The Intuitive Customer

1. Moving Your Customer Experience to the Next Level Requires New Thinking
Colin Shaw, Ryan Hamilton

2. Imperative 1: Recognize that Customers Decide Emotionally and Justify Rationally
Colin Shaw, Ryan Hamilton

3. Imperative 2: Embrace the All-Encompassing Nature of Customers’ Irrationality
Colin Shaw, Ryan Hamilton

4. Imperative 3: Understand that Customers’ Minds Can Be in Conflict with Themselves
Colin Shaw, Ryan Hamilton

5. Imperative 3(Continued): Understand that Customers’ Minds Can Be in Conflict with Themselves
Colin Shaw, Ryan Hamilton

6. Imperative 4: Commit Yourself to Understanding and Predicting Customer Habits and Behaviors
Colin Shaw, Ryan Hamilton

7. Imperative 5: Uncover the Hidden Causes and Unintended Consequences of Customers Wanting Things to Be Easy
Colin Shaw, Ryan Hamilton

8. Imperative 6: Accept that Apparently Irrelevant Aspects of Your Customer Experience Are Sometimes the Most Important Aspects
Colin Shaw, Ryan Hamilton

9. Imperative 7: Realize the Only Way to Build Customer Loyalty Is through Customer Memories
Colin Shaw, Ryan Hamilton

10. How to Move to the Next Level of Customer Experience
Colin Shaw, Ryan Hamilton

11. Customer Experience Is a Journey, Not a Destination
Colin Shaw, Ryan Hamilton

Keywords: Business and Management, Marketing, Organization, Organizational Studies, Economic Sociology, Business Strategy/Leadership, Development Economics, Market Research/Competitive Intelligence