How To Overcome Organizational Silo’s To Make Progress

by podcast on September 21, 2019

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—the elves, dwarves, men, and hobbits— to a council. Their goal is to determine what to do with the Ring that threatened to end life as they knew it. Gandalf reasoned that since the Ring was a problem for all of Middle Earth, everyone should be involved.

A Customer Experience Council (CX Council) follows Gandalf’s lead. Although, to be sure, the stakes are a little lower. Your goal with the CX Council is to gain alignment of actions toward a common goal, improving Customer Experience, a vital but not (middle) Earth-shattering purpose. 

This episode of The Intuitive Customer discusses the CX Council and how to create one for your organization. We also take a look at what their objectives should be and how to set up your meetings. The CX Council is designed to help you get everyone on board with your Customer Experience goals.

A CX Council is a team of people that represent all the different departments of your organization, from Marketing to Sales to Customer Service to Operations. Each member of the team determines how to adapt their actions to align the other departments and improve the Customer Experience. Best of all, it is inexpensive from a balance sheet perspective, so senior management is usually on board with your plan.

It was in my role at British Telecom as Customer Experience Manager that I first saw the importance of a CX Council. My program affected all the departments, but none of them were doing the same things to get to where we needed to go. Moreover, they operated so independently, like silos, that they often stepped on each other’s toes.

I realized that if I wanted to improve the Customer Experience, I needed everyone marching in the same direction toward the same goal. I also knew to do that effectively, I needed all of their buy-ins. I was from these epiphanies that the idea for a CX council was born.

Over the years in our global Customer Experience consultancy, we have learned a thing or two about CX councils, what works, and, perhaps most importantly, what doesn’t. This podcast explores the details and shares critical information about how to make them useful in your organization.

Plus, it doesn’t involve anyone fighting an Orc or walking up the side of an active volcano, so, how can you afford not to listen to it?


The Intuitive Customer podcasts help you take your Customer Experience to the next level by unlocking the “hidden” aspects of your experience and determining what really drives value for your customers.

To find out more about how your organization’s marketing can improve customer loyalty and retention, contact us at

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podcastHow To Overcome Organizational Silo’s To Make Progress

Customer Satisfaction is Declining in the UK. Is the US Next?

by Colin Shaw on September 19, 2019

In January, I was surprised and disappointed that research from Nunwood and Forrester, two significant firms in the Customer Experience movement, showed that Customer Experience was flatlining. Unfortunately, the recent UK Customer Satisfaction survey echoes those findings, indicating that it has fallen over the past couple of years, from 78.2 to 77.1. 

Joanne Causon, CEO of the Institute of Customer Service, joined me on our podcast about this downward trend in Customer Satisfaction. Today’s business world is increasingly focused on automation and AI. Colson believes that in these times, human interaction and service takes on a renewed value for your Customer Experience. 

Colin ShawCustomer Satisfaction is Declining in the UK. Is the US Next?

Stereotypes: The Hard-Wired Way Our Brains Make Decisions

by Colin Shaw on September 13, 2019

I’ve got a hypothetical question for you. On a scale of one to ten, how likely is it I am a male model? 

Now before you destroy my self-esteem with your answer, I have a follow-up question. How did you come to that determination? 

The answer to that question is the subject of this post and a recent podcast, and it involves the Representative Heuristic. This psychological principle could have a significant influence on how customers behave in your Customer Experience

Colin ShawStereotypes: The Hard-Wired Way Our Brains Make Decisions

The 5 Essential Practices for Your Customer Experience

by Colin Shaw on September 11, 2019

Because we have frequent thunderstorms and power outages in my Florida home, I recently decided to buy an uninterruptible power supply for my electronics. I’ve had good experiences with Apple products so I first checked to see if Apple made that sort of thing. They didn’t, so I set about comparing and contrasting the models that were available.

I quickly got lost in technical specifications, so I decided that I would choose based on how long the power supply would last. This wasn’t because that was in fact the most important criteria, it was simply something I could understand!

My experience illustrates the nature of customers: irrational, intuitive, driven by past memories and factors that seem irrelevant. We need to consider these traits when designing a Customer Experience to create most value. There are, then, five behavioral economics practices that are essential if you want to improve your customer experience. We discussed these on a recent webinar I hosted for Freshworks, the second in a series titled  ‘Five behavioral economics practices to enhance your customer experience’.


Colin ShawThe 5 Essential Practices for Your Customer Experience

The Surprising Reason That Tactics Alone Don’t Get the CX Job Done

by Colin Shaw on September 6, 2019

There is a difference between strategy and tactics when you’re trying to solve a business problem. Most people jump straight to tactics and implementation, because it is the concrete stuff, the stuff that we can start doing now. Too few business people step back and think about the larger strategy. However, strategy is essential to ensure that all your tactics are not a waste of time. 

Customer Experience Strategy was the subject of a recent podcast. We determined that when it comes to strategy, organizations could benefit from the answers to the following questions:

Colin ShawThe Surprising Reason That Tactics Alone Don’t Get the CX Job Done

Revealed: The Two Secrets to Customer Loyalty

by Colin Shaw on September 2, 2019

Do you know what drives me mad? When organizations talk about loyalty, what they mean is, “the customer gives me all of their business.”

Customers giving you all their business isn’t customer loyalty on its own. They could give it to you out of habit, or because you are a monopoly. It could also be a product of their apathy.

Customer loyalty is more than automatic or indifferent behavior.  Understanding Customer Loyalty and the secrets to creating it is vital to your Customer Experience.

We discussed the two secrets to Customer Loyalty in a recent podcast. We revealed the secret of creating loyalty and gave examples of how it benefits your relationship with customers—and all that business you want of theirs.

Colin ShawRevealed: The Two Secrets to Customer Loyalty