by podcast | Mar 23, 2019 | The Intuitive Customer Podcast - CX Podcasts
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 quite like that phrase and I believe it is the key to managing uncertainty in your business for your customers. Now,...
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...
