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Knowledge - Insights: Podcasts

Responding to rapidly changing customer needs

Today our Editorial Director Steve Hurst is joined by Martin Hill-Wilson. Martin is an author, industry commentator, frequent conference chair and keynote speaker. He has deep experience in customer strategy from technology to culture. Currently he is leading the

A Lasting Legacy or Eternal Damnation – Why Redemption is in the clouds

Today our Editorial Director Steve Hurst is joined by Gerry Brown, aka The Customer Lifeguard, who is on a mission to save the world from bad customer service. He helps businesses save customers at risk of defecting and breathes life into their customer service

Preparing for a recession: What needs rethinking in your customer strategy

Today our Editorial Director Steve Hurst is joined by Martin Hill-Wilson. Martin is an author, industry commentator, frequent conference chair and keynote speaker. He has deep experience in customer strategy from technology to culture. Currently he is leading the

Customer Lifeguard: VOC and VOE – separated at birth, reunited by a common purpose

Today our Editorial Director Steve Hurst is joined by Gerry Brown, aka The Customer Lifeguard, who is on a mission to save the world from bad customer service. He helps businesses save customers at risk of defecting and breathes life into their customer service

Beyond Philosophy – Controlling the controllable – Covid – 19: How to deal with customers

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

Beyond Philosophy – How Apple uses psychology to construct an outstanding experience

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

Beyond Philosophy – How small changes can alter customer behaviour

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

Beyond Philosophy – 7 mistakes organisations make when trying to gain growth

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

Edelman – The importance of customer trust

Today our Editor, Lizzie Akass, is delighted to be joined by Gerry Wisiewski, Managing Director for Technology in the UK & Ireland, Edelman and a case study presenter at our 2019 Customer Engagement Summit. Gerry oversees Edelman’s Technology practice working

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