The Intuitive Customer

Chapter 1 Moving Your Customer Experience to the Next Level Requires New Thinking

Chapter 2 Imperative 1: Recognize that Customers Decide Emotionally and Justify Rationally

Chapter 3 Imperative 2: Embrace the All-Encompassing Nature of Customers’ Irrationality

Chapter 4 Imperative 3: Understand that Customers’ Minds Can Be in Conflict with Themselves

Chapter 5 Imperative 3(Continued): Understand that Customers’ Minds Can Be in Conflict with Themselves

Chapter 6 Imperative 4: Commit Yourself to Understanding and Predicting Customer Habits and Behaviors

Chapter 7 Imperative 5: Uncover the Hidden Causes and Unintended Consequences of Customers Wanting Things to Be Easy

Chapter 8 Imperative 6: Accept that Apparently Irrelevant Aspects of Your Customer Experience Are Sometimes the Most Important Aspects

Chapter 10 How to Move to the Next Level of Customer Experience

Chapter 11 Customer Experience Is a Journey, Not a Destination