The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
Episodes
The hidden success for brands in the future
22 Feb 2020
Contributed by Lukas
Where AI Meets CX: The Remarkable Future for Humanizing Brands Artificial Intelligence (AI) will transform the customer experience in many ways in ...
A Glimpse To The New Trends In Humanizing Technology
15 Feb 2020
Contributed by Lukas
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...
Secrets Revealed: This is How You Get Growth!
08 Feb 2020
Contributed by Lukas
This is The New Imperative for 2020 Our global Customer Experience consultancy engaged research at the end of 2019 to determine our direction for...
Discover This Powerful Marketing Technique to Gain Growth
03 Feb 2020
Contributed by Lukas
Discover This Powerful Marketing Technique to Gain Growth How you present information has a significant effect on how your customers perceive the m...
Discover This Powerful Marketing Technique to Gain Growth
03 Feb 2020
Contributed by Lukas
Discover This Powerful Marketing Technique to Gain Growth How you present information has a significant effect on how your customers perceive the m...
The Secret of Pricing
25 Jan 2020
Contributed by Lukas
The Secret of Pricing Academia has a problem with names. They are not always, well, intuitive. Hyperbolic Discounting is an excellent example of a per...
Avoid this massive mistake being made with AI
22 Jan 2020
Contributed by Lukas
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 bo...
1 in 4 Will Lose Their Job in 2020
18 Jan 2020
Contributed by Lukas
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 20...
How to Get Customers to Yes
11 Jan 2020
Contributed by Lukas
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 w...
How to Ensure You Make Good Decisions
04 Jan 2020
Contributed by Lukas
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...
Our Most Important Learning in 2019
28 Dec 2019
Contributed by Lukas
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 ...
What is Important in 2020?
21 Dec 2019
Contributed by Lukas
What is Important in 2020? Yogi Berra, the New York Yankees Coach once said, “Predictions are hard, especially about the future.” Predictions can ...
Critical: The Strength Of Customer’s Emotion
14 Dec 2019
Contributed by Lukas
Why the Strength of Customer’s Emotion is Critical Customers’ emotions are a critical part of Customer Experience. Our research shows that over...
Gift Giving To Gain More Business - Does It Work?
11 Dec 2019
Contributed by Lukas
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 busi...
How To Influence Your Customers Perception of Price
07 Dec 2019
Contributed by Lukas
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. Anchorin...
The 7 Telltale Signs of a Company NOT Committed to Customers
30 Nov 2019
Contributed by Lukas
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 cus...
What is Really Happening on Black Friday?
23 Nov 2019
Contributed by Lukas
What is Really Happening on Black Friday? It’s that time of year again: Black Friday sales are next week. A US tradition, Black Friday was named for...
How to Market Yourself
20 Nov 2019
Contributed by Lukas
Marketing Yourself We usually talk about how you should use the principles of brand management to deliver excellent Customer Experience. However, bran...
Tribalism: Are You In with The In-Crowd
16 Nov 2019
Contributed by Lukas
Tribalism: Are You In with The In-Crowd? As humans, the need to belong is essential to us. Most of us have a deep need to feel we are part of a broade...
What Affects Customers Perception of Price?
09 Nov 2019
Contributed by Lukas
People know an expensive brand when they see one. They also can spot a discount retailer at fifteen paces. So, why do they get it wrong so often? They...
Are We Talking Ourselves Into A Recession?
02 Nov 2019
Contributed by Lukas
Are We Talking Ourselves Into a Recession You hear it all the time on financial media. “Consumer Confidence is low.” It describes how people think...
The Secret of Measuring Customer Emotions
26 Oct 2019
Contributed by Lukas
Unless you serve robots exclusively, your customers are humans. Human feelings influence our actions and drive customer behavior. Therefore, you must ...
Insights to understanding Customer Habits
23 Oct 2019
Contributed by Lukas
Understanding Customer Habits: A Practical Guide Habits can be excellent or terrible for your Customer Experience. When it is the customer’s habit t...
What is the Secret of Airbnb?
19 Oct 2019
Contributed by Lukas
What is the Secret of Airbnb? I would never be an Airbnb host. Having a stranger staying in my house doesn’t fit with my personality. That said, t...
A practical guide to Customer decision making
12 Oct 2019
Contributed by Lukas
A practical guide to Customer decision making When the Nobel-prize winning economist professor Daniel Kahneman wrote his book Thinking Fast and Slow, ...
Case Study: How RICOH Printers Improved their NPS® by 40 points
05 Oct 2019
Contributed by Lukas
Case Study: RICOH Printers (Canada) I spend a remarkable amount of time complaining about how organizations get things wrong with Customer Experienc...
The Key To Successful Marketing Communications
28 Sep 2019
Contributed by Lukas
The Key to Successful Marketing Communications There are a lot of people that do not know the difference between Marketing and Advertising. Many peopl...
How To Overcome Organizational Silo’s To Make Progress
21 Sep 2019
Contributed by Lukas
How To Overcome Organizational Silo’s To Make Progress In The Fellowship of the Ring, Gandalf the wizard calls all the creatures of Middle Earth—t...
Is Any Attention Good Attention?
14 Sep 2019
Contributed by Lukas
Is Any Attention Good Attention? I like Oscar Wilde. His best quote is, “There is only one thing in life worse than being talked about, and that i...
Customer Satisfaction Continues Declining
11 Sep 2019
Contributed by Lukas
Customer Satisfaction is Declining in the UK! A new report by the Institute of Customer Service indicates that Customer Satisfaction is declining in t...
How and Why We Stereotype People
07 Sep 2019
Contributed by Lukas
How and Why We Stereotype People and Things Stereotyping is not considered a good thing, certainly not in politically correct circles. However, our ab...
The Secret of Creating an Effective Customer Experience (CX) Strategy
31 Aug 2019
Contributed by Lukas
The Secret of Creating an Effective Customer Experience (CX) Strategy What is the experience you are trying to deliver to your customers? This is on...
The Secret of Creating Loyal Customers
24 Aug 2019
Contributed by Lukas
I have a few things that drive me crazy in the business world. In this episode of The Intuitive Customer, we are going to talk about how organizations...
Discover Your Relationship Types and How to Use Them
17 Aug 2019
Contributed by Lukas
Relationship Types and How to Use Them We act differently in our various relationships. We have a way we operate at work or school; we act a certain w...
The Secret Of CX Measurement
10 Aug 2019
Contributed by Lukas
Are You Using the Right Measures? Measuring your progress for your Customer Experience strategy is an essential aspect to your program’s success. No...
Why Some Friction In Your Experience Is Good
07 Aug 2019
Contributed by Lukas
Why Some Friction is Good We owe you an apology. Even though the lawyers say we shouldn’t say this, we feel we might have misled you on the subject ...
A Practical Guide To Evoke Emotions In Customers
27 Jul 2019
Contributed by Lukas
How Customer-Facing People Should Evoke Emotions in Customers I have always thought that talking about how to do something was important, but not as i...
Facebook Fines: Is Their Culture To Blame?
24 Jul 2019
Contributed by Lukas
Can We Trust Facebook? Upon reflection of Facebook’s latest privacy violation and $5 billion fine, one must wonder whether we can trust Facebook. Af...
How to Manage Company Politics
20 Jul 2019
Contributed by Lukas
When I worked in the corporate world, people often asked me what I did all day. Facetiously, I would say that I played chess. While it was meant to be...
How Choice Architecture Can Revolutionize Your Experience
13 Jul 2019
Contributed by Lukas
Choice architecture is a significant factor in buying decisions you make every day. From how they stock the buffet line to how likely you are to donat...
The Vital Art of Creating Memorable Messaging
06 Jul 2019
Contributed by Lukas
The Vital Art of Creating Memorable Messaging When we make buying decisions, we usually are choosing from a short list of options. Our memory assemb...
How Can We Measure Customer Emotions in Our Digital World
29 Jun 2019
Contributed by Lukas
How Can We Measure Customer Emotions in Our Digital World When you think about the Olympic medalists on the podium during the awards ceremony, who do ...
Customer Journey Mapping Using Behavioral Science
22 Jun 2019
Contributed by Lukas
Customer Journey Mapping Using Behavioral Science Journey mapping is how organizations look at the customer journey, or the steps a customer would tak...
How to Understand Customers Preference
15 Jun 2019
Contributed by Lukas
How to Understand Customers Preference Have you ever noticed how some people put a lot of letters after their names in their signatures and bylines? S...
Happy Employees Make Happy Customers
08 Jun 2019
Contributed by Lukas
Happy Employees Make Happy Customers When your employees are happy, they are more likely to make your customers happy. Common sense dictates that this...
Why Are We Scared of New Technology?
01 Jun 2019
Contributed by Lukas
Why Are We Scared of New Technology? We have some exciting new technology for CX. Facial recognition technology and facial expression analysis yield...
The Massive Importance of Memory in a Customer’s Experience
25 May 2019
Contributed by Lukas
The Massive Importance of Memory in a Customer’s Experience Customer loyalty is a function of customers’ memories. That is to say, customers don’...
Creating a Frictionless Experience
18 May 2019
Contributed by Lukas
Creating a Frictionless Experience As a global customer experience consultant for nearly two decades, I have never heard a customer say, “Gee! I w...
Are You Managing This Key Driver of Poor Experience?
11 May 2019
Contributed by Lukas
We don’t like uncertainty. It affects our lives in many ways, and especially as customers. Consider the fact that we buy insurance. We purchase peac...
Why Are Insignificant Things So Significant?
04 May 2019
Contributed by Lukas
Why Are Insignificant Things So Significant? Have you ever had the feeling that something about a buying experience didn’t feel right? Chances are i...
What Customer Emotions Drive the Most Value
27 Apr 2019
Contributed by Lukas
What Customer Emotions Drive the Most Value 15 years ago, in Munich, I was asked a question I couldn’t answer when presenting to an insurance compan...
Is Facial Recognition Creepy or Is It Just the Future?
20 Apr 2019
Contributed by Lukas
Is Facial Recognition Creepy or Is It Just the Future? Technology can analyze people’s facial expressions and determine what emotion they feel. It’...
Why Too Much Choice is a Bad Thing
13 Apr 2019
Contributed by Lukas
People like choices. They just don’t like choosing, at least not when there are too many options. However, if you give people the option of shopping...
Being the Guardian of Your Service Culture
06 Apr 2019
Contributed by Lukas
Being the Guardian of Your Service Culture Keeping up your culture of customer service is not easy. Leadership in many organizations find maintaining ...
Brand Or Customer Experience - what comes first?
30 Mar 2019
Contributed by Lukas
Brand Or Customer Experience - what comes first? The ubiquity of brands is undeniable. With the constant exposure to them, we all feel like we know...
How to Manage Uncertainty
23 Mar 2019
Contributed by Lukas
How to Manage Uncertainty My team is the Luton Town Football Club. I heard the manager say about the team that you have to control the controllable. I...
Customers Are Irrational! Why? What Can We Do About It?
16 Mar 2019
Contributed by Lukas
Customers Are Irrational! Why? What Can We Do About It? Many times, when I talk about irrationality in customer behavior, people in the business-to-bu...
How To Create Innovative Service
09 Mar 2019
Contributed by Lukas
One thing many positive Customer Experience stories people tell have in common is they involve a moment that surprised and delighted customers. Custom...
The Tools To Use To Create Actionable Measures
02 Mar 2019
Contributed by Lukas
A significant influence on your Customer Experience outcome is how customers feel during your experience. In our global Customer Experience consultanc...
How To Measure Authentic Customer Emotions In Real Time
23 Feb 2019
Contributed by Lukas
There is a big challenge when measuring customer emotions as you are asking customers how they felt in an experience, as this is done retrospectively,...
How Customers Make Complex Decisions In A World of Constraints
16 Feb 2019
Contributed by Lukas
We often discuss the Intuitive and Rational System and how they work together to help customers make decisions. The Intuitive System is automatic and ...
How Successful Retailers Win in Endless Disruption
09 Feb 2019
Contributed by Lukas
Organizations do not have the luxury of focusing solely on operations these days. Over the past decade, retail as an industry has changed. To survive,...
How to Create A Financial Times Award-Winning Consultancy from Scratch
06 Feb 2019
Contributed by Lukas
Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). This was voted on by clients...
The One Thing You Need to Change
02 Feb 2019
Contributed by Lukas
Psychological theories help explain why people do what they do. As customer experience consultants we believe when you are working on a Customer Exper...
The BIG Dangers For ‘Customer Experience’ in 2019 - Expert Debate
26 Jan 2019
Contributed by Lukas
The Customer Experience Industry is suffering from a lack of results. Or perhaps it might be more accurate to say, it is suffering from a lack of proo...
Stay Ahead of Your Competition with New Advances in CX Marketing
20 Jan 2019
Contributed by Lukas
Stay Ahead of Your Competition with New Advances in CX Marketing This podcast discusses the five areas you can address that will change the results ...
Are You A Risk Taker?
13 Jan 2019
Contributed by Lukas
Are You a Risk Taker? We all have varying levels of risk tolerance. When we shy away from risk, we call that risk-aversion. This episode of The Intu...
4 Easy Ways To Get Started Using Behavioral Economics
06 Jan 2019
Contributed by Lukas
There is an abundance of theory in behavioral economics which can seem overwhelming. How can Marketing and Customer experience teams start using it to...
Christmas And New Years Message
29 Dec 2018
Contributed by Lukas
Thanks for all your support! Please do a review and tell your friends and colleagues about the podcast.
Why is Academic Research So Impenetrable?
22 Dec 2018
Contributed by Lukas
There is a great deal of information in academia that can help your business, but how do you access it? How do you read it? How can you apply this to...
Why Customer Experience is Dying (And What To Do About It)
15 Dec 2018
Contributed by Lukas
It seems from two recent surveys that despite all the money and resources that have been ploughed into improving Customers Experience, this is not h...
Are You Making Intuitive Or Rational Decisions?
08 Dec 2018
Contributed by Lukas
There are two key ways people make decisions: intuitvely or rationally. We discuss why this is important to designing your customer experience and ho...
Understanding Customer's Mental Budgets
01 Dec 2018
Contributed by Lukas
Customers tend to partition money and resources into different categories and this affects their spending patterns. What are the implications of this...
How to discover what REALLY drives value for you $$$
24 Nov 2018
Contributed by Lukas
There is a big difference between what customers say they want and what they buy. For example, Disney know that when they ask their customers what th...
Key stats to prove your ROI - It's About The ROI Stupid!
17 Nov 2018
Contributed by Lukas
What are the best statistics to help you prove ROI for your customer experience program? These are the best statistics that will help you create ROI....
Digitial Transformation - The Opportunities And Problems And How To Overcome Them
10 Nov 2018
Contributed by Lukas
We all know the retail landscape is changing. But what should it be changing to? What are the opportunities and problems? Colin and Ryan interview Am...
How Customers Make Rules for Themselves
03 Nov 2018
Contributed by Lukas
Customers make rules for themselves that help them in their buying decisions. Some of these rules are common to many people. Some are specific to ind...
Why Customers Want You To See What They Consume
27 Oct 2018
Contributed by Lukas
Some people spend a great deal on money on expensive products just so they can be seen using them. Other people buy very cheap items. Both of these g...
Seven Key Strategic Questions Critical to Improving Your Customer Experience - Bahrain CX Conference
20 Oct 2018
Contributed by Lukas
To improve your customer experience it is vital you address these seven key strategic questions. Colin reveals these questions at a keynote conferenc...
How To Make Your Experience Convenient
13 Oct 2018
Contributed by Lukas
What are the six strategies for making your experience convenient? Colin and Ryan interview Shep Hyken, Customer Service and Experience expert about ...
Creating and Sustaining a Customer Centric Culture
06 Oct 2018
Contributed by Lukas
To improve your customer experience you must also become much more customer centric. How do you do this? What should we focus on? Colin and Ryan disc...
How Other People Sell Your Product
29 Sep 2018
Contributed by Lukas
How can other people make you sell a product? How do reviews influence customer behavior? How should you design your experience? Colin and Ryan discu...
Are You Using this Powerful Sales Technique?
22 Sep 2018
Contributed by Lukas
We all want to sell more, so how do we do this? Are you using this powerful sales technique? The best organizations are, the worse, not so much. Lear...
How Does Time Of Day Affect How Much We Sell?
15 Sep 2018
Contributed by Lukas
Does the time of the day that you sell or deal with your customers affect how much they buy or how they see your customer experience. The answer is y...
How To Measure Customer Emotions
08 Sep 2018
Contributed by Lukas
How do we measure a feeling? What emotions should we be measuring? Where and when should we be measuring them? Colin and Ryan discuss what is best pra...
Why People Don't Say What They Mean?
01 Sep 2018
Contributed by Lukas
Many times, people do not say what they mean or what they are thinking. Why is this? What are the implications on a customers experience? In this spe...
How Do I Evoke Customer Emotions?
25 Aug 2018
Contributed by Lukas
Colin Shaw and Prof. Ryan Hamilton explore the study of customer emotions and how they influence customer experience and tendencies to buy. Explore th...
Understanding the Rules of Customer Decision Making
18 Aug 2018
Contributed by Lukas
Colin Shaw and Prof. Ryan Hamilton discuss how to understand the rules of customer decision making. If you don't know how customers make decisions you...
Why Most Segementation Is Wrong
11 Aug 2018
Contributed by Lukas
Colin Shaw and Prof. Ryan Hamilton explore customer segmentation strategies. It's amazing that most organization's segmentation is so basic. In today'...
Why Customer Experience Programs Fail
04 Aug 2018
Contributed by Lukas
Colin Shaw and Prof. Ryan Hamilton discuss why customer experience programs fail. The episode explores the key issues and why too many CX programs fai...
Are You Using This Communication Tool To Best Effect?
28 Jul 2018
Contributed by Lukas
Colin Shaw and Prof. Ryan Hamilton explore how positioning your message is critical in communications from a leadership and marketing perspective. How...
Why Do Customer Emotions Matter?
21 Jul 2018
Contributed by Lukas
Colin Shaw and Prof. Ryan Hamilton discuss how emotions drive customer behavior. So, what is an emotion? How are they evoked? How can you deliberately...
Are You Making The Most Of Scarcity As A Marketing Strategy?
14 Jul 2018
Contributed by Lukas
We discuss the key principle of scarcity with guest Professor Kelly Goldsmith, Ph.D., Professor of Marketing at Vanderbuilt University. Kelly is a beh...
Understanding Customer Basic Instincts
07 Jul 2018
Contributed by Lukas
Many drivers of human behavior can be traced back to caveman days. Colin Shaw and Prof. Ryan Hamilton explore what they are, how you can identify them...
How Small Things Influence Customer Behavior.
30 Jun 2018
Contributed by Lukas
Colin Shaw and Professor Ryan Hamilton discuss non-conscious influences: What are subliminal messages? How do they affect your behavior? Can we use th...
Moving Customers From Indifference to Recommendation
23 Jun 2018
Contributed by Lukas
Are your customers indifferent to you? Colin Shaw and Professor Ryan Hamilton discuss what it means if they are...and how can you move them to recomme...
Why Don't Customers Buy After They Say They Will?
16 Jun 2018
Contributed by Lukas
Why do customers tell you they will buy your service, but then don't? Are they deliberately trying to trick organizations? Colin Shaw and Professor Ry...
How To Ensure Your Customers Buy From You Habitually?
09 Jun 2018
Contributed by Lukas
Do you want your customers to buy your product or service over and over again? If you do, you need them to form a habit. Colin Shaw and Professor Ryan...
Critical Steps For a Successful CX Implementation
02 Jun 2018
Contributed by Lukas
All the theory is great but implementing a successful CX program is vital. Colin Shaw and Professor Ryan Hamilton discuss exactly how do you do that.....
How to Avoid Customer Defection
26 May 2018
Contributed by Lukas
All too often organizations suddenly see customers leave and have no idea this was going to happen. Colin Shaw and Professor Ryan Hamilton discuss how...