The Intuitive Customer

Glenn Laverty, President, and CEO, RICOH Canada, Inc..- 1. Moving your Customer Experience to The Next Level Requires New Thinking.- 2. Imperative 1: Recognize that Customers decide emotionally and justify rationally.- 3. Imperative 2: Embrace the all-encompassing nature of Customers' irrationality.- 4. Imperative 3: Understand that Customers' minds can be in conflict with themselves.- 5. Imperative 3 (continued): Understand that Customers' minds can be in conflict with themselves.- 6. Imperative 4: Commit yourself to understanding and predicting Customer habits & behaviors.- 7. Imperative 5: Uncover the hidden causes and unintended consequences of why.- Customers want things to be easy.- 8. Imperative 6: Accept that apparently irrelevant aspects of your Customer Experience are sometimes the most important aspects.- 9. Imperative 7: Realize the only way to build Customer loyalty is through Customer memories.- 10. How to Move to the Next Level of Customer Experience.- 11. Customer Experience is a Journey, Not a Destination