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

Colin doesn't sit in aisle 13 when he flies on an airline. It's silly but true. He also fancies his red knickers on days when he is speaking in front of large crowds. While this errs on the side of too much information, it also foretells the topic of this week's episode: superstitions and how they influence our decisions as customers and otherwise. Many of us hold on to irrational beliefs that are common sense, even when they defy logic. Airlines, for instance, often skip row 13 because of widespread discomfort with the number, including Colin's, despite no real reason to avoid it. But how do these seemingly irrational habits affect customer behavior, and what can businesses learn from them? Customers often engage in superstitious practices, particularly when they feel powerless over a situation. Colin recounts a story of Asian customers choosing construction equipment based on serial numbers they considered lucky. In this case, selecting a machine wasn't just about quality or functionality but also about seeking control over the unknown. Humans are pattern-seeking creatures. Our minds are hardwired to find connections between things, even when none exist. Superstitions help people feel like they have some control, which influences customer behavior. While some superstitions, like avoiding row 13, are passed down culturally, others are more personal. For example, the host tells a story about football fans ordering fries at a pub, believing it would help England score a goal. While everyone knew it wasn't logical, the collective belief became a fun ritual. Superstitions also manifest in business. Companies sometimes hold onto outdated practices with no rational basis. The host shares an example of an advertising agency insisting on a six-word phrase at the end of ads, not because of any research but simply because "that's how it was always done." These business practices, like customer superstitions, can become embedded over time without questioning their effectiveness. In this episode, we discuss why businesses should understand and acknowledge that customers and companies aren't always logical. We also explore how accommodating these irrational beliefs can lead to better customer experiences. Rather than dismissing superstitions, companies can work with them to create a more comfortable and personalized environment for their customers. Additional things you'll learn in this episode: How mental models shape customer behaviors The connection between biases and superstition in decision-making Why businesses often cling to irrational processes How to spot and eliminate unnecessary "superstitious" practices in your company Ways to accommodate and even leverage customer superstitions for a better experience

Hurricane Debbie dumped 17 inches of water in Colin's home. It was a traumatic experience, from wading through the murky water to the neighbor's house—hoping not to encounter the alligators that usually hang out nearby—to watching a team of 12 recovery professionals sweeping through and gutting what remained inside after the water subsided. The experience has been emotionally draining, especially since they didn't have flood insurance, making the cost of repairs overwhelming. It exposed the emotional nature of these circumstances and reminded us of what is important when treating a distressed customer. This episode explores the Customer Experience lessons learned along the way. The story begins with the frantic search for help after the flood. With no time to gather multiple quotes, a friend recommended Servpro, a disaster recovery company. While Servpro did a great job, one small misstep—using the term "demolition"—upset the host's wife, highlighting the importance of language and empathy in high-stress situations. Despite the upsetting circumstances, Colin and his wife appreciated the team's professionalism and sympathy. We also touch on a less positive customer service experience with the cable company. While their technician was helpful and empathetic, the initial process during the phone call didn't consider the host's extreme situation. The rigid, unempathetic procedure highlighted how companies, like the cable provider, can improve by empowering their employees to handle unique circumstances flexibly. While getting coffee, the lack of empathy from a cheerful barista served as another example of how businesses can fail to acknowledge customers going through difficult times. While we recognize that coffee chains do not specialize in disaster recovery, it was still a missed opportunity for them to show empathy in a moment requiring more than routine friendliness. A frustrating visit to a self-storage facility was another eye-opener. The company had implemented a tablet/virtual receptionist system, which lacked the human touch, particularly during hurricane season when people needed help the most. Companies should be prepared to offer a more hands-on, empathetic approach to meet heightened demands during extraordinary times. The episode is a call to action for companies to build flexibility and empathy into their Customer Experience strategies, especially during times of crisis. Businesses that show genuine concern for their distressed customers during challenging times will create loyal customers for life, while those who don't may lose them. In this episode, we also dive into: The emotional toll of disaster recovery and its impact on Customer Experiences. How language choice can impact a customer's emotional state. The importance of empowering employees to handle unique customer situations. Why self-service solutions may fail in high-stress scenarios. The critical role empathy plays in building customer loyalty, especially during crises.

Tim Waterton, Chief Revenue Officer of HappyOrNot®, discusses the art of gathering actionable customer insights. He emphasizes the importance of real-time feedback collection, arguing that capturing impressions right after experiences yields the most accurate data. Waterton distinguishes between customer feedback and reviews, revealing that both serve unique purposes. He advocates for concise, engaging surveys over traditional methods and highlights the need for a balanced approach to both positive and negative feedback to truly understand customer experiences.

One of the benefits of being in business and academia for years is that we have a lot of experience running workshops. This episode is a brain dump of all the stuff you won't learn in a book but is critical to the successful outcome of your program. The first and perhaps most critical step is breaking the ice. By setting a relaxed and open tone, you ease participants into the session, ensuring they're ready to engage. A simple question at the start can do wonders—something as quirky as asking attendees to share something strange about themselves. This activity breaks down barriers and injects some fun into the proceedings, setting the stage for a lively and productive workshop. As a facilitator, it's vital to approach the workshop without a predefined answer or outcome in mind. Your role is to guide participants in finding solutions, ensuring participants take ownership of the results. This approach fosters a deeper connection to the material and encourages lasting change. For instance, when working with a client like Maersk Line, the world's largest shipping company, it's important to ask the right questions and provide tools rather than answers. This method leads to better results and enhances the participants' sense of accomplishment. Also, flexibility is key when it comes to planning your workshop. While having an agenda is important, adjust it as discussions evolve, allowing for deeper exploration of ideas and ensuring that everyone is on the same page. Similarly, consider the group dynamics when dividing attendees into smaller teams. Mixing personalities and ensuring a balance of perspectives can prevent dominant voices from stifling creativity and lead to more innovative solutions. In this episode, we dive into these essential strategies for leading a workshop that leaves a lasting impact. Drawing from years of experience, we explore practical tips to ensure your workshops are engaging, effective, and memorable for all participants. If you listen, you will also learn the following: Ryan wrote a script for Broadway, and Colin is married to his stepsister. No, really. How to effectively manage group dynamics by balancing personality types and seniority levels. The importance of having a clear goal for the workshop and aligning all activities towards achieving it. Why off-site workshops can prevent distractions and boost creativity. The significance of determining the ideal team size for different workshop activities. Techniques to ensure follow-through on workshop outcomes back in the workplace. The impact of physical space on group energy and interaction during the workshop.

Claire Dunwood has a pickle. She wants to know how to manage rising customer expectations with fewer resources than she used to have. This episode seeks to help her—and you—do exactly that. It's pretty common to hear problems like this today. Responding to rising expectations is easy when there is no limit to the resources you can throw at it. Doing that same thing on a budget is a different kettle of fish. We kick off by exploring how expectations form. Expectations for experiences, even for those we've never had, are often built from adjacent or similar experiences, drawing on memories, media, or past interactions. Therefore, customers have preconceived notions about how their interactions with your brand will unfold, even before they've engaged with you. Claire noted that customer expectations seem to be constantly rising. Effective management of rising expectations requires identifying which aspect of the expectations is rising—rational, emotional, or sensory—and whether it aligns with your business goals. We discuss the importance of focusing on the aspects that drive the most value for customers rather than trying to meet every rising expectation. A key takeaway is the importance of focusing on what matters most to your customers, as highlighted by the Blue Ocean Strategy. This approach suggests excelling in the most important areas to your customers and letting go of everything else. Knowing your customers well is essential, as it helps you decide which expectations to meet and which to disregard, ensuring that you spend your resources wisely. In this episode, we share practical strategies for managing customer expectations, including understanding customer needs, proactive communication, setting clear boundaries, maintaining consistency, and leveraging technology. These strategies help balance the demands of rising expectations with the reality of limited resources. In this episode, we also talk about: The formation of customer expectations from adjacent experiences The categorization of expectations into rational, emotional, and sensory The concept of outcome-based prioritization when resources are limited The role of transparency and proactive communication in managing expectations How to decide whether certain customers are worth the effort based on their expectations and profitability Examples of businesses effectively setting and exceeding customer expectations The importance of staying agile and responsive to customer feedback

Graham Hill, Ph.D., an expert in CRM and customer experience, dives into the transformative power of personalization fueled by AI. He reveals how personalization ranges from mass communications to highly individualized content, significantly boosting customer engagement. Hill highlights that personalized messages can be up to nine times more effective and warns against the pitfalls of over-personalization. He emphasizes the importance of clear objectives and a job-centered approach to enhance customer satisfaction while integrating data meaningfully.

Excuses can be as entertaining as they are frustrating, especially in customer service. From tradespeople crafting outrageous justifications during renovations to companies shifting blame for faulty products, the exploration of excuse-making reveals deeper psychological motivations. The podcast discusses the stark difference between excuses and genuine reasons, alongside the pitfalls of confirmation bias and fundamental attribution error. Through humorous anecdotes and real-world examples, it emphasizes accountability and transparency as crucial for building trust.

In this discussion, Daniel Bisett, partner and CXO at WeRock DM and a marketing professor at UT McCombs, dives into the ethics of urgency in marketing. He shares insights from 'The Social Dilemma', examining how scarcity tactics can lead to anxiety and hasty decisions among consumers. Bisett argues for the importance of building trust through genuine value rather than manipulation. The conversation also touches on the ethical implications of behavioral science in marketing, challenging the industry's tactics and emphasizing the need for transparency and human dignity.

In this episode, we dive deep into the concept of empathy and its significance in Customer Experience Management. We challenge common perceptions of empathy, explore its connection to emotional intelligence, and examine how both concepts can enhance your experience management efforts. We begin with a discussion on the importance of Emotional Intelligence (EQ), referencing some compelling statistics: Emotional intelligence influences 58% of job performance. 90% of top performers at work have a high EQ score. The demand for EQ skills is projected to grow six-fold in the next three to five years. Employees with empathetic leaders report a 76% increase in engagement and a 61% boost in creativity. Restaurants managed by individuals with high EQ see a 22% annual profit growth. EQ interventions in the workplace can reduce employee turnover by 63%. 75% of Fortune 500 companies have utilized EQ training tools. Our guest, Sandra Thompson, an emotional intelligence coach from Ei Evolution, shares her insights on empathy within the context of EQ. She emphasizes the necessity of using empathy skills, which involve asking questions and truly listening to understand another person's feelings and interpretations, rather than projecting our own emotions onto their experiences. We also explore the idea that traditional empathy might be too contextual, as emotions are personal and can lead to misunderstandings if the emotional context differs. Thompson's concept of "walking in the customer's shoes" is dissected, with the notion that while some shared experiences can foster empathy, unique contexts might still cause disconnects. We break down empathy in emotional intelligence into three approaches: bad (not caring), good (walking the experience as if you were a customer), and better (experiencing as a customer and asking questions to understand their feelings). This layered approach is essential for effective experience management and creating genuine connections with customers. In this episode we also explore: The impact of empathy on job performance and employee engagement. How empathy and emotional intelligence can reduce employee turnover and increase profitability. The role of emotional intelligence in leadership and its effect on creativity. Strategies for developing and implementing emotional intelligence skills in the workplace. Real-life examples of how empathy and EQ improve customer experiences. The importance of self-awareness in emotional intelligence and managing personal emotions. Practical tips for enhancing empathy skills through active listening and inquiry. Sandra Thompson Contact Details. Website: www.eievolution.com LinkedIn: https://www.linkedin.com/in/cxeisandra/

In this episode, we challenge the conventional wisdom of customer-centricity and discuss why firing a customer is sometimes necessary. While it may seem counterintuitive, knowing when to let go of a customer can benefit your business in the long run. We outline five critical rules to help you determine when it's time to part ways with a customer: Rule #1: Fire customers if they cost too much. Some customers drain more resources than they generate in revenue. It's crucial to track these costs accurately and address the imbalance. If you can't rectify the situation, it's time to let them go. Rule #2: Fire customers if they don't align with your brand. Your brand's values should resonate with your customer base. If a customer's values conflict with yours, maintaining the relationship can harm your brand's integrity and alienate your core audience. Rule #3: Fire customers if they don't fit with your future. As your business grows, some customers might no longer fit your strategic goals. Prioritize resources for future growth by letting go of customers who don't align with your long-term plans. Rule #4: Fire customers if they are too risky. If a customer's business model or payment practices pose a significant risk, it's safer to part ways. Overcommitting to one client or taking the undue risk can jeopardize your business stability. Rule #5: Fire customers if they abuse your employees. Support and protect your employees from abusive customers. Ensuring a respectful work environment is critical for employee morale and long-term success. Understanding these rules will help you make informed decisions about maintaining customer relationships that align with your business goals and values. Sometimes, the best way to move forward is to let go. In this episode, we also explore: The importance of knowing your customer cost metrics and tracking them accurately. How to handle awkward conversations with customers about cost imbalances. Examples of brand alignment, including the Colin Kaepernick and Nike story. Strategies for soft-firing customers without abrupt severance. Recognizing when your growth trajectory requires pruning your customer base. Identifying and mitigating business risks associated with certain customers. The impact of customer behavior on employee well-being and company policy. Insights on post-pandemic changes in customer behavior and their effect on businesses. The balance between customer-centricity and business sustainability.