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

Jan 29, 2022

One of our listeners in Finland is in a pickle. Anna wants to operationalize journey mapping to make their Customer Experience more customer centric. Perhaps more importantly, she wants these improvements to prove practical and effective rather than viewed as a “soft and fluffy” exercise that is not practical for...

Jan 22, 2022

I started Beyond Philosophy 20 years ago when Customer Experience was the next big thing; the new concept that was going to change everything in business. The last big thing, Customer Relationship Management (CRM), was old news. After all, everyone had one at that point. 

Now, in 2022, I see the next big thing:

Jan 19, 2022

The metaverse. It is supposed to be a digital world. Some say it will combine social media and virtual reality (VR), like a more complex VR chat. Some say it will be the next level of online interaction where anything can happen. Others are confused by what it is and what it means. Some call it Mark Zuckerberg’s pipe...

Jan 15, 2022

Customer satisfaction is low. What’s worse, we can’t just blame COVID for the problem. Sure, COVID is part of it, but, surprisingly, this problem has other causes. 

Not only that, but a recent report from the American Customer Satisfaction Index (ACSI) suggests that only 30 percent of companies tracked by ACSI...

Jan 12, 2022

What would it be like if your printer sent you an email to let you know it needed ink? Or if your car could tell you that you need to take it in for transmission service? Or if your refrigerator could tell the repair professional what was wrong with it before you ever said a word? 

Sound like a futuristic take on...