The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
Episodes
Is Father Christmas Real; Why Storytelling is so Incredibly Important
18 Dec 2021
Contributed by Lukas
When I was 25, my mum was proud of the fact that we had never discussed the verity of Father Christmas, which, of course, is not in question. She want...
How to Successfully Change to a Digital Experience and Create ROI
15 Dec 2021
Contributed by Lukas
Imagine that you own a well-known car brand during a global pandemic. No one is coming to the show room to see your dealer’s cars, nor are they brin...
Secrets Revealed: How to Be Distinctive from Your Competition and Win!
11 Dec 2021
Contributed by Lukas
Fernando has a problem that he wants our help solving. In his industry of branding and packaging fast-moving consumer goods, his clients often tell hi...
Are You Winning on Purpose?—The Creator of the "Net Promoter" Tells Us How!
08 Dec 2021
Contributed by Lukas
Fred Reichheld, inventor of the Net Promoter Score® (NPS), sees customers recommendations as an act of love. Recommendations are a chance to provide ...
I am so Frustrated! Customers' Comments Don't Reflect the Score They Give Me. Why?
04 Dec 2021
Contributed by Lukas
I love when listeners write in with their business problems. I don’t love that they have problems, but I love that they share them with us so we can...
New Opportunity: Why Nostalgia is not just a thing of the past, but the present!
27 Nov 2021
Contributed by Lukas
I am happy to announce that I am getting my first electric guitar. Many of you know that also means I am buying my first amplifier, too. The one I hav...
Our Competition is Beating Us, Despite the Fact We Are Better Than Them. Why?
20 Nov 2021
Contributed by Lukas
One of our listeners, Jeanne-Claude, has a problem. He sells a complex product and despite the fact that they have the best one in the industry, the c...
This is the Most Powerful Tool in Your Armory, But Do You Understand Why?
13 Nov 2021
Contributed by Lukas
Scarcity is something are more used to these days, particularly in light of the supply chain problems we see. Scarcity is something we feel when we ar...
The 5 Rules to Dramatically Improve The Way you Deal with Customer Complaints
06 Nov 2021
Contributed by Lukas
The 5 Rules to Dramatically Improve The Way you Deal with Customer Complaints A lot of the behavioral sciences can feel intimidating. However, it does...
I Am Really Frustrated! Why Can’t My Boss See The Need to Change?
30 Oct 2021
Contributed by Lukas
Rachel has a problem. Her boss can’t see the need to change. She is frustrated and doesn’t know what to do. Lucky for her, she listens to our podc...
Is Customer Experience Dying? The Three Pioneers of The Movement Debate
23 Oct 2021
Contributed by Lukas
Back in 1994, Steve Jobs introduced a concept at an Apple conference: that the design of their products should begin at the desired Customer Experien...
Big Controversy: Should We Stop All Certification Now? Join the Debate…
16 Oct 2021
Contributed by Lukas
Total agreement is overrated. Disagreements are good for us. They challenge the status quo and push the standards for improvement. After all, if you o...
The Intuitive Customer Trailer
14 Oct 2021
Contributed by Lukas
Great business insights with a touch of humor, all put over in a clear, easy-to-understand way. Each week we discuss how you can gain and retain mor...
Stumped for New Ideas? This is What is Stopping You
09 Oct 2021
Contributed by Lukas
Do you remember Blockbuster, Circuit City, or Kodak? I ask because these brands are not around anymore. They were once the leaders in their field, the...
5 Rules That Absolutely Build Customer Loyalty
02 Oct 2021
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...
I'm in a Pickle: Will Offering Free Products Increase My Sales?
25 Sep 2021
Contributed by Lukas
We all love to keep what is ours. As soon as we have possession of something, it becomes part of our “endowment,” a fancy word for “our stuff.”...
I'll Be Back! The Phrase We All Want Our Customers To Say…
18 Sep 2021
Contributed by Lukas
Sometimes customers don’t come back. The two biggest reasons that customers do not come back are apathy and rudeness. With either behavior on your s...
Is Your Marketing Inadvertently Damaging Your Customer Focus?
11 Sep 2021
Contributed by Lukas
You probably didn’t mean to do it. You were just trying to market the latest brand effort to your new and existing customer base. You were doing you...
The Hidden Messages That Are Killing Your Culture Without You Knowing
04 Sep 2021
Contributed by Lukas
If you are like most companies, you probably think that you put the customer at the center of everything you do. But do you? There are some critical t...
How Behavioral Science Will Dramatically Increase Your Response Rates
28 Aug 2021
Contributed by Lukas
No one ever sends out an email that they hope no one will read. Well, not on purpose, anyway. No one would go through the trouble of writing, editing,...
5 Rules to Guarantee a Return on Investment (ROI)
21 Aug 2021
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...
200th episode! Which have been the best episodes with the most learning?
14 Aug 2021
Contributed by Lukas
We were excited to reach our 200th Episode of the podcast! In this episode, we look back on six of our favorite podcasts from these first 200 episodes...
Without You Knowing It, People's Impression of You Are Being Influenced - Here's Why
07 Aug 2021
Contributed by Lukas
It all started with Apple's Air Tags. As soon as I heard about them, I knew that they would be exceptional, and I had to have them. But why? I had a...
How to Increase Your Margin. Make Sure Your Pricing is Correct!
31 Jul 2021
Contributed by Lukas
When it comes to your bottom line, pricing your products and services is essential. Price it too low and you can’t keep the lights on. Price it to h...
5 Rules for Building a Successful Customer Experience Team
27 Jul 2021
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...
Is Customer Experience Really The New Marketing? Join The debate!
17 Jul 2021
Contributed by Lukas
In a discussion that echoes the age-old chicken vs. egg conversation sentiment, we engaged in a debate. After meeting a fellow Customer Experience pro...
Your Every Move Is Being Watched! Why Aren't You As Scared As I Am?
10 Jul 2021
Contributed by Lukas
Some of you might know that I am learning to play guitar. However, almost none of you will ever hear my covers of Pink Floyd. In fact, that audience i...
Is Outsourcing Your Customer Experience Really A Good Idea or Just Wrong?
03 Jul 2021
Contributed by Lukas
Maybe it’s a towing service. Perhaps you use an interior designer. It could be that you needed to outsource your call center. Whatever the reason ma...
7 Books That Changed Our Lives, Will They Change Yours? - Essential Summer Reading
26 Jun 2021
Contributed by Lukas
It’s summertime. Do you know what that means? That’s right. It’s time for your summer reading list. I bet you thought you were too old for such ...
5 Rules For Ensuring Behavioral Science Works For Your Business
19 Jun 2021
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...
In the News: 3 Stories That Give Insight to Improving Your Customer Experience
12 Jun 2021
Contributed by Lukas
You might not realize it but the failure of the European Super League in soccer, the pros and cons of vaccine passports, and a brand that took a polit...
Using Science to Ensure your Price is Right
05 Jun 2021
Contributed by Lukas
Pricing strategy on its face doesn’t seem complicated. The goal is to get as high a price as you can to ensure you have enough margin to make a prof...
This Is One of The Most Powerful Marketing Tools: Peoples' Aversion to Loss
29 May 2021
Contributed by Lukas
When I was unsubscribing to a service online, I encountered some resistance. My unsubscribing experience included a detailed accounting of all the fea...
Why You Should Be Proactively Firing Customers Without Hesitation
22 May 2021
Contributed by Lukas
In the early days of my career, I thought the customer was always right. The idea that one should fire a customer sometimes would have sounded like ma...
5 Rules for Managing Your Customer Experience in Business-to-Business
15 May 2021
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...
How Good A Liar Are You Really? Does Lying Affect Your Customer Experience?
08 May 2021
Contributed by Lukas
People lie. I have done it. You have done it. Even your customers have done it. From little white lies that don’t cause any real damage to great big...
The Massive Gap Between Customer Expectations and Organization’s Ability Post Pandemic
01 May 2021
Contributed by Lukas
A massive gap exists. It widens every second between what customers expect and what many organizations can provide as we come out of the COVID-19 pand...
ZERO Cost! How To Use Behavioral Science To Improve Your Customers Experience
24 Apr 2021
Contributed by Lukas
Guess what? We got a suggestion from a listener—and we took it. He asked us if we had any advice for businesses with a small budget on how to use co...
How To Build UNBREAKABLE Relationships With Your Customers
21 Apr 2021
Contributed by Lukas
Brands have a problem sometimes. They get stuck and lose momentum and the ability to respond to changes in the market. Over time that can result in a ...
The 10 Most Effective Ways to Influence Your Customer Behavior
17 Apr 2021
Contributed by Lukas
New Podcast Series: The 10 Most Effective Ways to Influence Your Customer Behavior All of us have two systems of thinking that drive our decision maki...
5 Rules for Successfully Managing Your Company Politics
10 Apr 2021
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...
Discover the Actual Number of People You Can Effectively Manage
03 Apr 2021
Contributed by Lukas
Throughout human history, it seems that around 150 is the number of meaningful relationships any human can maintain. Oxford University's anthropology ...
Sound and Smell: The Crucial Missing Aspect in Your CX Design
27 Mar 2021
Contributed by Lukas
What do the song “Fine Line” by Hootie and the Blowfish and the scent of air conditioning have in common? They are two things my family associates...
BIG Mistake: Are You Seeing Things In Your Customers That Don't Exist?
20 Mar 2021
Contributed by Lukas
You might be surprised to learn that when golf courses make less revenue, Disney World's attendance goes up. You might also find it weird that Mississ...
5 Rules For Making Customers Feel 'Cared For' And 'Valued'
13 Mar 2021
Contributed by Lukas
Ep 178 5 Rules for Making Customers Feel ‘Cared For’ and ‘Valued’ A lot of the behavioral sciences can feel intimidating. However, it doesn’...
Are Vaccine Passports A Key Enabler To Help End The Pandemic Or Not?
06 Mar 2021
Contributed by Lukas
In the UK, there is a lot of talk about how to come out of the pandemic stay-at-home orders now that more people have been vaccinated. The idea of a v...
Why 'Best practice' Stifles Creativity And Is Only For The Gullible!
27 Feb 2021
Contributed by Lukas
We often hear requests for the best practices in Customer Experience. We understand why, too. Who wants to endure trial and error if there is a trie...
Is This The Future Of Events Post Pandemic? (Joe Pine Interview)
20 Feb 2021
Contributed by Lukas
Way back in 1998, I read a book by Joe Pine (@joepine), co-founder of Strategic Horizons, LLP, and Jim Gilmore called The Experience Economy. ...
5 Rules For Changing Your Customer Habits
13 Feb 2021
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...
Is This One of the Most Important New Jobs in Business Today?
06 Feb 2021
Contributed by Lukas
In job descriptions and resumes, there are new required skills for candidate’s resumes in Behavioral Science. These jobs might be the most important...
Are You Proud Or Concerned About Your Digital First Impression?
30 Jan 2021
Contributed by Lukas
You have only half a second to make an excellent first impression with your customers with your digital experience. Per the Electrical Engineering an...
This is the One Thing to Improve Your Customer Experience in 2021
23 Jan 2021
Contributed by Lukas
We recently spoke to Customer Experience experts who shared an interesting insight. They all say they wish people understood that there was no one thi...
New 'World Experience Organization' created - Will Help Us All Be Better In 2021
16 Jan 2021
Contributed by Lukas
No matter what business you are in, the best way to connect with your customers is through the experience you provide them. However, connecting requir...
Vital for 2021 - Digital nudging will revolutionize your CX
09 Jan 2021
Contributed by Lukas
Vital for 2021 - Digital Nudging Will Revolutionize Your CX Whether you realize it or not—and even if you don’t know what they are—you use Digit...
There's light at the end of the tunnel!
02 Jan 2021
Contributed by Lukas
There's light at the end of the tunnel! - Re-imagine your customer experience! There was a time when we thought this moment would never come, but we a...
This is the Most Significant Thing We Learned in 2020!
26 Dec 2020
Contributed by Lukas
This is the Most Significant Thing We Learned in 2020! Like many people, we are not sad to see the year 2020 slip into the past. We look to ringing in...
Designing Country Culture Into Your Global Experience
19 Dec 2020
Contributed by Lukas
Designing Country Culture into Your Global Experience A dull and awkward presentation in Singapore many years ago taught me an important life lesson: ...
If The Stress Is Becoming Intolerable, This is What To Do
12 Dec 2020
Contributed by Lukas
If the Stress Is Becoming Intolerable, This is What to Do If there is one thing 2020 has given all of us, it's a lot of stress. Coping and managing ...
The 5 Rules for Measuring and Managing Customer Emotions
05 Dec 2020
Contributed by Lukas
The Five Rules for Measuring and Managing Customer Emotions A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. ...
Retail Is Broken: Is this the solution?
28 Nov 2020
Contributed by Lukas
Retail is Broken: This is the Solution Some might say that retail is dead, another victim of COVID-19. However, I would argue that it is merely changi...
Digital Transformation Didn’t Work
21 Nov 2020
Contributed by Lukas
Digital Transformation Didn’t Work: This Is What You Should Do Now. Experts estimate that companies wasted around $900 billion in 2018 on failed dig...
What Do The Pioneers of Customer Experience See for The Future
14 Nov 2020
Contributed by Lukas
What happens when you get three Customer Experience Pioneers together to discuss the past, present, and future of Customer Experience? This episode of...
The 5 Rules For Designing A Great Digital Experience
07 Nov 2020
Contributed by Lukas
The 5 Rules for Designing Great Digital Experiences A lot of Behavioral Economics can feel intimidating. However, it doesn’t have to be. The Five Ru...
Diagnosing Customers’ New Behavior During the Pandemic
31 Oct 2020
Contributed by Lukas
When I am shopping on Amazon, and a product has 3.5 stars, I don’t buy it. Now, 3.5 stars isn’t a bad rating; in fact, it’s above average. Howev...
5 Rules for Affecting Real Culture Change
24 Oct 2020
Contributed by Lukas
5 New Rules Guaranteed to Build Trust A lot of Behavioral Economics can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Se...
Small Things That Have a Dramatic Impact on Your Customer’s Experience
17 Oct 2020
Contributed by Lukas
When you bring attention to something, it influences people’s behavior. For example, The food and household goods supplier in the UK, Tesco, was rec...
Getting Inside Your Customers’ Mind
10 Oct 2020
Contributed by Lukas
Like the rest of the world, the Customer Experience world is changing. Customers have new expectations and are doing business in new ways. While we ad...
The 5 Rules for Driving Down Costs in a Customer Focused Way
06 Oct 2020
Contributed by Lukas
The 5 Rules for Driving Down Costs Without Affecting Customers A lot of Behavioral Science can feel intimidating. However, it doesn’t have to be. Th...
How Well Do You Know What You Really Want?
26 Sep 2020
Contributed by Lukas
How Well Do You Know What You Really Want? Have you ever bought a book you thought you should read and then didn't read it? Did you ever buy a variety...
What is Customer Science? Is this the next wave of change?
19 Sep 2020
Contributed by Lukas
I heard a new term that I think has the capability of being the next wave of change in business today. Customer Science. ‘Customer Science’ is the...
Aesthetics: Why this is a vital part of your experience today
12 Sep 2020
Contributed by Lukas
I have the box my iPhone came in. So do many of you, I would guess. Many people keep their iPhone boxes. We keep them for various reasons, and most of...
Why What We Believe Is Sometimes Just Wrong!
05 Sep 2020
Contributed by Lukas
Why What We Believe Is Sometimes Just Wrong! Many sports fans will tell you their team is the best. However, only one of the sports teams wins the cha...
5 New Rules Guaranteed to Build Trust
29 Aug 2020
Contributed by Lukas
5 New Rules Guaranteed to Build Trust A lot of Behavioral Economics can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Se...
This is the BIG Reason You Make Mistakes
22 Aug 2020
Contributed by Lukas
THIS is the Big Reason You Make Mistakes We make a lot of subjective decisions. Without the guide of "right" and "wrong" to direct us, we weigh the pr...
A Really Simple Way of Getting Better Reviews
15 Aug 2020
Contributed by Lukas
Did you know that if you were to write a Customer Experience review on your mobile phone, it would be more emotional than if you did it on your comput...
How To Make Your Experience Easy And Gain Growth
10 Aug 2020
Contributed by Lukas
How to Make Your Experience Easy and Gain Growth I hear things like this when I go into an organization: "We want to delight customers at every mom...
5 Rules for using Behavioral Science in Journey Mapping
01 Aug 2020
Contributed by Lukas
The 5 Rules for Behavioral Journey Mapping A lot of Behavioral Economics can feel intimidating. However, it doesn’t have to be. The Five Rules Po...
Why You Think You Are In Control When You Are Not
25 Jul 2020
Contributed by Lukas
Mastering the Illusion of Control Humans often feel like we have more control over things than we do. Despite overwhelming evidence to the contrary...
The Big Mistake People Make With Artificial Intelligence
18 Jul 2020
Contributed by Lukas
The Big Mistake People Make with AI Business leaders of today have to understand the technology of tomorrow. Specifically, one would be wise to ...
The 5 Rules for Making and Managing Customer Memories
11 Jul 2020
Contributed by Lukas
The 5 Rules for Making and Managing Customer Memories A lot of Behavioral Economics can feel intimidating. However, it doesn’t have to be. The Fi...
Powerful New Way To Reveal How Customers Feel In The Pandemic
04 Jul 2020
Contributed by Lukas
What A Face Mask Can Do for Customer Segmentation Everyone has an opinion about face masks. Some think they help stop the spread of COVID-19; some ...
Grasp The Opportunity The Pandemic Brings To Unlock Growth
27 Jun 2020
Contributed by Lukas
Never Let a Good Crisis Go To Waste I am fond of an old saying that goes like, "Never let a good crisis go to waste." Part of the reason I like it ...
Create Outstanding Memorable Experiences That Drive Value
20 Jun 2020
Contributed by Lukas
General Show Notes: Have you ever driven a long way to a vacation, perhaps with kids in the backseat, and heard the whining query, "are we there ye...
The 5 Rules to Managing How Your Customers Make Decisions
13 Jun 2020
Contributed by Lukas
The 5 Rules to Managing How Your Customers Make Decisions A lot of Behavioral Economics can feel intimidating. However, it doesn’t have to be. Th...
Customer Waiting: The Psychology Of How To Manage For Great Results
06 Jun 2020
Contributed by Lukas
Have you ever picked a line at the store only to realize that you chose the longest, most slowly moving line? Have you ever waited forever to receive ...
The Dark Art of Creating Magic in Brands
30 May 2020
Contributed by Lukas
Business as usual is anything but usual today. How things will change in the “new normal” and what you can do to manage it is almost anyone’s gu...
The Surprising Power of Ideas That Don’t Make Sense
23 May 2020
Contributed by Lukas
The Surprising Power of Ideas That Don’t Make Sense Part 1 If you go into business, you probably have checked out what the competition is doing f...
Post Pandemic Silver Lining: Are You Grasping This Incredible opportunity?
16 May 2020
Contributed by Lukas
Post Pandemic Silver Lining: Are You Grasping This Incredible opportunity? As everything starts to open, what is the silver lining of the pandemic?...
Practical Advice on How to Influence People
09 May 2020
Contributed by Lukas
General Show Notes: Practical Advice on How to Influence People: 6 Key Principles Many years ago, Robert Cialdini introduced the principles of i...
What You Should Learn From This Poor Practice
02 May 2020
Contributed by Lukas
I hate my cable providers. That’s right, providers is plural. I have two different providers, one in the UK and one in Florida, and they both provid...
Why Are People Behaving So Good & Bad, During The Pandemic
25 Apr 2020
Contributed by Lukas
Understanding Human Behavior During the Pandemic, and What to Do About it Let us begin by wishing you all our best during these unprecedented times...
Are You Overpricing Your Product & Services?
18 Apr 2020
Contributed by Lukas
There is a lovely mirror leaning against the wall in my garage in England. My wife thinks we should sell it. I think we should give it away, to which ...
7 Mistakes Organizations Make When Trying To Gain Growth
11 Apr 2020
Contributed by Lukas
I don't know if it's age talking here, but it probably is. Life becomes a lot clearer as you go on. I am at the point where I feel comfortable telling...
How Small Changes Can Alter Customer Behavior
04 Apr 2020
Contributed by Lukas
Loss Aversion teaches us that people like to gain things, but that they like hanging on to what they have even more and feel losses much more profound...
How Apple Uses Psychology To Construct An Outstanding Experience
28 Mar 2020
Contributed by Lukas
What You Should Learn from Apple’s Outstanding Experience I am a huge fan of Apple products. If there were already a waiting list for the next iP...
Controlling The Controllable – Covid-19: How To Deal With Customers
21 Mar 2020
Contributed by Lukas
A global pandemic wasn’t in your plans this quarter. However, we see an opportunity to enhance your relationships with customers in this global cris...
Are You Using This Valuable Marketing Tool For Growth?
18 Mar 2020
Contributed by Lukas
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 ev...
Exclusive Research Reveals Fascinating New Trends
16 Mar 2020
Contributed by Lukas
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....
Are You Making This Big Mistake?
07 Mar 2020
Contributed by Lukas
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 misi...
Are Customer Complaints Profitable?
29 Feb 2020
Contributed by Lukas
Research in Harvard Business Review last year suggested that some companies with poor customer service are terrible on purpose to wear out disgruntled...