by podcast | Mar 16, 2019 | The Intuitive Customer Podcast - CX Podcasts
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-business (B2B) arena tune out. However, this is a mistake. All customers are irrational, whether they are making...
by podcast | Mar 9, 2019 | The Intuitive Customer Podcast - CX Podcasts
One thing many positive Customer Experience stories people tell have in common is they involve a moment that surprised and delighted customers. Customer loyalty consultants refer to it as Innovative Customer Experience, and it is the key to getting your customers to...
by podcast | Mar 2, 2019 | The Intuitive Customer Podcast - CX Podcasts
A significant influence on your Customer Experience outcome is how customers feel during your experience. In our global Customer Experience consultancy, we say that emotions are over 50 percent of a Customer Experience. For good or ill, customer feelings have a...
by podcast | Feb 23, 2019 | The Intuitive Customer Podcast - CX Podcasts
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, a while after they had the experience. Many times, Customers don’t remember how they felt or, for several...
by podcast | Feb 16, 2019 | The Intuitive Customer Podcast - CX Podcasts
We often discuss the Intuitive and Rational System and how they work together to help customers make decisions. The Intuitive System is automatic and emotional, and the Rational System is deliberate and logical. What we don’t usually share is that by academic...
