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The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth

Mar 23, 2024

"What's the one thing we need for a stellar Customer Experience?" 

 

If we had a dollar for every time clients asked us this, we’d, well, have quite a few dollars. 

 

The question is understandable. This unspoken desire for a silver bullet solution echoes across industries. We all want a silver bullet solution that...


Mar 16, 2024

You will have a customer crisis. We apologize for being so direct, but the fact is customer crises are inevitable.  When it does happen, will you be able to navigate it to an acceptable outcome? Do you have a comprehensive approach?

 

We doubt it. Few organizations do. 

 

Most think a customer crisis isn’t going to...


Mar 9, 2024

Have you ever come across the Abilene Paradox? It's when everyone agrees to do something that no one really wants to do. 

 

Jerry B. Harvey coined "The Abilene Paradox" based on a family incident. They ended up driving 50 miles each way across the scorching Texas desert to Abilene for dinner, even though none of them...


Mar 2, 2024

A hidden impact exists regarding your experience management return on investment (ROI). It is often overlooked because it lurks between a specific moment in a customer process and the behavior resulting from it. However, uncovering and understanding this hidden impact is critical for comprehending its implications on...


Feb 24, 2024

Have you ever noticed that spending cash is harder than using a credit card? You are not imagining things. Different payment methods carry varying degrees of discomfort when used. 

 

Cash tends to have the most painful impact, followed by checks. Credit cards offer a lesser discomfort than cash or checks. With...