some say it will combine social media and virtual reality (VR), like a more complex VR chat. Some...

Stop Making Excuses! COVID Isn't the Reason Customer Experiences Are Declining, This Is...

15 Jan 2022

Contributed by Lukas

Customer satisfaction is low. What’s worse, we can’t just blame COVID for the problem. Sure, COVID is part of it, but, surprisingly, this problem ...

The Big Fail: Why Are You Not Listening to the Voice of Your Product?

12 Jan 2022

Contributed by Lukas

What would it be like if your printer sent you an email to let you know it needed ink? Or if your car could tell you that you need to take it in for t...

My Customer is So Annoying! How to Rationally Decide if the Time Has Come to Sack Them

08 Jan 2022

Contributed by Lukas

We all know that feeling when you see which client is calling and you inwardly groan, What is wrong now? Some customer relationships are more difficu...

Customer Relationships Are a Waste of Time! Is This True? What Do You Think?

01 Jan 2022

Contributed by Lukas

Our listeners have problems and they let us know about it. For our I’m in a Pickle feature on the podcast, Tina in New Zealand wrote to us because t...

Wow, What a Year! What is Our Personal and Business Learning for The Year

25 Dec 2021

Contributed by Lukas

Did you know that customer satisfaction scores are the lowest they have been in the past 15 years? It’s true, and you can’t blame it all on COVID,...