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

Oct 26, 2019

Unless you serve robots exclusively, your customers are humans. Human feelings influence our actions and drive customer behavior. Therefore, you must design a Customer Experience that makes your customers feel a way that drives value for your organization.

In our global Customer Experience consultancy, we have said...

Oct 23, 2019

Understanding Customer Habits: A Practical Guide

Habits can be excellent or terrible for your Customer Experience. When it is the customer’s habit to buy from you, then there is not a problem. However, when it goes the other way, well, let’s just say some habits are meant to be broken.

Understanding what habits are...

Oct 19, 2019

What is the Secret of Airbnb?

I would never be an Airbnb host. Having a stranger staying in my house doesn’t fit with my personality. 

That said, there are a lot of people that would do it. Airbnb has over seven million listings in 100,000 cities worldwide and reported revenues of $1 Billion (with a b) in the second...

Oct 12, 2019

A practical guide to Customer decision making

When the Nobel-prize winning economist professor Daniel Kahneman wrote his book Thinking Fast and Slow, he introduced the concept that we had two ways of thinking about things. He named them System 1 and System 2. The two systems work together to help us make decisions about...

Oct 5, 2019

Case Study: RICOH Printers (Canada) 

I spend a remarkable amount of time complaining about how organizations get things wrong with Customer Experience. However, not every cause is lost. Some companies get their Customer Experience right, and we can all learn a lot from their journey.

In our global Customer Experience...