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

I hate my cable providers. That's right, providers is plural. I have two different providers, one in the UK and one in Florida, and they both provide poor experiences. In many ways, I see cable companies as the perfect example of what not to do with your Customer Experience. This Episode of The Intuitive Customer takes a look at all the ways cable companies provide experiences that do not promote customer-driven growth. Moreover, we share the ways that these experiences promote customer behavior that demonstrate principles studied in Behavioral Economics. Perhaps most importantly, we explore how you can avoid making the same mistakes in your organization.

Understanding Human Behavior During the Pandemic, and What to Do About it Let us begin by wishing you all our best during these unprecedented times. We hope that you and your family are all safe and sound, and novel coronavirus-free. While no one knows what to expect, we are all in this together. The pandemic has shown how uncertainty can affect human behavior. This episode of the Intuitive Customer explains why, how it makes us feel, and what we can do about it for ourselves and our customers once we make it to the "other side" of the COVID-19 crisis.

There is a lovely mirror leaning against the wall in my garage in England. My wife thinks we should sell it. I think we should give it away, to which my wife tut-tuts. She argues it is a beautiful mirror and believes it will fetch a handsome sum on the Internet. I disagree. So, the mirror sits there, ignored for the time being, and not selling, and I hold the Endowment Effect fully responsible. The Endowment Effect explains how we value our possessions more highly than others do because they are ours. It is one of the reasons some prices for products and services end up too high. It is also the subject of this episode of the Intuitive Customer.

I don't know if it's age talking here, but it probably is. Life becomes a lot clearer as you go on. I am at the point where I feel comfortable telling you what I think. In this episode of The Intuitive Customer, I am going to tell you about seven mistakes organizations make while trying to gain growth in revenue or market share.

Loss Aversion teaches us that people like to gain things, but that they like hanging on to what they have even more and feel losses much more profoundly than gains. So, you would think that effective policy to reduce disposable bag usage by charging a surcharge for a grocery bag would tap into these feelings. Not so fast. New research reveals that Loss Aversion is not the reason for the grocery bag surcharge's success. In this episode of The Intuitive Customer, our guest host Alicea "Allie" Lieberman, a Ph.D. candidate from the University of California, San Diego, shares her findings with us regarding why incentives work. The Harvard Business Review also published an article about her results, "Why We're Incentivized by Discounts and Surcharges" in February of this year. She and her research partner Kristen Duke also published their study in a peer-reviewed journal that shows how Social Norms help drive the effectiveness of incentives to change customer behavior.

What You Should Learn from Apple's Outstanding Experience I am a huge fan of Apple products. If there were already a waiting list for the next iPhone, I would be on it. For me, buying Apple products is emotional, intuitive, and automatic—all the things a brands needs to foster customer-driven growth. Apple is excellent at incorporating principles of behavioral economics and psychology that are hugely influential on customer behavior in all the right ways. This episode of The Intuitive Customer explores how Apple does it and what you should do, too.

A global pandemic wasn't in your plans this quarter. However, we see an opportunity to enhance your relationships with customers in this global crisis. In this episode of The Intuitive Customer, we share ten strategies for managing the uncertainty surrounding COVID-19. Our practical tips help you manage the stress and anxiety at your front lines to the best possible outcome. Our approach will bring you closer to your customers at a time when world leaders are calling for social distancing as the norm.

Shark attacks have overblown importance compared to how often they occur. But since TV and movies have made so much of these rare, and rarely fatal events, we are sure we will be the next victim. These unlikely worries are the result of a psychological phenomenon called the Availability Heuristic. This episode of the Intuitive Customer explores the Availability Heuristic and how it can help your brand promote customer-driven growth. Turns out, being available is a more significant influence than you think.

You all want growth, don't know what to prioritize to get it, and aren't nearly worried enough about the disruption AI will have on your industry. At least, that's what our research late last year told us. This episode of The Intuitive Customer reveals the trends we identified in our research late last year. While some of it was what we expected to hear, a few trends left us gobsmacked. Hear what we learned. We also share advice for understanding customer behavior to drive customer-driven growth from here.

We all misjudge other people's motivations at times. The academic term for it is a Fundamental Attribution Error (FAE). An FAE describes how we misinterpret our limitations and the motivations of others and how we mistakenly attribute successes and failures for ourselves and others. This episode of The Intuitive Customer explores FAEs' effects on customer-driven growth. Understanding customer behavior avoids FAEs so you can manage the Customer Experience to a profitable place.