Customer Satisfaction Continues Declining

by podcast on September 11, 2019

Customer Satisfaction is Declining in the UK!

A new report by the Institute of Customer Service indicates that Customer Satisfaction is declining in the UK. Earlier this year reports from both Nunwood and Forrester, two firms entrenched in the Customer Experience movement, presented similar sentiments. All of this disappointing news about the state of Customer Experience makes one wonder what is going on in business today?

We decided to ask the expert Joanna Causon, CEO of the Institute of Customer Service what she thought the problem was with Customer Satisfaction. Moreover, we asked her why we are seeing the results we are and what we can do about it moving forward.

podcastCustomer Satisfaction Continues Declining

How and Why We Stereotype People

by podcast on September 7, 2019

How and Why We Stereotype People and Things

Stereotyping is not considered a good thing, certainly not in politically correct circles. However, our ability to do it is hard-wired into our brains, and it doesn’t only apply to people. We can stereotype an organization, too.

Let’s say you need to name a type of business that is frustrating across the board. My first thought is internet service providers, aka, the cable company. No matter which carrier you have, you probably have a beef with your service (or lack thereof) or with at least some part of your Customer Experience.

However, stereotypes work the other way, too. If you were to name a business where the representatives were universally excellent, you could do that, also, like a spa. Another example could be candy stores that hand out free samples.

This episode of The Intuitive Customer explores how and why we create these stereotypes and what purpose they serve in making decisions. We also take a close look at what happens in an experience that can put you into a stereotyped group—and what to do about it if that stereotype is hurting your bottom line.

Stereotypes are the product of a shortcut in thinking, or heuristic, called Representativeness. The Representative Heuristic is how our brains look for ways to group separate entities and associate them with characteristics so we can make quick and straightforward decisions.

For example, when I ask you on a scale from one to ten of how likely it is that I am a male model, what is the first thing you do? You probably think of how male models look and then compare that mental image to my profile pic to determine what number you would give me. The “male model” entity you compare me to is an example of Representativeness.

(For the record, I don’t need to know what number you gave me. It was only a way to demonstrate the process for the heuristic.)

Now, heuristics work pretty well most of the time, which is why we use them. However, heuristics are not foolproof. It is here where heuristics fail that decision scientists focus their interest. Usually, the Representative Heuristic fails when you reach the extremes, and you forget about how probability works.

Listen to the podcast in its entirety to learn more about How and Why We Stereotype People and Things for your Customer Experience.


The Intuitive Customer podcasts are designed to explain the psychological concepts behind customer behavior.

If you would like to find out from one of our CX consultants how you can implement the concepts we discussed in your organization’s marketing to improve customer loyalty and retention, contact us at

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podcastHow and Why We Stereotype People

The Secret of Creating an Effective Customer Experience (CX) Strategy

by podcast on August 31, 2019

What is the experience you are trying to deliver to your customers? This is one of our key questions we ask organizations when we consult with them. It seems a very simple question and yet in reality, the answer is very strategic and critical to moving your CX to the next level. What is surprising is most organizations do not know the answer to this question! Be clear, everyone thinks they know the answer, but in reality every part of the organization does what they think is the right thing. Marketing, Sales, Customer service, Finance, IT, etc. all do what they think is the right thing, but it is not aligned, it is different and as a result the Customer is confused, there are overlaps and gaps in the experience. This leads to re-work, overlaps, gaps and all this costs money. More importantly, the Customer looks at your organization as a whole and ends up being frustrated. This does not build Customer loyalty.

podcastThe Secret of Creating an Effective Customer Experience (CX) Strategy

The Secret of Creating Loyal Customers

by podcast on August 24, 2019

I have a few things that drive me crazy in the business world. In this episode of The Intuitive Customer, we are going to talk about how organizations often define loyalty, and why I think they have it all wrong.

It makes me upset when I think about it. Many, if not most, companies believe that when a customer gives you all their business, it means they are a loyal customer. After all, isn’t that what we all want, all the business our customers have to give? If they are giving it to us, then they must be loyal right?

podcastThe Secret of Creating Loyal Customers

Discover Your Relationship Types and How to Use Them

by podcast on August 17, 2019

Relationship Types and How to Use Them

We act differently in our various relationships. We have a way we operate at work or school; we act a certain way in public and another way with our friends and family. The difference is the type of relationship we have with the other people involved. This variance in behavior is also at work in our relationships as customers.

In this episode of The Intuitive Customer, we explore how our relationship with customers affects how we interact with them. For this episode, we characterize relationships into two types, Relational and Transactional. You might think that one is better than the other, but it is not the case.

podcastDiscover Your Relationship Types and How to Use Them

The Secret Of CX Measurement

by podcast on August 10, 2019

Are You Using the Right Measures?

Measuring your progress for your Customer Experience strategy is an essential aspect to your program’s success. Not only will it show if your program is working to provide an excellent experience for your customers, but it also shows what customers really value, which can be an elusive thing to discover.

In this episode of The Intuitive Customer, we discuss the importance of measuring Customer Experience correctly. We invited Don Peppers, bestselling author, business strategist, and engaging keynote speaker to joins us to share his wisdom on the subject. With 11 books on marketing and Customer Experience, he had much to add to our discussion about the best way to handle Customer Experience measurement.

podcastThe Secret Of CX Measurement