Episodes
We hope you enjoy today's show. If you do, could vote for us in the People's Choice Podcast Award? It doesn't take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks very much. Cheers!   To vote, please click here.   I am grumpy about customer experience these days. Recently, I vented a bit of my frustration on LinkedIn and asking has the world gone mad? This realization came with a bunch of different things in my life as a customer went wrong, from gate...
Published 08/06/22
We hope you enjoy today's show. If you do, could vote for us in the People's Choice Podcast Award? It doesn't take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks very much. Cheers!   To vote, please click here.   Artificial Intelligence (AI) is an incredible technology with potential to shape the future of humanity. However, it is fundamentally flawed. Who messes it up? That’s right, human programmers.    The common misconception is that AI is a pure...
Published 07/30/22
We hope you enjoy today's show. If you do, could you vote for us in the People's Choice Podcast Award? It doesn't take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks very much. Cheers!   To vote, please click here.   There is a compelling and interesting Sci-Fi show on Netflix called “The OA.” But I don’t recommend watching it.    I wouldn’t watch it because this show was victim of outdated broadcast content strategy in a streaming-dominated world of...
Published 07/23/22
We hope you enjoy today's show. If you do, could vote for us in the People's Choice Podcast Award? It doesn't take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks very much. Cheers!   To vote, please click here.   Usually, we have one pickle per podcast. However, today’s podcast has two pickles per podcast. Sure, it’s still The Intuitive Customer Podcast, just now with an extra pickle.    Our first pickle comes from Jane, who works at a large...
Published 07/16/22
When I was still a lad, around 10, I brought home a school report that read, “Colin is the class clown.” I am still proud of that report card to this day. Humor is an essential part of life and, surprisingly enough, business. There are numerous ways to use humor to your advantage in your customer strategy.     You might have heard the phrase, “Laughter is the best medicine.” That’s because it is. There are many health benefits of laughter. Laughter reduces tension and increases trust in...
Published 07/09/22
I was recently out and about and thought how happy I was that the pandemic was behind us. Many people must feel the same way because retail is bouncing back after two terrible years. However, it’s not bouncing back to the way it was before. Customers have changed how they want things and organizations should take advantage of how a physical and virtual experience work together in their customer strategy.    Bjorn contacted us with this very question. He has a business pickle that he wants...
Published 07/03/22
Breakthrough thinking: Why do we believe things that are not true?   There was a car brand several decades ago in the UK called ŠKODA. It was a terrible car, much like Yugo was in the US. However, they have changed their image and today, my son wants to buy one. I told him the jokes we all used to have about ŠKODA and their low-quality construction (What do a ŠKODA and a baby have in common? They never go anywhere without a rattle.)    My son doesn’t care. His perception is that they are...
Published 06/25/22
Podcast Summary A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. 5 Rules for Effective Customer Research That Make A Difference Customer research is an essential part of any organization’s customer strategy. However, it requires more than emailing a customer survey out over seven years or so. Customer research requires...
Published 06/18/22
We have another business pickle to address. This time it’s with Christine Jones who is having problem with her organization not taking customer complaints or the Voice of Customer program seriously.    We have been there. Ryan once worked at a grocery store that had a suggestion box that he never once in all the years he worked there saw opened. He suspects that no one even had the key anymore.    Colin’s corporate employer engaged in a pricey customer survey every year, listened to the...
Published 06/11/22
Your Customers Want Self-Service, and Here’s What You Need to Know about Why   You bend over backwards to provide helpful customer service. You look for the best team members, with the right attitude and aptitude to take care of your customers in every way.    What it means to “take care” of customers is changing. So, while a focus on customer service is a sound and proven strategy, it could be what your customers want most is for your employees to leave them alone. Customers would rather...
Published 06/04/22
How do you know if someone trusts you? Is it how they talk to you? How much time do they spend with you? What do they say about you when you aren’t around? We might argue the answer is D, all of the above. Plus, there are many other behaviors people have that indicate they trust you. Moreover, these things are true whether we are talking about people in your personal life or customers on your sales reports.  All this talk about trust is because of Bob. As you may remember, some of our...
Published 05/28/22
The contact center at many organizations doesn’t get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense. As a result, their team was always pressured to streamline staffing, coached to be as efficient as possible with multiple priorities, and designed to generate the least amount of cost.  These measures weren’t bad business principles, but they also didn’t send the best signal to the...
Published 05/25/22
Verint  is an expert in the Voice of Customer and have been for over 25 years. Their Verint on the Engagement Capacity Gap  report is essential reading for experience professionals today. Fleischaker emphasizes the critical nature of ensuring that you don’t overlook Voice of Customer data, which is crucial part, so you can optimize the relevance of the insights you get from it. Key Ideas to Improve your Customer Experience Here are a few key moments in the discussion: 03:59  08:07   12:51...
Published 05/21/22
How many streaming services do you subscribe to? How many products are on Amazon Subscription in your Prime Account? Do you subscribe to satellite radio? How about music streaming? I think you get the point. We subscribe to everything. Subscriptions are as normal today as texting or drinking $6 versions of coffee that we can make for ourselves at home.  Subscriptions have a lot of appealing features to customers. In the U.S. Food and Beverage report by Attest, a consumer research platform,...
Published 05/14/22
Customer Science is a vital part of any organization’s future success with their customer experience. The combination of AI, behavioral sciences, and data is a powerful way to gain insight into your customers behavior so you can provide a proactive and perfect experience for them.  But how good is the data you are feeding it? And are you feeding ALL your data into the mix? If our experience tells us anything, it’s that you probably aren’t, which can degrade the quality of the insights...
Published 05/07/22
A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. Experiments serve as the gold standard for determining causality. If we create them correctly, we know that an action we take makes something else happen and there isn’t any other explanation.  That is, if we create them correctly. Even in my corporate career I realized...
Published 04/30/22
Prices will never be low enough for customers. After all, have you ever got a customer survey back that said you should charge more for your product or service? Have you ever written that yourself as a customer? Of course you haven’t! Who would? As you may remember, some of our listeners write in to our “I’m in a Pickle” feature of the podcast. This week we consult Peter about his business-to-business (B2B) customers that push back on price. Peter’s company is not the cheapest, nor do they...
Published 04/23/22
A lot of companies get customer segmentation wrong. Or they got it right, but they did it seven years ago. The fact is that if you have customer segments that were constructed before February 2020, you probably need to do it again. Things have changed dramatically over the past couple of years, and the customer behavior shared by your customer segments is one of them.  One of the biggest problems that I see in customer segmentation, besides timeliness, is that the categories do not get into...
Published 04/16/22
Organizations only pay lip service to CX, and now, we have the numbers to prove it.  From Zendesk’s The Trends Report 2022, you can see a clear dichotomy between what people say they will do and what they will actually do regarding CX.   You should read the whole report, but for starters, here are some stats I was surprised to learn (or maybe not surprised as much as interested to see it in print): 73% of business leaders reported a direct link between customer service and business...
Published 04/09/22
A common mistake organizations make with their experience is failing to understand customer expectations. This mistake will lead to customers feeling unhappy and disappointed—two emotions I guarantee won’t contribute to your customer-driven growth.  Expectations are a form of Reference Point, which people use to compare and evaluate experiences. The expectations are rational, emotional, and sensory, and are an essential companion for customers as they walk your customer journey, making them...
Published 04/02/22
The gas pump is probably where it hurts the most right now. Standing there, watching the total spin by, climbing higher than you ever have seen it before brings home the acute pain of today’s inflation rate. Never mind that housing and health care have much higher cost increases over the past decades…that gas price per gallon is hard to take.  Inflation has been rising steadily across the board for the past few months. So much so, that experts, who were not concerned in the beginning are...
Published 03/26/22
Social media has brought us a lot of things, but key among them is the “Influencer.” It means a person that can affect how people think and behave about things related to their area of interest or expertise. We have influencers that can teach us about makeup, sports books, stock picks, customer strategy (ahem) and, of course, wood working. (It’s a thing, I promise).  There are many reasons that the idea of an influencer is critical to marketers today. First of all, it is an excellent way to...
Published 03/19/22
Who do you feel loyal to in your life? My money is on your answer being your friends and family. The reason you feel loyal to them is because you have an emotional relationship with them. They might do things you don’t like sometimes, usually at the holidays, that drive you crazy. However, you don’t sever ties over it.  The same emotional connection happens in business relationships. Also, like your personal relationships, they can weather a little bad news without ending them. However, for...
Published 03/12/22
Ever been channel surfing and see a movie playing on broadcast that you own in your digital personal library and been unexpectedly delighted? Have you ever then watched that movie, commercials and editing and all, even though with very minimal effort you could watch that movie from streaming without any of that stuff?  This episode explains why you were so happy to find the movie and why it was better to watch it that way rather than stream it yourself. It’s related to the idea of...
Published 03/05/22