When striving for the next level of Customer Experience, it is critical to understand how your customers make decisions. However, it’s probably not happening the way you think it is. As Customer Experience Consultants, we see our clients presume that customer...
As I perused the menu at a restaurant recently, my waiter came over and casually mentioned that the salmon had been really popular and they were about to run out. I ordered it on the spot! This was entirely instinctive and irrational behavior on my part. I had no idea...
You want your Customers to buy from you – obviously! Therefore it is critical that you make things easy for them. So how do we do that? Well firstly you need to understand what easy means from a more psychological perspective. In a previous blog we learnt that...
How we feel affects how we behave. Understanding the connection between our feelings and our decisions is an essential foundation for creating customer loyalty and retention. If you aren’t sure this is true, then ask yourself: would I open a Yahoo email account today?...
We all have habits. Some of them are good, and some, well, aren’t. But for good or ill, habits drive our behavior every day, and even more so when we are customers. In my latest book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the...
