Stay Ahead of Your Competition with New Advances in CX Marketing
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
Release Date: 01/20/2019
Privacy vs. Personalization: Striking the Right Balance to Drive Success
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
Personalization is an excellent tactic for your marketing efforts. However, only some people like this personalization; some feel they're being watched. Therefore, it is important to remember that context and who's doing the personalizing matter. Picture this: Colin’s at his go-to fishing store, Discount Tackle. The manager knows him, we chat, and he recommends a lure. Even though Colin can snag it cheaper elsewhere, the personalized touch keeps him coming back. We've all got our versions of this – the local diner, your loyal barber, or maybe a small biz that fuels your...
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Do You Really Understand Your Customer's Hidden Motivation? Here's How to Do This...
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
Customer emotions heavily influence experiences and motivate actions, yet these motivations are often hidden, even from the customers. Organizations must uncover these hidden motivations to serve their customers better. The "Jobs to Be Done" framework, popularized by Clayton Christensen at Harvard Business School, provides a lens through which to view customer motivations. , Founder and Managing Director of , emphasizes the importance of aligning customer experiences around the idea of jobs to be done, helping organizations grow faster by understanding what customers seek to achieve...
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Is Ghosting Killing Your Sales? Here's How To Overcome It
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
Colin has been ghosted. He was surprised, considering he is married and has been for decades. However, his ghosting experience didn’t come from a romantic partner but a professional one. Since ghosting appears to be spreading into many interactions, we thought we should discuss it here. Ghosting, where someone suddenly stops communicating, has become more common, thanks to technology making it easier to cut off contact. It often happens online, like in dating apps, leaving one wondering what went wrong. Even social invitations are not immune. Despite sending...
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Revealed! The Silver Bullet of How to Improve Your Customer Experience
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
"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 will fix our problems, whether for weight loss, financial growth, or, in Colin’s case, for playing the guitar. The problem is that there isn’t one for CX improvement. Or guitar, frankly. Achieving mastery in guitar isn't about shortcuts—it's...
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Master the Art of Staying Cool: 5 Rules to Handle Customer Crises
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
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 happen to them or that they will be able to manage it when it does with their business-as-usual approach. They are wrong. It will, and they won’t. Others think they do have a plan, even if they came up with it when the main method of...
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Overcoming Gridlock in Decision Making: Unraveling the Paradox of False Consensus
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
Have you ever come across the Abilene Paradox? It's when everyone agrees to do something that no one really wants to do. 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 wanted to go. They all thought everyone else wanted to go, so they reluctantly agreed. Politeness led them to a hot, dusty adventure that none of them enjoyed. This reminded me of a recent experience. I had plans with friends, but as the weekend neared, I wasn't up for it. I...
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How to Measure the Hidden Impact on ROI of Evoking Customer Emotions
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
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 the bottom line. Emily Davidson wanted to know how to determine the value of her Customer Experience initiatives, a challenge many in the field face. So, she asked us—and we were glad to tell her. What Emily needs is the insight provided by our Emotional Signature...
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Psychology of Buying: Why 'Mental Accounting' is Critical to the Decision to Buy
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
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 advancements in payment technologies like contactless cards or smartphone transactions, the potential exists for these methods to generate even less discomfort than traditional credit cards. So, how can businesses leverage these insights into payment methods to...
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The Ethical Roadmap: 5 Rules for Business Ethics from Academia
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
Exploring ethics is challenging. Given its abstract nature, it is a tough subject for learning and discussion. That said, we never falter in the face of a challenge. We developed five principles of professional ethics we believe are vital to revisit periodically. Are they rigid guidelines? Do they offer absolute answers? Are they timeless? Not quite. Ethics evolve over time, and what's acceptable today might not be so in the future. Nevertheless, ethics, much like any skill, can be nurtured, honed, and enhanced. It's intriguing...
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How to Connect With Your Customers on an Emotional Level and Drive Brand Loyalty
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
Practicality is essential. Great ideas you can’t do anything with in the real world are a waste of time. Bob Black, one of our avid podcast listeners, likes our concepts about eliciting particular customer emotions. But he doesn’t know how to do that in practical steps. So, this episode gives them to him. Bob isn’t alone. Numerous organizations struggle with eliciting specific emotions in their customers. While most acknowledge the significance of customer emotions in shaping experiences, many falter when asked about the particular emotions they aim to evoke....
info_outlineStay Ahead of Your Competition with New Advances in CX Marketing
This podcast discusses the five areas you can address that will change the results you get with your Customer Experience. With a focus on these five key actions, you will not only improve your Customer Experience, but you can also get a jump on the competition in the new year.
5 CX Concepts to Keep You Ahead of the Competition
- Focus on the ROI of CX improvement.
Having a record of your return on investment (ROI) for Customer Experience programs is vital. An increase in sales is excellent. But not all ROI is sales-based. You can have an increase in your NPS (Net Promoter Score, which indicates your customers will recommend you to family and friends). You could also see improved Customer Satisfaction ratings, which are great for building a foundation for loyalty. Another area where ROI is apparent is in the costs you save by providing an improved Customer Experience.
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- Segment your customers into personas.
People are driven to act by different things, which vary based on life stage, demographic, and personal attributes. Grouping or segmenting your customers based on their behavior is an excellent way to segment your customer base. Then, creating personas that represent these groups help your team understand the concept. With the persona’s characteristics to guide them, your team delivers an experience that appeals to each persona at an emotional level, which is the basis for creating customer loyalty.
- Use Digital Transformation as an enhancement, not a replacement.
Digital channels provide a new opportunity for your Customer Experience. However, too many companies approach digital transformation with an aim to cut costs and often cut away programs that are currently working in their experience.
Working toward a digital transformation should only lighten the load on other channels, not replace them.
- Embrace but manage your use of AI to enhance the experience.
Artificial intelligence (AI) is an up and coming enhancement to Customer Experience that can allow you to anticipate your customers wants and needs. Combined with the power of customer personas, you can target customers right when they are considering a buying decision. However, exercise caution wielding this powerful new tool. When used too efficiently, it can damage customer relationships and cross over to the creepy side faster than you think.
- Measure customer emotions, but in real time with facial recognition.
The success of any Customer Experience program rests on how the experience makes the customer feel. Facial recognition technology provides insight into how customers feel at the moment of the experience. New applications of it in Customer Experience can provide data that was previously unavailable at a large scale about how your moments in the experience make a customer feel.
To hear more about how to apply these five concepts to your Customer Experience, listen to the episode.
The Intuitive Customer podcasts are designed to explain the psychological concepts behind customer behavior.
If you would like to find out from one of our CX consultants how you can implement the concepts we discussed in your organization’s marketing to improve customer loyalty and retention, contact us at www.beyondphilosophy.com.
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