Shows
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth🎉 400th Episode Of The Intuitive Customer Podcast! - These Are Our Biggest CX LessonsEight years, 750,000 downloads, and 400 episodes later, The Intuitive Customer is celebrating this major milestone! In this episode, Colin Shaw and Professor Ryan Hamilton reflect on what has changed in customer experience over the years and share their biggest learnings. 📊 The Reality of Podcasting: Podcasting is booming, with 546 million listeners worldwide. 47% of the U.S. population (12+) listens to a podcast at least once a month. Podcast ad spending is projected to hit $4.02 billion in 2024. But here's the kicker: 50% of podcasts die after three episodes. Only 20% make it past 10 epi...
2025-04-2633 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthHow to Evoke Emotions That Make Customers Come Back for MoreEpisode Summary: Are you evoking the right emotions in your customers, or are you unknowingly driving them away? In this episode, Colin Shaw and Professor Ryan Hamilton dive deep into the fascinating (and often overlooked) world of customer emotions. Emotions are at the heart of every customer experience—from frustration and neglect to trust and happiness, and they're driving your bottom line. Colin shares a story about his wife Lorraine's coat-return drama and unpacks the emotional disaster it caused (hint: she's not buying from that brand again). Meanwhile, Ryan explains why emotions are "squishy," why th...
2025-02-0835 min
CX RIOT RADIOcustomer science theater 3000In this episode of CX Riot Radio we go into Customer Science and after a brief introduction of what the frick it is, we talk about how you can implement in your small to medium business.
This is a introductory episode on the subject, to whet your appetite. To make you hunger for more. To make you shiver with anticipa...tion.
Anyway, here's the link to the article by Colin Shaw: https://beyondphilosophy.com/what-is-customer-science-is-this-the-next-wave-of-change-2/
And here's the LinkTree for all your other needs: https://linktr.ee/caffcx
2024-05-0820 min
The Business of Sales PodcastThe Business of Sales Podcast - The Customer Experience with Colin Shaw, Episode #186Whether you are selling blue widgets, cars, a service, a solution to a problem or anything else for that matter you are providing a customer experience. If you're doing a good job with this, you'll get more customers... if not, well... maybe you should read some of Colin Shaw's books or listen to his podcast...
www.beyondphilosophy.com - Colin's website
Allego’s AI-powered sales enablement platform equips sellers with the skills, knowledge, and content to engage buyers with confidence and produce more wins and revenue. Click HERE an...
2023-03-2331 min
THE FLIP SIDE with Andy MaiTFS#113 - Colin Shaw On Improving Customer Experience, 300K LinkedIn Followers, Financial Times Award For Leading Consultancy w/Author, Speaker & Beyond Philosophy Founder & CEOColin Shaw is an original pioneer of 'Customer Experience.' LinkedIn has recognized him as one of the 'World's Top 150 Business Influencers', where he has 291,000 followers and is one of the exclusive 'Official' LinkedIn influencers.
Shaw's company, Beyond Philosophy LLC, has been recognized by the Financial Times as 'one of the leading management consultancies for the last four years.
He is the co-host of the highly successful Intuitive Customer podcast, rated in the top 5% of all podcasts by BuzzSprout. https://beyondphilosophy.com/podcasts/
He has also authored seven bestselling books on Customer Experience...
2023-01-031h 01
Your Brand AmplifiedColin Shaw on How to Elevate Customer ExperienceColin Shaw is an original pioneer of 'Customer Experience.' LinkedIn has recognized him as one of the 'World's Top 150 Business Influencers', where he has 291,000 followers. Shaw’s Customer Experience company, Beyond Philosophy LLC, has been recognized by the Financial Times as 'one of the leading management consultancies for the last four years in a row. Shaw is the co-host of the highly successful Intuitive Customer podcast, which is rated in the top 5% of all podcasts by BuzzSprout. Shaw has written seven best-selling books on Customer Experience.https://beyondphilosophy.com/podcasts/We'r...
2023-01-0245 min
The Only One Business ShowS4e13 The Asking for Salad When They Want A Burger Edition with Colin ShawJames chats with Colin Shaw, an original pioneer of 'Customer Experience.' LinkedIn has recognized him as one of the 'World's Top 150 Business Influencers', where he has 291,000 followers.
Colin's Customer Experience consulting company, Beyond Philosophy, has been recognized by the Financial Times as 'one of the leading management consultancies for the last four years. Shaw is the co-host of the highly successful Intuitive Customer podcast.
They discuss what it means to improve customer experience, changing customer demands, hiding behind covid, call centres, emotional drivers, subconscious messages, focusing on the wrong thing, heuristics, loss aversion and treating people as human beings.
...
2022-10-0635 min
Reel Talk: The Customer Insights Show93: How can you create better customer experiences - a chat with CX leader Colin ShawColin Shaw, a global influencer in customer experience and marketing; and founder and CEO of Beyond Philosophy. Colin joins host Jenn Vogel to cover a host of topics, including:
Survey responses
How to listen better to customers
What is important to customers
And more...
Join us and check out Colin's company here: https://beyondphilosophy.com/
Catch previous episodes: https://site.voxpopme.com/reel-talk-market-research-podcast/
"Reel Talk" is presented to you by Voxpopme, the leader in video surveys. Learn more about using video surveys in your market research here: http://site.voxpopme.com.
2022-09-1853 min
Be Customer LedColin Shaw on Focusing on Emotional, Subconscious, and Psychological Aspects of the Experience“In everything we talk about in customer experience, you can take the word customer out and put the employee in; the whole thing applies to employee experiences.”This week on the Be Customer Led with Bill Staikos, we’re joined by Colin Shaw, one of the earliest pioneers in Customer Experience. Furthermore, LinkedIn has recognized Colin as one of the "World's Top 150 Business Influencers". Also, he is the founder and CEO of Beyond Philosophy LLC. The Financial Times selected his company as one of the best management Customer Experience consultancies consecutively for the last four years. Besides that...
2022-06-2941 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthThe Intuitive Customer TrailerGreat business insights with a touch of humor, all put over in a clear, easy-to-understand way. Each week we discuss how you can gain and retain more customers and solve business problems. We look at the theory of how and why Customers make decisions and then break this down into practical actions you can take. Here is one review which we think sums up the show. "The dynamics between the hosts of this show absolutely makes this podcast. Each brings a unique take on a topic, their own perspective, and play off each o...
2021-10-1404 min
Stories with ShastriTHE UNCONVENTIONAL ALTERNATIVE with JATIN GOHIL | take 23here, we share our thoughts on what makes something unconventional, the importance of the education system in teaching us whether something is a "good" option, living a life of potential, understanding our needs and wants and more! If this episode doesn't resonate with you, please send it to someone for whom you think it might. Have a lovely day!
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Jatin Gohil is a self-taught writer, image and filmmaker with an education in International tourism and hospitality. The worldly curiosities excite him and you may often see him interacting with existential questions. He tries to un...
2021-06-211h 26
TheInquisitor Podcast with Marcus CauchiIs Your Growth Being Driven By Your Customers?If your customers aren't driving your growth, then you are missing a massive trick. You'll pay a heavy price for ignoring Colin's advice in this episode. Marketing and sales leaders will discover some disturbing cracks in their reaction to Covid and the decisions they are making thinking they are protecting their business when instead, they are leaving the door open to the competition to steal their lunch.
#ColinShaw is recognised by Linkedin as one of the ‘World's Top 150 Business Influencers’. He is Founder & CEO of Beyond Philosophy LLC who helps organisations grow by identifying hidden, unmet...
2020-07-2456 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthPost Pandemic Silver Lining: Are You Grasping This Incredible opportunity?Post Pandemic Silver Lining: Are You Grasping This Incredible opportunity? As everything starts to open, what is the silver lining of the pandemic? This is a unique opportunity to change customers' habits and there has never been a better time to help customers form new habits. As states have reopened and people are emerging from their homes into the bright light of the post-pandemic world, we have a unique opportunity to make some changes in customer behavior that can lead to customer-driven growth. In this episode of The Intuitive Customer, we are going to talk...
2020-05-1626 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthThe hidden success for brands in the futureWhere AI Meets CX: The Remarkable Future for Humanizing Brands Artificial Intelligence (AI) will transform the customer experience in many ways in the coming years. One area that we see interesting applications of AI Technology is the brand personification and social media management. This new way of creating meaningful interactions with your customers will build emotional engagement with your company, even though the entity doing it is not a human being. Brand personification is a fundamental principle of the concept of Conversational Commerce first introduced in 2016 by Chris Messina, tech expert, and...
2020-02-2226 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthA Glimpse To The New Trends In Humanizing TechnologySocial media has changed many things about our lives. Not only can we have a blow by blow account of what our friends and family are up to, but we can also see what they had for dinner. We can even see what friends of our friends had for dinner. One of the other ways social media changed our lives is in how we interact with brands. Platforms like Facebook, Instagram, and Twitter gave us direct access to brands in a way we hadn't had before. However, it also gave them direct access to us. ...
2020-02-1524 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthSecrets Revealed: This is How You Get Growth!This is The New Imperative for 2020 Our global Customer Experience consultancy engaged research at the end of 2019 to determine our direction for the next decade. We learned that, first and foremost, organizations want to gain growth. So, we have a new focus for 2020, helping organizations achieve the growth they want by assisting them in providing the Customer Experience they need to do so. Growth is challenging today. Competition is intense due to many factors. One critical reason is that the time from innovation to imitation is down to weeks in many cases. Today's bu...
2020-02-0828 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthDiscover This Powerful Marketing Technique to Gain GrowthDiscover This Powerful Marketing Technique to Gain Growth How you present information has a significant effect on how your customers perceive the message. It's no secret; it's why there are marketing departments. However, what is fascinating is that when we present information, we can take advantage of things that shouldn't matter when you think about them rationally, but that do matter quite a bit when it comes to customer-driven growth. For example, if I were to tell you Forrester, a global research company, predicted that 1 in 4 Customer Experience professionals would lose the...
2020-02-0325 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthDiscover This Powerful Marketing Technique to Gain GrowthDiscover This Powerful Marketing Technique to Gain Growth How you present information has a significant effect on how your customers perceive the message. It's no secret; it's why there are marketing departments. However, what is fascinating is that when we present information, we can take advantage of things that shouldn't matter when you think about them rationally, but that do matter quite a bit when it comes to customer-driven growth. For example, if I were to tell you Forrester, a global research company, predicted that 1 in 4 Customer Experience professionals would lose the...
2020-02-0325 min
The FreenoterPerformance (AKA Tom and Tamsen Acting Badly)This week, Tom and Tamsen address the finer points of performance--actually delivering your talk. Are speakers actors? We also celebrate the work of Eva Kor, who taught us that content trumps performance. And we celebrate "dry January" with our favorite non-alcoholic cocktail. SHOW NOTES (all Amazon links are affiliate links): More on the "white lab coat effect": https://beyondphilosophy.com/dress-success-white-lab-coat-effect-subconscious-experience/ Journey, "Separate Ways": https://www.youtube.com/watch?v=LatorN4P9aA Tamsen's Four Speaking Personas: Commander Councilor Storyteller Sage https://www.contentmarketingworld.com/speaker-tips-tamsen-webster-6-delivery/ Dale Carnegie: The Art of Public Speaking https://www.amazon.com/Art-Public-Speaking-Deluxe-Hardbound/dp/9388118472...
2020-01-2844 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthThe Secret of PricingThe Secret of Pricing Academia has a problem with names. They are not always, well, intuitive. Hyperbolic Discounting is an excellent example of a pertinent business area disguised in a difficult-to-interpret label. Hyperbolic Discounting does not mean what you might think. If you take a look at the words in the name, you probably imagine it means embellished markdowns. However, Hyperbolic Discounting is a vital psychological concept that influences your customer's behavior and could be getting in the way of your customer-driven growth. Hyperbolic discounting describes how we undervalue th...
2020-01-2526 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthAvoid this massive mistake being made with AIHow AI will Change CX for the Future Customer loyalty is what most businesses want. The more your customers buy from you, the more you improve your bottom line, not only in increased sales but also in decreased customer acquisition costs. Improving your Customer Experience to foster customer loyalty is often an expense that senior management can get behind. However, there is a common misconception that customers are loyal to you based on the Customer Experience you deliver. The truth is that customer loyalty is based on memory. In other words, customers are loyal to...
2020-01-2227 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth1 in 4 Will Lose Their Job in 20201 in 4 Will Lose Their Job in 2020 At the end of 2019, global research firm Forrester predicted that 1 in 4 Customer Experience jobs will be cut in 2020. While we find this prediction grim, we do not disagree. We believe that this reality has been on the horizon for some time now. There are many reasons why it has come to this point. One of the most significant is a misconception about what Customer Experience is and how it affects the bottom line. Customer Experience requires an investment in time and resources. It sh...
2020-01-1828 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthHow to Get Customers to YesIf I asked you for $100, what would you say? My guess is no. You probably have a rule against giving people money just because they asked you. But what if I asked you for $1? Most of us would probably be okay with that. Sure, it's still giving money, but it's only $1, and that isn't the same thing. However, by saying yes to giving me $1, you broke your rule about giving people money just because they asked you. It's not a big deal, of course, but it does make it more likely that if I came b...
2020-01-1127 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthHow to Ensure You Make Good DecisionsHow to Ensure You Make Good Decisions I am an Apple Superfan. As a loyal customer, I notice all the positive moments in my Customer Experience with them. They reinforce that my brand is the best and buying from them was a good decision. Moreover, if I ever see an article that is negative about Apple, or positive about a competitor of Apple, I don't believe it or, worse, don't read it. I don't trust that it will be accurate, useful, or trustworthy to listen to that garbage. ...
2020-01-0425 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthOur Most Important Learning in 2019The Biggest Thing We Learned in 2019 If there is one thing we have learned in 2019, it is that customers give us a lot to think about regarding their behavior. How they behave and why are fascinating topics and one that has much influence on our Customer Experience outcomes. As we embark on a new year and a new decade, it is an excellent time to reflect on what we have learned and what made the most significant impact on us regarding customer retention and loyalty. For example, one concept about Customer Experience that has gradually p...
2019-12-2821 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthWhat is Important in 2020?What is Important in 2020? Yogi Berra, the New York Yankees Coach once said, "Predictions are hard, especially about the future." Predictions can be difficult; it is true. However, they can also be helpful, especially if you are trying to plan for a new year. I have been in the Customer Experience industry since before there was such a thing. When I founded Beyond Philosophy back in 2002, no one was talking about Customer Experience. Then, things changed, and over the next decade, it changed from no one talking about Customer Experience to everyone talking about it.
2019-12-2122 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthCritical: The Strength Of Customer's EmotionWhy the Strength of Customer's Emotion is Critical Customers' emotions are a critical part of Customer Experience. Our research shows that over 50 percent of a Customer Experience is about customer emotions. Furthermore, we know that emotion drives customer behavior. Having awareness of what emotions your experience evokes when and why is critical to your Customer Experience Outcome. However, did you know that in addition to being aware of the what, when, and why of customer emotions, you should also know how much intensity they feel them with at any given moment? If not, do...
2019-12-1428 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthGift Giving To Gain More Business - Does It Work?Does Giving Gifts Mean More Business? It is the season of giving. No doubt, many of you sent out your gifts to your clients, suppliers, and other business associates already. But will your gifts result in more business? They might, and they might not. Like most things about interpersonal relationships, it depends on a lot of different variables. Researchers study gift giving and have for many years. In the beginning, it was considered a Sociology area, which suggested that gift-giving was primarily an exercise in reciprocity. The idea behind gift-giving was that recipients should return...
2019-12-1130 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthHow To Influence Your Customers Perception of PricePsychology has a lot of influence on customer behavior. When it comes to making decisions, we like to find ways to make them more manageable. Anchoring and Adjustment is a mental short cut or heuristic. We use to help evaluate numbers. Anchoring and Adjustment help us generate numbers. It works like this: First, there is a base number established either by the individual or an outside influence. Then, you adjust up or down from there. It helps simplify decision making. For example, if you needed to estimate the height of a tree, it can be ha...
2019-12-0730 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthThe 7 Telltale Signs of a Company NOT Committed to CustomersThe 7 Telltale Signs of a Company NOT Committed to Customers I discovered many years ago that I could determine whether a company was committed to customers pretty quickly. When I thought about how I recognized it, I found that organizations that did not commit to customers had some shared company culture cues that indicated where their focus was. The ideas behind this discovery later became my second book, Revolutionize Your Customer Experience. I developed for the book my Native to Natural™ model, which measures how customer-centric a company culture is. There are four ty...
2019-11-3026 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthWhat is Really Happening on Black Friday?What is Really Happening on Black Friday? It's that time of year again: Black Friday sales are next week. A US tradition, Black Friday was named for the idea that it is the day retailers finally move out of the red for the year and into the black of profits. It is also the official kickoff of the holiday shopping season. However, what is really going on here? Why do people trample through the doors of a retailer they likely frequent three times a week most months mere hours after polishing off far too much...
2019-11-2322 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthHow to Market YourselfMarketing Yourself We usually talk about how you should use the principles of brand management to deliver excellent Customer Experience. However, brand management is an essential part of your job search, as well. In other words, marketing your Customer Experience has given you everything you need to know about selling yourself. Moreover, it has taught you all you need to know about improving your experience as a person. For example, one of the first things you do in a job search is to determine what position you want. In brand management, we call...
2019-11-2027 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthTribalism: Are You In with The In-CrowdTribalism: Are You In with The In-Crowd? As humans, the need to belong is essential to us. Most of us have a deep need to feel we are part of a broader community that shares our values and interests. In other words, we need to find our tribe. Tribes are connections between people that form communities, which can be formal or informal. Sometimes tribes are associated with where you were born and from whom, which are the formal types of tribes. However, they can also be the result of where you shop, what you drive, o...
2019-11-1627 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthWhat Affects Customers Perception of Price?People know an expensive brand when they see one. They also can spot a discount retailer at fifteen paces. So, why do they get it wrong so often? They get it wrong because of a concept called Price Image. Price Image is a concept that describes how people form impressions about whether your brand is high- or low-priced based on many non-price indicators. These ideas have a lot of influence on customer behavior. However, the Price Image is different from actual prices. Instead, Price Image is more like your reputation for prices; it...
2019-11-0927 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthAre We Talking Ourselves Into A Recession?Are We Talking Ourselves Into a Recession You hear it all the time on financial media. "Consumer Confidence is low." It describes how people think that something terrible is going to happen to the economy, and it affects their spending behavior. Confidence is a feeling, not a fact or a physical item. However, this emotional reaction has serious implications on the economy, as well as your bottom line. Not only is consumer confidence an emotional concept, but it is also contagious. Sometimes having it makes other people have it, too. Other times not...
2019-11-0222 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthThe Secret of Measuring Customer EmotionsUnless you serve robots exclusively, your customers are humans. Human feelings influence our actions and drive customer behavior. Therefore, you must design a Customer Experience that makes your customers feel a way that drives value for your organization. In our global Customer Experience consultancy, we have said for nearly 20 years that customer's emotions account for over half of the outcome in any Customer Experience. At first, people thought we were crazy, but now, many organizations understand the significance of emotions in their Customer Experiences. However, too many organizations do not get specific enough about customer...
2019-10-2624 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthInsights to understanding Customer HabitsUnderstanding Customer Habits: A Practical Guide Habits can be excellent or terrible for your Customer Experience. When it is the customer's habit to buy from you, then there is not a problem. However, when it goes the other way, well, let's just say some habits are meant to be broken. Understanding what habits are and how they work is vital to your Customer Experience. When you understand customers' habits, how they form and how they are governed by the mind, you have a much better chance of making those crucial changes in customer behavior to...
2019-10-2324 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthWhat is the Secret of Airbnb?What is the Secret of Airbnb? I would never be an Airbnb host. Having a stranger staying in my house doesn't fit with my personality. That said, there are a lot of people that would do it. Airbnb has over seven million listings in 100,000 cities worldwide and reported revenues of $1 Billion (with a b) in the second quarter of this year. They are so successful; they have plans to become publicly traded in 2020. That's saying quite a bit considering that the entire home-sharing platform developed from people's willingness to allow strangers to stay in...
2019-10-1929 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthA practical guide to Customer decision makingA practical guide to Customer decision making When the Nobel-prize winning economist professor Daniel Kahneman wrote his book Thinking Fast and Slow, he introduced the concept that we had two ways of thinking about things. He named them System 1 and System 2. The two systems work together to help us make decisions about things. When we applied these concepts to decision-making in Customer Experience for our book, The Intuitive Customer, we renamed them. The Intuitive System is System 1, and the Rational System is System 2. The Intuitive System makes instant judgments on things and is always running. Y...
2019-10-1230 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthCase Study: How RICOH Printers Improved their NPS® by 40 pointsCase Study: RICOH Printers (Canada) I spend a remarkable amount of time complaining about how organizations get things wrong with Customer Experience. However, not every cause is lost. Some companies get their Customer Experience right, and we can all learn a lot from their journey. In our global Customer Experience consultancy, we have the honor of working with fantastic organizations that are committed to doing the difficult work of improving their Customer Experience from the inside out. One of these companies is RICOH Canada. Years ago, they were facing enormous changes in what c...
2019-10-0527 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthThe Key To Successful Marketing CommunicationsThe Key to Successful Marketing Communications There are a lot of people that do not know the difference between Marketing and Advertising. Many people assume they are the same thing, but they are not. Marketing is deciding what you are going to say; Advertising is saying it. In my corporate life, I worked in Marketing for a long time. One of the things I learned was that Marketing should know the marketplace and understand their customers. Marketing communication should reflect this understanding. Moreover, every campaign, script, web page, and tweet should have a purpose, something...
2019-09-2827 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthHow To Overcome Organizational Silo's To Make ProgressHow To Overcome Organizational Silo's To Make Progress In The Fellowship of the Ring, Gandalf the wizard calls all the creatures of Middle Earth—the elves, dwarves, men, and hobbits— to a council. Their goal is to determine what to do with the Ring that threatened to end life as they knew it. Gandalf reasoned that since the Ring was a problem for all of Middle Earth, everyone should be involved. A Customer Experience Council (CX Council) follows Gandalf's lead. Although, to be sure, the stakes are a little lower. Your goal with the CX C...
2019-09-2119 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthIs Any Attention Good Attention?Is Any Attention Good Attention? I like Oscar Wilde. His best quote is, "There is only one thing in life worse than being talked about, and that is not being talked about." Of course, there are times when people are talking so bad, one might wonder if it is worse than being ignored. This episode of The Intuitive Customer explores if there are times when the bad press can be good news for your brand. In other words, are there times when bad news is good? Is any attention good attention? The answer, f...
2019-09-1422 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthCustomer Satisfaction Continues DecliningCustomer Satisfaction is Declining in the UK! A new report by the Institute of Customer Service indicates that Customer Satisfaction is declining in the UK. Earlier this year reports from both Nunwood and Forrester, two firms entrenched in the Customer Experience movement, presented similar sentiments. All of this disappointing news about the state of Customer Experience makes one wonder what is going on in business today? We decided to ask the expert Joanne Causon, CEO of the Institute of Customer Service what she thought the problem was with Customer Satisfaction. Moreover, we asked her why...
2019-09-1134 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthHow and Why We Stereotype PeopleHow and Why We Stereotype People and Things Stereotyping is not considered a good thing, certainly not in politically correct circles. However, our ability to do it is hard-wired into our brains, and it doesn't only apply to people. We can stereotype an organization, too. Let's say you need to name a type of business that is frustrating across the board. My first thought is internet service providers, aka, the cable company. No matter which carrier you have, you probably have a beef with your service (or lack thereof) or with at least some part...
2019-09-0721 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthThe Secret of Creating an Effective Customer Experience (CX) StrategyThe Secret of Creating an Effective Customer Experience (CX) Strategy What is the experience you are trying to deliver to your customers? This is one of our key questions we ask organizations when we consult with them. It seems a very simple question and yet in reality, the answer is very strategic and critical to moving your CX to the next level. What is surprising is most organizations do not know the answer to this question! Be clear, everyone thinks they know the answer, but in reality every part of the organization does what they think is t...
2019-08-3127 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthThe Secret of Creating Loyal CustomersI have a few things that drive me crazy in the business world. In this episode of The Intuitive Customer, we are going to talk about how organizations often define loyalty, and why I think they have it all wrong. It makes me upset when I think about it. Many, if not most, companies believe that when a customer gives you all their business, it means they are a loyal customer. After all, isn't that what we all want, all the business our customers have to give? If they are giving it to us, then they must...
2019-08-2424 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthDiscover Your Relationship Types and How to Use ThemRelationship Types and How to Use Them We act differently in our various relationships. We have a way we operate at work or school; we act a certain way in public and another way with our friends and family. The difference is the type of relationship we have with the other people involved. This variance in behavior is also at work in our relationships as customers. In this episode of The Intuitive Customer, we explore how our relationship with customers affects how we interact with them. For this episode, we characterize relationships into two types...
2019-08-1725 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthThe Secret Of CX MeasurementAre You Using the Right Measures? Measuring your progress for your Customer Experience strategy is an essential aspect to your program's success. Not only will it show if your program is working to provide an excellent experience for your customers, but it also shows what customers really value, which can be an elusive thing to discover. In this episode of The Intuitive Customer, we discuss the importance of measuring Customer Experience correctly. We invited Don Peppers, bestselling author, business strategist, and engaging keynote speaker to joins us to share his wisdom on the subject. With 11...
2019-08-1030 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthWhy Some Friction In Your Experience Is GoodWhy Some Friction is Good We owe you an apology. Even though the lawyers say we shouldn't say this, we feel we might have misled you on the subject of friction in your Customer Experience strategy. We have been telling you to make your experience as easy as possible, and you should. However, there is some merit to making things a little bit difficult in some cases. In other words, it turns out that the discussion of friction is more nuanced than we at first led you to believe. In this episode of...
2019-08-0723 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthA Practical Guide To Evoke Emotions In CustomersHow Customer-Facing People Should Evoke Emotions in Customers I have always thought that talking about how to do something was important, but not as important as actually doing something. I feel so strongly about this idea that I named my company after it. I want my clients to take their ideas "beyond the philosophy" and into action. To that end, this episode of The Intuitive Customer discusses how organizations can take theories and use them in their everyday operations to improve the Customer Experience. We explore how you can help Customer-Facing teams evoke the proper...
2019-07-2723 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthFacebook Fines: Is Their Culture To Blame?Can We Trust Facebook? Upon reflection of Facebook's latest privacy violation and $5 billion fine, one must wonder whether we can trust Facebook. After all, the social media platform hasn't exactly been keeping our private information under lock and key. On the contrary, it appears as if our likes and dislikes, networks and preferences are for sale to the highest bidder. This episode of The Intuitive Customer explores the implications for Facebook of this latest privacy violation. It reveals a lot about the focus of the culture at Facebook, and it isn't on protecting its user's p...
2019-07-2423 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthHow to Manage Company PoliticsWhen I worked in the corporate world, people often asked me what I did all day. Facetiously, I would say that I played chess. While it was meant to be cheeky, the joke was not far from the truth. I spent my day navigating company politics. You will not find training programs on company politics or how to deal with them. It is a bit shocking considering their significance in the corporate world. Our latest episode of The Intuitive Customer podcast addresses office politics and how to manage them effectively. Company politics are ubiquitous and...
2019-07-2027 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthHow Choice Architecture Can Revolutionize Your ExperienceChoice architecture is a significant factor in buying decisions you make every day. From how they stock the buffet line to how likely you are to donate your organs after you die, the psychology of choice is influencing your decisions every day. In this episode of The Intuitive Customer, we explore the concept of Choice Architecture and how it affects our daily lives. We also discuss the different variables that you need to consider in the way you present your choices to customers as part of your CX Strategy. It all started with a new...
2019-07-1328 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthThe Vital Art of Creating Memorable MessagingThe Vital Art of Creating Memorable Messaging When we make buying decisions, we usually are choosing from a short list of options. Our memory assembles these options. So, from a Customer Experience perspective, it is vital that your product or service is one of these options recalled at the moment of the buying decision. In this episode of The Intuitive Customer podcast, we explore how our memories generate these choice sets for buying decisions. We also take a look at how you can ensure that your product or service is one of the options your c...
2019-07-0627 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthHow Can We Measure Customer Emotions in Our Digital WorldHow Can We Measure Customer Emotions in Our Digital World When you think about the Olympic medalists on the podium during the awards ceremony, who do you think is happier, the silver medalist or the bronze? Objectively, you might say the silver medalists because, after all, they came in second and the other competitor was third. Objectively, the silver medalists had a better outcome and should be happier. However, the happier medal winner is the bronze medalist, and the reason we know this is the subject of this episode of The Intuitive Customer. W...
2019-06-2934 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthCustomer Journey Mapping Using Behavioral ScienceCustomer Journey Mapping Using Behavioral Science Journey mapping is how organizations look at the customer journey, or the steps a customer would take from the beginning to the end in their experience. However, we would say regarding journey mapping that it is not only vital to consider the customer journey from beginning to end but also to view it from the customers' perspective. Journey Mapping employing this approach is what we call Behavioral Journey Mapping. We discuss how to undertake customer Journey Mapping using Behavioral Science in this episode of The Intuitive Customer Podcast. We...
2019-06-2231 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthHow to Understand Customers PreferenceHow to Understand Customers Preference Have you ever noticed how some people put a lot of letters after their names in their signatures and bylines? Some of them go on for quite a while, like a second surname. It annoys me sometimes. Then, I remember that when I introduce myself, I often refer to my status on LinkedIn as one of the top 150 Business Influencers. I do it because I am proud of it. I presume that people with the degrees are feeling proud of their hard work and accomplishment earning that degree and qualification...
2019-06-1526 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthHappy Employees Make Happy CustomersHappy Employees Make Happy Customers When your employees are happy, they are more likely to make your customers happy. Common sense dictates that this is logical. However, despite the rationality of this statement, too many organizations do not spend enough of their resources ensuring their employees are happy—and their Customer Experience suffers for it. This episode of The Intuitive Customer dives into Colin's new book on the subject 'Happy People Make Happy Customers' and we explain why the experience you provide your employees is just as critical as the one you want to deliver to...
2019-06-0830 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthWhy Are We Scared of New Technology?Why Are We Scared of New Technology? We have some exciting new technology for CX. Facial recognition technology and facial expression analysis yield some new and exciting data about how customers feel during a Customer Experience. The only problem is that many people find it creepy. This episode of The Intuitive Customer asks the question Why Are We Scared of New Technology? It turns out, we have been here before with new technology. Of course, that time, it was something far more crazy than recording facial expressions and using software to determine how a person f...
2019-06-0125 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthThe Massive Importance of Memory in a Customer's ExperienceThe Massive Importance of Memory in a Customer's Experience Customer loyalty is a function of customers' memories. That is to say, customers don't choose your experience over another; customers choose the memory of your experience over another. Therefore, we feel it is vital that you ensure your customers have an excellent memory of your Customer Experience. This episode of The Intuitive Customer explores the massive importance of memory for a Customer Experience and how our brain influences what we remember about them. The human memory is imperfect. Our brains hold onto specific types...
2019-05-2530 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthCreating a Frictionless ExperienceCreating a Frictionless Experience As a global customer experience consultant for nearly two decades, I have never heard a customer say, "Gee! I wish that buying process was just a little more complicated!" Why? All customers want their experiences to be easy. When things aren't easy in a given moment, we describe that as friction. Every organization needs to find their moments of resistance in a Customer Experience and fix them—before the competition beats them to it. This episode of The Intuitive Customer explores friction in Customer Experience with...
2019-05-1828 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthAre You Managing This Key Driver of Poor Experience?We don't like uncertainty. It affects our lives in many ways, and especially as customers. Consider the fact that we buy insurance. We purchase peace of mind that we are covered if something unlikely (and terrible) happens. Likewise, we buy Powerball tickets in the improbable event that we will win. In other words, we are terrible at estimating the probability of unlikely events, for good or ill. This episode of The Intuitive Customer explores why that is at a psychological level and what you can do about it in your Customer Experience Design. The governing...
2019-05-1119 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthWhy Are Insignificant Things So Significant?Why Are Insignificant Things So Significant? Have you ever had the feeling that something about a buying experience didn't feel right? Chances are if you did, you didn't buy the product or service. Most times, how a purchase feels is a driver for our customer behavior. This episode of The Intuitive Customer explores why insignificant things are so significant. In other words, why do the little things have such a big influence on what we do as customers? Also, we discuss how you can assess and address the insignificant parts of your experience to influence...
2019-05-0426 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthWhat Customer Emotions Drive the Most ValueWhat Customer Emotions Drive the Most Value 15 years ago, in Munich, I was asked a question I couldn't answer when presenting to an insurance company. The person asking understood what I was saying about evoking the proper emotions in a Customer Experience. No, he wanted to know how much money he would get back by investing in my idea. I didn't know. That was in 2004. For the next two years and in partnership with the London Business School, we undertook research to answer that question. After millions of answers from thousands of respondents i...
2019-04-2724 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthIs Facial Recognition Creepy or Is It Just the Future?Is Facial Recognition Creepy or Is It Just the Future? Technology can analyze people's facial expressions and determine what emotion they feel. It's called Facial Expression Analysis and it uses Facial Recognition technology. This technology presents the most authentic option for capturing data on customers' emotions during your Customer Experience. This technology is the next level of Customer Experience analysis and the future for the industry. Take a look here: https://beyondphilosophy.com/authentic-emotion-recognition/ In some cases, however, it is the now, for facial recognition technology anyway. Big brands like Walmart and KFC use facial...
2019-04-2040 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthWhy Too Much Choice is a Bad ThingPeople like choices. They just don't like choosing, at least not when there are too many options. However, if you give people the option of shopping where there are only two options or where there is a wide selection, people will nearly always choose to shop where there are many choices. Then, when they get there, they can't make a decision and feel frustrated and disappointed about it. This episode of The Intuitive Customer explores the issues of too many choices and the adverse effects it can have on how your customer feels during your...
2019-04-1324 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthBeing the Guardian of Your Service CultureBeing the Guardian of Your Service Culture Keeping up your culture of customer service is not easy. Leadership in many organizations find maintaining the customer service culture they have established is a substantial issue. In this episode of The Intuitive Customer podcast, we spoke with three-time best-selling author, coach, and conference speaker Marilyn Suttle. She helps leaders and teams make subtle shifts to create breakthrough success for customers. Her clients have gone on to increase their scores for customer satisfaction and improved employee engagement. Many have also earned awards in their industry. So...
2019-04-0630 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthBrand Or Customer Experience - what comes first?Brand Or Customer Experience - what comes first? The ubiquity of brands is undeniable. With the constant exposure to them, we all feel like we know what a brand is. However, when we are asked to explain it, we often fumble. In fact, it is remarkable just how different our answers are. It seems as if no one really knows what a brand is at all. Branding is imperative to having an outstanding Customer Experience. The relationship between your brand and the outcome of your experience, at least in the customer's eye, has d...
2019-03-3022 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthHow to Manage UncertaintyHow to Manage Uncertainty My team is the Luton Town Football Club. I heard the manager say about the team that you have to control the controllable. I quite like that phrase and I believe it is the key to managing uncertainty in your business for your customers. Now, he didn't come up with the phrase. It's a well-used epithet by many coaching organizations—and not just for football. The reason the saying is so well-known is it helps us as human beings cope with uncertainty. It means that even...
2019-03-2320 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthCustomers Are Irrational! Why? What Can We Do About It?Customers Are Irrational! Why? What Can We Do About It? Many times, when I talk about irrationality in customer behavior, people in the business-to-business (B2B) arena tune out. However, this is a mistake. All customers are irrational, whether they are making business decisions or consumer ones. This episode of The Intuitive Customer explores customer irrationality. We talk about what we mean by it, how it changes our perception of an experience, and what organizations can do to design Customer Experience strategies that work with irrationality. Many years ago, I...
2019-03-1622 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthHow To Create Innovative ServiceOne thing many positive Customer Experience stories people tell have in common is they involve a moment that surprised and delighted customers. Customer loyalty consultants refer to it as Innovative Customer Experience, and it is the key to getting your customers to talk about your experience to everyone they know. Author, speaker, and customer loyalty expert Dr. Chip Bell is our guest on this episode of The Intuitive Customer podcast. As a customer loyalty consultant to Fortune 100 Companies, Bell explains how Innovative Service is the kind that gets talked about, and what inspires the customer behavior you...
2019-03-0927 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthThe Tools To Use To Create Actionable MeasuresA significant influence on your Customer Experience outcome is how customers feel during your experience. In our global Customer Experience consultancy, we say that emotions are over 50 percent of a Customer Experience. For good or ill, customer feelings have a profound effect on how they remember your experience also. Despite my belief and routine pronouncement of these facts, I am astonished by how many companies don't bother with measuring customer emotions. Those that do measure customer emotions don't think about how they will use it. Measuring customer emotions in real time is paramount for your...
2019-03-0238 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthHow To Measure Authentic Customer Emotions In Real TimeThere is a big challenge when measuring customer emotions as you are asking customers how they felt in an experience, as this is done retrospectively, a while after they had the experience. Many times, Customers don't remember how they felt or, for several reasons, they don't want to tell you. Using technology, you can now measure customer's emotions in real time! Critically you can measure their AUTHENTIC emotions, i.e: The REAL emotions they are feeling, through the use of micro expressions. These are involuntary, automatic movements the customer makes without even realizing what they are doing. ...
2019-02-2331 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthHow Customers Make Decisions in a World of ConstraintsWe often discuss the Intuitive and Rational System and how they work together to help customers make decisions. The Intuitive System is automatic and emotional, and the Rational System is deliberate and logical. What we don't usually share is that by academic standards, this concept is relatively new. An older theory also explains why we act the way we do as customers, and you need to know about it to promote customer success. This episode of The Intuitive Customer Podcast explores the concept of bounded rationality first introduced by Nobel-Prize winning professor Herbert Simon in...
2019-02-1624 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthHow Successful Retailers Win in Endless DisruptionOrganizations do not have the luxury of focusing solely on operations these days. Over the past decade, retail as an industry has changed. To survive, retailers must put the customer at the center of everything they do. That said, not everyone believes it yet. Not so long ago, I was having a conversation in the C-Suite of a company about Customer Experience. Unfortunately, this company was not into the idea of putting the customer at the center of everything they do. Now, I won't tell you the name of the company, but...
2019-02-0934 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthHow to Create A Financial Times Award-Winning Consultancy from ScratchBeyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). This was voted on by clients and peers, we couldn't be more honored or proud. This bonus episode podcast explores how you can take your idea and turn it into an Financial Times Award-Winning consultancy, too. We share our 10-Step Plan for Success and ask our listeners, what would you do if you weren't afraid? The 10-Step Plan for Creating Your Award-Winning Business: Recognize that you are an expert in something, a...
2019-02-0629 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthThe One Thing You Need to ChangePsychological theories help explain why people do what they do. As customer experience consultants we believe when you are working on a Customer Experience strategy psychological theory is crucial to understanding the behavior of your customers. However, psychology is unlike other sciences; it isn't exact. In fact, you might have to consider much of what psychology tells us is provisional, an impermanent hypothesis that explains what many people do most of the time. Just not all the time. This conditional nature of human behavior theory can be problematic when analyzing customer b...
2019-02-0221 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthThe BIG Dangers For 'Customer Experience' in 2019 - Expert DebateThe Customer Experience Industry is suffering from a lack of results. Or perhaps it might be more accurate to say, it is suffering from a lack of proof about the results Customer Experience strategy is getting. It is time for all Customer Experience professionals to champion the ROI of their Customer Experience. The problem is many of our champions do not know how. We spoke with speaker, author, and CEO of Customer Think, Corporation, Bob Thompson about his recent research and what he thinks the Customer Experience str...
2019-01-2628 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthAre You A Risk Taker?Are You a Risk Taker? We all have varying levels of risk tolerance. When we shy away from risk, we call that risk-aversion. This episode of The Intuitive Customer discusses the concept of risk aversion and how it affects customers' behavior in your Customer Experience. People like sure bets better that come with less significant gains over risky ventures, even when the risky venture proposes a substantial benefit. We hate losing things. Losing things makes us much more upset than gaining things makes us happy. So, if we are risk-averse by nature then w...
2019-01-1323 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth4 Easy Ways To Get Started Using Behavioral EconomicsThere is an abundance of theory in behavioral economics which can seem overwhelming. How can Marketing and Customer experience teams start using it today. In this podcast we give you an overview of the big ideas. To do this, Ryan has developed a framework of the four key principles - a summary of the four principles of human behavior. Ryan calls this the 4R's. 1: Reference points. Reference points is the idea that people evaluate almost anything by comparing it to something else. If you want to figure out how people are going to evaluate something...
2019-01-0628 min
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthHow Do Customers Evaluate Your Organization?Colin Shaw and Professor Ryan Hamilton discuss how customers evaluate your organization. They do so buy looking at the interactions they have, but this is also affected by the 'Halo' that you project. What does this mean for your organization? How can you use this to improve your Customer Experience? Evaluate the people they are dealing with? What affects this evaluation? What do the organizations do? Brought to you by BeyondPhilosophy.com
2018-01-1325 min