by podcast | May 25, 2019 | The Intuitive Customer Podcast - CX Podcasts
The Massive Importance of Memory in a Customer’s Experience Customer loyalty is a function of customers’ memories. That is to say, customers don’t choose your experience over another; customers choose the memory of your experience over another....
by podcast | May 18, 2019 | The Intuitive Customer Podcast - CX Podcasts
Creating a Frictionless Experience As a global customer experience consultant for nearly two decades, I have never heard a customer say, “Gee! I wish that buying process was just a little more complicated!” Why? All customers want their experiences to be...
by podcast | May 11, 2019 | The Intuitive Customer Podcast - CX Podcasts
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 peace of mind that we are covered if something unlikely (and terrible) happens. Likewise, we buy Powerball tickets in...
by podcast | May 4, 2019 | The Intuitive Customer Podcast - CX Podcasts
Why Are Insignificant Things So Significant? Have you ever had the feeling that something about a buying experience didn’t feel right? Chances are if you did, you didn’t buy the product or service. Most times, how a purchase feels is a driver for our...
by podcast | Apr 28, 2019 | The Intuitive Customer Podcast - CX Podcasts
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 company. The person asking understood what I was saying about evoking the proper emotions in a Customer Experience. No,...
