Aug 31, 2019

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

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...

Aug 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...

Aug 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...

Aug 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...

Aug 7, 2019

Why Some Friction is Good

We owe you an apology. Even though the lawyers say we shouldn’t say this, we feel we might have misled you on the subject of friction in your Customer Experience strategy. We have been telling you to make your experience as easy as possible, and you should. However, there is some merit to...