Shows
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthMost People Think They Use AI Well; Many Are Mistaken! Are You?How are you really using AI — and how does that compare to others? In this episode, Colin Shaw introduces a simple behavioural framework for understanding how people are actually using AI today — not in theory, but in practice — and why this matters enormously for the future of Customer Experience. Rather than treating AI as a technology maturity model, Colin reframes it as a behavioural curve, shaped by confidence, trust, intent, and the consequences of being wrong. Drawing on real usage examples, ChatGPT analytics, and current research, Colin outlines four AI usage patterns that people...
2026-01-3132 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthMost People Think They Use AI Well; Many Are Mistaken! Are You?How are you really using AI — and how does that compare to others? In this episode, Colin Shaw introduces a simple behavioural framework for understanding how people are actually using AI today — not in theory, but in practice — and why this matters enormously for the future of Customer Experience. Rather than treating AI as a technology maturity model, Colin reframes it as a behavioural curve, shaped by confidence, trust, intent, and the consequences of being wrong. Drawing on real usage examples, ChatGPT analytics, and current research, Colin outlines four AI usage patterns that people...
2026-01-3132 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthAre Your Salespeople Sabotaging Your Customer Experience?Sales and Customer Experience—two critical functions that should work together, but too often operate at odds. This week, Colin and Ryan explore how traditional sales tactics can undermine long-term loyalty and create organisational silos. They share personal stories (including Colin's car-buying nightmare) and practical advice for aligning sales with your desired customer experience. If you want to sell AND build trust, this episode is for you. Best Quote of the Episode: "If you can't proudly stand behind the experience you're creating, you've got a problem." — Colin Shaw Key Takeaways: ✅ Traditional closing techni...
2025-12-2026 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthAre Your Salespeople Sabotaging Your Customer Experience?Sales and Customer Experience—two critical functions that should work together, but too often operate at odds. This week, Colin and Ryan explore how traditional sales tactics can undermine long-term loyalty and create organisational silos. They share personal stories (including Colin's car-buying nightmare) and practical advice for aligning sales with your desired customer experience. If you want to sell AND build trust, this episode is for you. Best Quote of the Episode: "If you can't proudly stand behind the experience you're creating, you've got a problem." — Colin Shaw Key Takeaways: ✅ Traditional closing techni...
2025-12-2026 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthI Signed a 'Gag Order'. Here's What It Taught Me About OrganizationsIn this episode, Colin Shaw shares a recent personal experience with a major brand that imposed a 'gag order' (NDA) after a poor service experience — and how this reflects a deeper organizational issue: silos. Together with Professor Ryan Hamilton, Colin explores why siloed thinking leads to incoherent customer experiences, how internal motivations can conflict with CX goals, and what leaders must do to ensure learning, trust, and advocacy remain priorities. A must-listen for CX professionals and senior leaders alike. Best Quote: "Who decides? That is the question every leadership team should ask — and answer wisely."
2025-11-0827 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthI Signed a 'Gag Order'. Here's What It Taught Me About OrganizationsIn this episode, Colin Shaw shares a recent personal experience with a major brand that imposed a 'gag order' (NDA) after a poor service experience — and how this reflects a deeper organizational issue: silos. Together with Professor Ryan Hamilton, Colin explores why siloed thinking leads to incoherent customer experiences, how internal motivations can conflict with CX goals, and what leaders must do to ensure learning, trust, and advocacy remain priorities. A must-listen for CX professionals and senior leaders alike. Best Quote: "Who decides? That is the question every leadership team should ask — and answer wisely."
2025-11-0827 min
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthWhy Customer Satisfaction Hasn't Budged in 30 Years: Two new guest experts tell us whyIn this milestone episode, The Intuitive Customer undergoes a transformation. Colin Shaw announces a step back from the regular hosting role, prompting a fresh chapter in the podcast's evolution. Hosts Colin Shaw and Professor Ryan Hamilton introduce two new expert contributors — Dr. Morgan Ward, a consumer psychologist, and Ben Shaw, a brand strategist — to bring fresh perspectives on customer behavior, brand experience, and the future of CX. Together, the four hosts discuss the state of customer experience today, particularly in light of the stagnant growth in the American Customer Satisfaction Index over the past three decades. They deba...
2025-08-1637 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthWhy Customer Satisfaction Hasn't Budged in 30 Years: Two new guest experts tell us whyIn this milestone episode, The Intuitive Customer undergoes a transformation. Colin Shaw announces a step back from the regular hosting role, prompting a fresh chapter in the podcast's evolution. Hosts Colin Shaw and Professor Ryan Hamilton introduce two new expert contributors — Dr. Morgan Ward, a consumer psychologist, and Ben Shaw, a brand strategist — to bring fresh perspectives on customer behavior, brand experience, and the future of CX. Together, the four hosts discuss the state of customer experience today, particularly in light of the stagnant growth in the American Customer Satisfaction Index over the past three decades. They deba...
2025-08-1637 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthThe Growth Dilemma: Managing Your Brand When Different Customers Want Different ThingsHow do you grow your revenues without upsetting your existing customers? In this episode, Colin Shaw and Professor Ryan Hamilton dive into the new book he has written with Anne Wilson, Senior Lecturer at Wharton. Published by Harvard Business Review Press, the book is called: The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things Available here: https://bit.ly/3ZCN2wD Professor Ryan Hamilton reveal how brand growth often gets derailed not by bad strategy, but by insufficient attention to how your customer segments relate to...
2025-06-2134 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthThe Growth Dilemma: Managing Your Brand When Different Customers Want Different ThingsHow do you grow your revenues without upsetting your existing customers? In this episode, Colin Shaw and Professor Ryan Hamilton dive into the new book he has written with Anne Wilson, Senior Lecturer at Wharton. Published by Harvard Business Review Press, the book is called: The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things Available here: https://bit.ly/3ZCN2wD Professor Ryan Hamilton reveal how brand growth often gets derailed not by bad strategy, but by insufficient attention to how your customer segments relate to...
2025-06-2134 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthWhat Customers Really Think About Your AI Experience: Academic Research Reveals the Truth.Have you ever said "thank you" to a chatbot or Chat GPT? Well, you're not alone—and you might just be weirder than you think. It turns out AI can be more empathic than people. But what do Customers think of AI experiences? Academic research reveals the answers we discuss in this show. In this special live-recorded episode from the SOCAP Conference, Colin Shaw and Professor Ryan Hamilton explore the psychology behind how customers actually feel about AI—and what that means for your customer experience. Ryan dives into the latest academic research on AI trus...
2025-06-071h 09The Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthWhat Customers Really Think About Your AI Experience: Academic Research Reveals the Truth.Have you ever said "thank you" to a chatbot or Chat GPT? Well, you're not alone—and you might just be weirder than you think. It turns out AI can be more empathic than people. But what do Customers think of AI experiences? Academic research reveals the answers we discuss in this show. In this special live-recorded episode from the SOCAP Conference, Colin Shaw and Professor Ryan Hamilton explore the psychology behind how customers actually feel about AI—and what that means for your customer experience. Ryan dives into the latest academic research on AI trus...
2025-06-071h 09The Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthThe Brand Builds The Promise; Customer Experience DOES NOT Deliver! Why?How happy are you when you buy auto insurance? If your answer is anything other than thrilled, you're not alone. In fact, years ago, a UK insurance company tried to convince us otherwise with their tagline "Quote Me Happy." Spoiler alert: Nobody was happy. This raises a fascinating question: What role does advertising play in the customer experience, and why is there such a massive disconnect between the ads we see and what we actually get? In this episode, Colin Shaw and Professor Ryan Hamilton dive deep into the Great Expectation Gap—and they've brought in...
2025-05-2437 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthThe Brand Builds The Promise; Customer Experience DOES NOT Deliver! Why?How happy are you when you buy auto insurance? If your answer is anything other than thrilled, you're not alone. In fact, years ago, a UK insurance company tried to convince us otherwise with their tagline "Quote Me Happy." Spoiler alert: Nobody was happy. This raises a fascinating question: What role does advertising play in the customer experience, and why is there such a massive disconnect between the ads we see and what we actually get? In this episode, Colin Shaw and Professor Ryan Hamilton dive deep into the Great Expectation Gap—and they've brought in...
2025-05-2437 minThe 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 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 Your Customers Judge You Before You Even Open Your MouthFirst impressions aren't just important—they're everything. Research shows that customers, clients, and even your colleagues are forming opinions about you, your brand, and your business in mere seconds—often before you even get a chance to introduce yourself! In this episode, Colin Shaw and Professor Ryan Hamilton dive deep into the psychology of first impressions, exploring the fascinating (and slightly terrifying) science behind snap judgments. How fast do customers decide whether they like or trust you? Why do first impressions stick so stubbornly? And most importantly—how can you make sure your business gets it right?
2025-04-1229 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthHow Your Customers Judge You Before You Even Open Your MouthFirst impressions aren't just important—they're everything. Research shows that customers, clients, and even your colleagues are forming opinions about you, your brand, and your business in mere seconds—often before you even get a chance to introduce yourself! In this episode, Colin Shaw and Professor Ryan Hamilton dive deep into the psychology of first impressions, exploring the fascinating (and slightly terrifying) science behind snap judgments. How fast do customers decide whether they like or trust you? Why do first impressions stick so stubbornly? And most importantly—how can you make sure your business gets it right?
2025-04-1229 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth10 Proven Ways Guaranteed To Build Trust In Your Customers!Trust: it's the glue that holds relationships together—both personal and professional. Yet, so many businesses get it wrong. In this special milestone episode (yes, 400 episodes!), Colin Shaw and Professor Ryan Hamilton break down why trust is the foundation of every great customer experience and, more importantly, how you can earn it, keep it, and leverage it to drive growth. From sneaky fees that erode confidence to honesty that wins lifelong loyalty, we're covering ten essential actions that will guarantee your customers trust you—and keep coming back. Plus, we share some eye-opening research on why people some...
2025-03-2929 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth10 Proven Ways Guaranteed To Build Trust In Your Customers!Trust: it's the glue that holds relationships together—both personal and professional. Yet, so many businesses get it wrong. In this special milestone episode (yes, 400 episodes!), Colin Shaw and Professor Ryan Hamilton break down why trust is the foundation of every great customer experience and, more importantly, how you can earn it, keep it, and leverage it to drive growth. From sneaky fees that erode confidence to honesty that wins lifelong loyalty, we're covering ten essential actions that will guarantee your customers trust you—and keep coming back. Plus, we share some eye-opening research on why people some...
2025-03-2929 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthWhy Short-Form Content & Thinking is Destroying Your Customer Experience And Your Career.Are we thinking less in the age of information overload? In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton discuss the hidden dangers of short-term thinking in customer experience. Businesses are obsessed with quick fixes, but is this addiction to fast results actually damaging long-term success? Join us as we explore why short-form content gives the illusion of learning, why deep understanding requires more than a 30-second soundbite, and how behavioral science can transform your customer experience for the long haul. From the pitfalls of Net Promoter Score (NPS) to the...
2025-03-1530 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthWhy Short-Form Content & Thinking is Destroying Your Customer Experience And Your Career.Are we thinking less in the age of information overload? In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton discuss the hidden dangers of short-term thinking in customer experience. Businesses are obsessed with quick fixes, but is this addiction to fast results actually damaging long-term success? Join us as we explore why short-form content gives the illusion of learning, why deep understanding requires more than a 30-second soundbite, and how behavioral science can transform your customer experience for the long haul. From the pitfalls of Net Promoter Score (NPS) to the...
2025-03-1530 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthTiny Tweaks That Can Have a BIG Effect (And Why They Sometimes Don't)🔹 Ever wonder why you always end up choosing the medium popcorn, even when you weren't hungry? Or why some websites magically guide you toward the "best" deal? That's not luck—it's behavioral science in action. In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton reveal the power of nudging—tiny tweaks that subtly influence decisions without forcing them. But here's the catch: sometimes nudges don't work at all. So, what separates a genius nudge from a total flop? That's exactly what we're unpacking today. 🔥 Best Quote from the Episode: "Nudges feel like magic...
2025-03-0829 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthTiny Tweaks That Can Have a BIG Effect (And Why They Sometimes Don't)🔹 Ever wonder why you always end up choosing the medium popcorn, even when you weren't hungry? Or why some websites magically guide you toward the "best" deal? That's not luck—it's behavioral science in action. In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton reveal the power of nudging—tiny tweaks that subtly influence decisions without forcing them. But here's the catch: sometimes nudges don't work at all. So, what separates a genius nudge from a total flop? That's exactly what we're unpacking today. 🔥 Best Quote from the Episode: "Nudges feel like magic...
2025-03-0829 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthThe Psychology Of Discounts: Are You Inadvertently Training Your Customers?Discounting—it feels like a surefire way to attract customers, right? Everyone loves a good bargain. But what happens when discounts stop being a tool and start becoming an expectation? In this episode, Colin Shaw and Professor Ryan Hamilton dive into the dangerous addiction of price discounting—how it lures in customers, why businesses struggle to stop, and the long-term damage it can do to your brand and bottom line. You'll hear painful stories of businesses that have trained their customers never to pay full price, the psychology behind why discounts are so irresistible, and why...
2025-03-0129 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthThe Psychology Of Discounts: Are You Inadvertently Training Your Customers?Discounting—it feels like a surefire way to attract customers, right? Everyone loves a good bargain. But what happens when discounts stop being a tool and start becoming an expectation? In this episode, Colin Shaw and Professor Ryan Hamilton dive into the dangerous addiction of price discounting—how it lures in customers, why businesses struggle to stop, and the long-term damage it can do to your brand and bottom line. You'll hear painful stories of businesses that have trained their customers never to pay full price, the psychology behind why discounts are so irresistible, and why...
2025-03-0129 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth7 Ways To Break Organizational Silos; The Silent Killer Of Customer Experience🚀 Are your departments working together or just co-existing in polite chaos? Organizational silos are the silent killer of customer experience. Sales, Marketing, Customer Service, IT, Finance, HR—they all have their own priorities, their own goals, and their own version of success. But do those priorities align? More often than not, they don't, and the result is a disjointed, frustrating experience for customers (and let's be honest, for employees too). If you've ever tried to resolve a simple issue with a company only to be bounced between departments like a human pinball, you've experienced the dark...
2025-02-2229 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth7 Ways To Break Organizational Silos; The Silent Killer Of Customer Experience🚀 Are your departments working together or just co-existing in polite chaos? Organizational silos are the silent killer of customer experience. Sales, Marketing, Customer Service, IT, Finance, HR—they all have their own priorities, their own goals, and their own version of success. But do those priorities align? More often than not, they don't, and the result is a disjointed, frustrating experience for customers (and let's be honest, for employees too). If you've ever tried to resolve a simple issue with a company only to be bounced between departments like a human pinball, you've experienced the dark...
2025-02-2229 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthPsychological Pricing: 7 Practical Tips You Can Use Today to Boost SalesPricing. It's one of the most critical decisions your business will ever make, yet most people approach it like a finger-in-the-air guessing game. But what if you could tap into psychological principles to not just set prices, but make your customers feel they're getting a great deal? That's what this episode of The Intuitive Customer is all about. Join Colin Shaw and Professor Ryan Hamilton as they break down the fascinating—and sometimes hilarious—world of psychological pricing. From late-night infomercials and $400 bath towels to popcorn buckets and outrageous anchoring techniques, we explore why pricing is more than...
2025-02-1537 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthPsychological Pricing: 7 Practical Tips You Can Use Today to Boost SalesPricing. It's one of the most critical decisions your business will ever make, yet most people approach it like a finger-in-the-air guessing game. But what if you could tap into psychological principles to not just set prices, but make your customers feel they're getting a great deal? That's what this episode of The Intuitive Customer is all about. Join Colin Shaw and Professor Ryan Hamilton as they break down the fascinating—and sometimes hilarious—world of psychological pricing. From late-night infomercials and $400 bath towels to popcorn buckets and outrageous anchoring techniques, we explore why pricing is more than...
2025-02-1537 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 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 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthSilence Is Killing Your Business: The Innovation Cost of Quiet TeamsEpisode Summary: How can you create an environment where your team feels safe to speak their minds without fear of judgment or reprisal? In this episode, Colin Shaw and Professor Ryan Hamilton are joined by Gary Keogh, an expert in psychological safety and a former corporate leader turned coach. Together, they dive into why fostering openness in teams is more than just a buzzword—it's the secret sauce for innovation, collaboration, and performance. Gary shares eye-opening stories, practical examples, and proven methods to build trust within teams. Learn how even small behaviors like showing vulnerability, de...
2025-02-0135 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthSilence Is Killing Your Business: The Innovation Cost of Quiet TeamsEpisode Summary: How can you create an environment where your team feels safe to speak their minds without fear of judgment or reprisal? In this episode, Colin Shaw and Professor Ryan Hamilton are joined by Gary Keogh, an expert in psychological safety and a former corporate leader turned coach. Together, they dive into why fostering openness in teams is more than just a buzzword—it's the secret sauce for innovation, collaboration, and performance. Gary shares eye-opening stories, practical examples, and proven methods to build trust within teams. Learn how even small behaviors like showing vulnerability, de...
2025-02-0135 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth10 Career Lessons You Need to Thrive in 2025Episode Summary How do you set yourself apart in an ever-evolving professional landscape? In this episode of The Intuitive Customer, Colin Shaw and Ryan Hamilton dive deep into the career lessons they've learned over decades of navigating the twists and turns of professional life. This isn't just another list of career tips—it's a roadmap for thriving in 2025 and beyond. From mastering long-term planning to embracing the disruptive power of technology, Colin and Ryan unpack the strategies that make all the difference in building a fulfilling, forward-looking career. Plus, they share personal anecdotes (and a few laughs) ab...
2025-01-2532 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth10 Career Lessons You Need to Thrive in 2025Episode Summary How do you set yourself apart in an ever-evolving professional landscape? In this episode of The Intuitive Customer, Colin Shaw and Ryan Hamilton dive deep into the career lessons they've learned over decades of navigating the twists and turns of professional life. This isn't just another list of career tips—it's a roadmap for thriving in 2025 and beyond. From mastering long-term planning to embracing the disruptive power of technology, Colin and Ryan unpack the strategies that make all the difference in building a fulfilling, forward-looking career. Plus, they share personal anecdotes (and a few laughs) ab...
2025-01-2532 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthBreaking the Routine: How to Help Customers Form New HabitsEpisode Summary In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton delve into the fascinating world of customer habits. Colin shares his recent experiences shopping at Publix, Aldi, and Whole Foods, uncovering how deeply ingrained habits shape our decisions as customers. The discussion explores the psychology behind habit formation, the challenges businesses face when trying to change customer routines, and the critical role of segmentation in addressing diverse customer needs. From grocery stores to TSA lines and even Apple's onboarding strategy, this episode highlights actionable insights for businesses looking to influence customer behavior effectively....
2025-01-1827 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthBreaking the Routine: How to Help Customers Form New HabitsEpisode Summary In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton delve into the fascinating world of customer habits. Colin shares his recent experiences shopping at Publix, Aldi, and Whole Foods, uncovering how deeply ingrained habits shape our decisions as customers. The discussion explores the psychology behind habit formation, the challenges businesses face when trying to change customer routines, and the critical role of segmentation in addressing diverse customer needs. From grocery stores to TSA lines and even Apple's onboarding strategy, this episode highlights actionable insights for businesses looking to influence customer behavior effectively....
2025-01-1827 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthTariffs, Technology, and Trends: What 2025 Means For You and Your CustomersEpisode Summary In this episode of The Intuitive Customer, Colin Shaw and Ryan Hamilton dive into the predictions shaping 2025 and their implications for customer experience. From economic uncertainty and its emotional impacts to the rise of AI in search behavior, they explore how these trends will influence customer decisions and business strategies. The conversation also delves into the unintended consequences of tariffs, the challenges of AI implementation, and the importance of maintaining a customer-centric culture amidst technological advancements. Quote of the Episode "Perception is reality, especially in customer experience. Customers' feelings about the broader world—not just yo...
2025-01-1131 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthTariffs, Technology, and Trends: What 2025 Means For You and Your CustomersEpisode Summary In this episode of The Intuitive Customer, Colin Shaw and Ryan Hamilton dive into the predictions shaping 2025 and their implications for customer experience. From economic uncertainty and its emotional impacts to the rise of AI in search behavior, they explore how these trends will influence customer decisions and business strategies. The conversation also delves into the unintended consequences of tariffs, the challenges of AI implementation, and the importance of maintaining a customer-centric culture amidst technological advancements. Quote of the Episode "Perception is reality, especially in customer experience. Customers' feelings about the broader world—not just yo...
2025-01-1131 min
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthDiscover the key insight from 2024 and a plan for how to progress in 2025!Episode Summary: In this special end-of-year episode, Colin Shaw and Professor Ryan Hamilton reflect on 2024, sharing personal and professional lessons learned throughout the year. The conversation dives into themes of resilience in both life and customer experience, the vital role of community, the need for balance, and the hype surrounding AI. Key Takeaways: Resilience Matters: Colin discusses how personal resilience during a home crisis parallels the resilience required in customer experience. He explains how understanding customers' emotional journeys (e.g., the grief cycle) can improve support and satisfaction. Community is Key: B...
2024-12-2822 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthDiscover the key insight from 2024 and a plan for how to progress in 2025!Episode Summary: In this special end-of-year episode, Colin Shaw and Professor Ryan Hamilton reflect on 2024, sharing personal and professional lessons learned throughout the year. The conversation dives into themes of resilience in both life and customer experience, the vital role of community, the need for balance, and the hype surrounding AI. Key Takeaways: Resilience Matters: Colin discusses how personal resilience during a home crisis parallels the resilience required in customer experience. He explains how understanding customers' emotional journeys (e.g., the grief cycle) can improve support and satisfaction. Community is Key: B...
2024-12-2822 min
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthUnlocking Customer Insights: Mastering the Art of Effective Customer ResearchThis has been created in partnership with YouGov. Our listeners will enjoy $ 500 off their first survey from YouGov. Click here. Customer research has some big problems. You might think the big problem with customer research is not asking the right questions. But it isn't. Then, surely it's asking the wrong people the wrong way, right? But that's not it either. The biggest mistake people make in customer research is not doing it often enough. Let me explain. Frequently, clients hand me...
2024-01-2736 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthUnlocking Customer Insights: Mastering the Art of Effective Customer ResearchThis has been created in partnership with YouGov. Our listeners will enjoy $ 500 off their first survey from YouGov. Click here. Customer research has some big problems. You might think the big problem with customer research is not asking the right questions. But it isn't. Then, surely it's asking the wrong people the wrong way, right? But that's not it either. The biggest mistake people make in customer research is not doing it often enough. Let me explain. Frequently, clients hand me...
2024-01-2736 min
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthHow do I discover if my customer has decided to buy?In sales, it can be tough to know when a customer is no longer deciding but already decided—unless, of course, they tell you that out loud. So, it is incumbent upon you to read the signs that a customer has decided to buy. For example, I like to make drawings with pen and paper during my sales presentations with a contact. Then, I position the pen toward them during the discussion as an invitation for them to pick up and draw a little bit, too. If they do, it's a good sign. Scribbling away on m...
2023-01-1430 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthHow do I discover if my customer has decided to buy?In sales, it can be tough to know when a customer is no longer deciding but already decided—unless, of course, they tell you that out loud. So, it is incumbent upon you to read the signs that a customer has decided to buy. For example, I like to make drawings with pen and paper during my sales presentations with a contact. Then, I position the pen toward them during the discussion as an invitation for them to pick up and draw a little bit, too. If they do, it's a good sign. Scribbling away on m...
2023-01-1430 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthWow! It's been an interesting year! This is what we have learned...The end of a year is always a nice reminder to reflect on time passed. It's a regular milestone where you can check in on your experiences and remember the lessons gained from another trip around our sun. This year has been an interesting one. With a foot half-in, half-out of the pandemic, continuing supply chain issues, rising inflation rates all over the world, and a war in Ukraine, one might even say awful. However, like any year, everything isn't awful. There have been moments, professionally and personally that have been exce...
2022-12-2430 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthWow! It's been an interesting year! This is what we have learned...The end of a year is always a nice reminder to reflect on time passed. It's a regular milestone where you can check in on your experiences and remember the lessons gained from another trip around our sun. This year has been an interesting one. With a foot half-in, half-out of the pandemic, continuing supply chain issues, rising inflation rates all over the world, and a war in Ukraine, one might even say awful. However, like any year, everything isn't awful. There have been moments, professionally and personally that have been exce...
2022-12-2430 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthWant your post to go viral? Here is the secret formula...Going viral is the goal of any passionate social media poster. Posting your content and watching as the views and shares grow exponentially is the dream for marketers trying to build a brand online. Unless, of course, the viral post is about how you broke a guitar during a customer's flight and then showed "indifference" to their complaint. (Looking at you, United Airlines.) That's a nightmare. The trick is actually doing it—and for the right reasons, not a customer service failure. In an environment where there is infinite amounts of co...
2022-12-1031 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthWant your post to go viral? Here is the secret formula...Going viral is the goal of any passionate social media poster. Posting your content and watching as the views and shares grow exponentially is the dream for marketers trying to build a brand online. Unless, of course, the viral post is about how you broke a guitar during a customer's flight and then showed "indifference" to their complaint. (Looking at you, United Airlines.) That's a nightmare. The trick is actually doing it—and for the right reasons, not a customer service failure. In an environment where there is infinite amounts of co...
2022-12-1031 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthEmbrace this amazing way Customers evaluate you to gain successCustomers are fickle. Or at least they appear to be. What once may have exceeded your customer's expectations one day becomes ordinary the next. That's because People become less sensitive to change as things improve. It's called Diminishing Sensitivity, and it's the reason that sometimes you have to work harder to "Wow!" your customers. If you gave $100 to a poor person and a millionaire, it would have completely different effects on their daily lives. While the millionaire would be polite and appreciative of the extra cash, the poor person would feel the difference made by...
2022-12-0329 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthEmbrace this amazing way Customers evaluate you to gain successCustomers are fickle. Or at least they appear to be. What once may have exceeded your customer's expectations one day becomes ordinary the next. That's because People become less sensitive to change as things improve. It's called Diminishing Sensitivity, and it's the reason that sometimes you have to work harder to "Wow!" your customers. If you gave $100 to a poor person and a millionaire, it would have completely different effects on their daily lives. While the millionaire would be polite and appreciative of the extra cash, the poor person would feel the difference made by...
2022-12-0329 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthLoyalty is a function of memory, this is how memories are built. (Memory Mini series 2/3)Memories do not exist alone. They are networked…and this network isn't a bunch of the same kind of information arranged in neat order and categorized by type. It's a network of different memory types intermingling facts and feelings, procedures, and judgements, all influencing each other in interesting ways. Memory is what creates customer loyalty. It doesn't matter what parts of your customer strategy you design. If customers don't remember that you did it, it won't matter later. It's for this reason that we love the subject of memory. So, we di...
2022-09-2431 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthLoyalty is a function of memory, this is how memories are built. (Memory Mini series 2/3)Memories do not exist alone. They are networked…and this network isn't a bunch of the same kind of information arranged in neat order and categorized by type. It's a network of different memory types intermingling facts and feelings, procedures, and judgements, all influencing each other in interesting ways. Memory is what creates customer loyalty. It doesn't matter what parts of your customer strategy you design. If customers don't remember that you did it, it won't matter later. It's for this reason that we love the subject of memory. So, we di...
2022-09-2431 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthOur behavior is motivated by what we recall, so how are memories formed? (Memory Mini series 1/3)Memory is crucial to customer strategy. Understanding customer behavior requires a fundamental understanding of how we access and use memories in our daily life and how it drives decision making in our actions and even who we decide to trust. In other words, understanding people requires understanding their memories. Further, it requires knowing what they remember and why, and also, what they don't remember at all. This week, the Intuitive Customer is going Netflix. We present the first of our three-part series on Memory. It's the Memory Mini-Series, Part 1. In it, we...
2022-09-1730 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthOur behavior is motivated by what we recall, so how are memories formed? (Memory Mini series 1/3)Memory is crucial to customer strategy. Understanding customer behavior requires a fundamental understanding of how we access and use memories in our daily life and how it drives decision making in our actions and even who we decide to trust. In other words, understanding people requires understanding their memories. Further, it requires knowing what they remember and why, and also, what they don't remember at all. This week, the Intuitive Customer is going Netflix. We present the first of our three-part series on Memory. It's the Memory Mini-Series, Part 1. In it, we...
2022-09-1730 min
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthBreakthrough thinking: Why do we believe things that are not true?Breakthrough thinking: Why do we believe things that are not true? There was a car brand several decades ago in the UK called ŠKODA. It was a terrible car, much like Yugo was in the US. However, they have changed their image and today, my son wants to buy one. I told him the jokes we all used to have about ŠKODA and their low-quality construction (What do a ŠKODA and a baby have in common? They never go anywhere without a rattle.) My son doesn't care. His perception is that the...
2022-06-2530 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthBreakthrough thinking: Why do we believe things that are not true?Breakthrough thinking: Why do we believe things that are not true? There was a car brand several decades ago in the UK called ŠKODA. It was a terrible car, much like Yugo was in the US. However, they have changed their image and today, my son wants to buy one. I told him the jokes we all used to have about ŠKODA and their low-quality construction (What do a ŠKODA and a baby have in common? They never go anywhere without a rattle.) My son doesn't care. His perception is that the...
2022-06-2530 min
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthIs Father Christmas Real; Why Storytelling is so Incredibly ImportantWhen I was 25, my mum was proud of the fact that we had never discussed the verity of Father Christmas, which, of course, is not in question. She wanted that story to be a part of my life, so she made sure it was, well into adulthood. I have continued the tradition with my kids. Father Christmas, the story of a toymaker that brings love and joy to children all around the world has been in effect at the Shaw house for over 30 years. Now, we are indoctrinating the grandkids as well. Storytelling as a...
2021-12-1827 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthIs Father Christmas Real; Why Storytelling is so Incredibly ImportantWhen I was 25, my mum was proud of the fact that we had never discussed the verity of Father Christmas, which, of course, is not in question. She wanted that story to be a part of my life, so she made sure it was, well into adulthood. I have continued the tradition with my kids. Father Christmas, the story of a toymaker that brings love and joy to children all around the world has been in effect at the Shaw house for over 30 years. Now, we are indoctrinating the grandkids as well. Storytelling as a...
2021-12-1827 min
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthI am so Frustrated! Customers' Comments Don't Reflect the Score They Give Me. Why?I love when listeners write in with their business problems. I don't love that they have problems, but I love that they share them with us so we can all work through them together. In our latest submission for our "I'm in a Pickle" feature of the podcast, Janet explains that even though their customer comments are overwhelmingly positive, their Net Promoter Score® (NPS) is not where they need it to be. Without any complaints to speak of, Janet and the organization don't know what the problem is, and they asked for our help. In this episode, w...
2021-12-0431 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthI am so Frustrated! Customers' Comments Don't Reflect the Score They Give Me. Why?I love when listeners write in with their business problems. I don't love that they have problems, but I love that they share them with us so we can all work through them together. In our latest submission for our "I'm in a Pickle" feature of the podcast, Janet explains that even though their customer comments are overwhelmingly positive, their Net Promoter Score® (NPS) is not where they need it to be. Without any complaints to speak of, Janet and the organization don't know what the problem is, and they asked for our help. In this episode, w...
2021-12-0431 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthNew Opportunity: Why Nostalgia is not just a thing of the past, but the present!I am happy to announce that I am getting my first electric guitar. Many of you know that also means I am buying my first amplifier, too. The one I have my eye on is Fender's, not because I know anything about amplifiers and their performance, but because I like how it looks like it came straight out of the 1960s. Nostalgia is an important part of my amplifier purchase. When I see the old-fashioned looking knobs on the amplifier, it reminds me of my childhood and the rock stars of my school days. Getting an amp...
2021-11-2729 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthNew Opportunity: Why Nostalgia is not just a thing of the past, but the present!I am happy to announce that I am getting my first electric guitar. Many of you know that also means I am buying my first amplifier, too. The one I have my eye on is Fender's, not because I know anything about amplifiers and their performance, but because I like how it looks like it came straight out of the 1960s. Nostalgia is an important part of my amplifier purchase. When I see the old-fashioned looking knobs on the amplifier, it reminds me of my childhood and the rock stars of my school days. Getting an amp...
2021-11-2729 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthOur Competition is Beating Us, Despite the Fact We Are Better Than Them. Why?One of our listeners, Jeanne-Claude, has a problem. He sells a complex product and despite the fact that they have the best one in the industry, the competition is outselling them. I can relate. I sold a complicated product when I was in corporate life, and it was always a highly competitive field. It can be challenging to communicate why you are the best when you have a complex offering and you want to tell customers all about it. However, one thing I know to be true is that it doesn't matter who is the best; it...
2021-11-2030 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthOur Competition is Beating Us, Despite the Fact We Are Better Than Them. Why?One of our listeners, Jeanne-Claude, has a problem. He sells a complex product and despite the fact that they have the best one in the industry, the competition is outselling them. I can relate. I sold a complicated product when I was in corporate life, and it was always a highly competitive field. It can be challenging to communicate why you are the best when you have a complex offering and you want to tell customers all about it. However, one thing I know to be true is that it doesn't matter who is the best; it...
2021-11-2030 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthThe 5 Rules to Dramatically Improve The Way you Deal with Customer ComplaintsThe 5 Rules to Dramatically Improve The Way you Deal with Customer Complaints A lot of the behavioral sciences can feel intimidating. However, it doesn't have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. Does your organization like to pretend that complaints never happen? When they do happen, does the company sweep them under the rug and hide them from everyone involved? If so, you are not alone. Many organizations have the wrong approach to customer...
2021-11-0632 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthThe 5 Rules to Dramatically Improve The Way you Deal with Customer ComplaintsThe 5 Rules to Dramatically Improve The Way you Deal with Customer Complaints A lot of the behavioral sciences can feel intimidating. However, it doesn't have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. Does your organization like to pretend that complaints never happen? When they do happen, does the company sweep them under the rug and hide them from everyone involved? If so, you are not alone. Many organizations have the wrong approach to customer...
2021-11-0632 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthI Am Really Frustrated! Why Can't My Boss See The Need to Change?Rachel has a problem. Her boss can't see the need to change. She is frustrated and doesn't know what to do. Lucky for her, she listens to our podcast and took advantage of our "Help! I'm in a Pickle!" segment for our advice on what to do. In this episode, we explore what Rachel, or anyone who champions Customer Experience but doesn't have the support they need from above, can do to convince her boss that there is a need for change. We share strategies and tactics anyone can use to motivate the person they report to...
2021-10-3029 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthI Am Really Frustrated! Why Can't My Boss See The Need to Change?Rachel has a problem. Her boss can't see the need to change. She is frustrated and doesn't know what to do. Lucky for her, she listens to our podcast and took advantage of our "Help! I'm in a Pickle!" segment for our advice on what to do. In this episode, we explore what Rachel, or anyone who champions Customer Experience but doesn't have the support they need from above, can do to convince her boss that there is a need for change. We share strategies and tactics anyone can use to motivate the person they report to...
2021-10-3029 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthHow Behavioral Science Will Dramatically Increase Your Response RatesNo one ever sends out an email that they hope no one will read. Well, not on purpose, anyway. No one would go through the trouble of writing, editing, circulating, and then editing an email some more only to have readers skip it and click on another, more compelling email in the inbox. We write and send emails to get people to do something, starting with reading it. In this episode we explore the ways that email marketers can increase response rates to their campaigns using the concepts from psychology and behavioral economics. By using the way...
2021-08-2828 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthHow Behavioral Science Will Dramatically Increase Your Response RatesNo one ever sends out an email that they hope no one will read. Well, not on purpose, anyway. No one would go through the trouble of writing, editing, circulating, and then editing an email some more only to have readers skip it and click on another, more compelling email in the inbox. We write and send emails to get people to do something, starting with reading it. In this episode we explore the ways that email marketers can increase response rates to their campaigns using the concepts from psychology and behavioral economics. By using the way...
2021-08-2828 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth200th episode! Which have been the best episodes with the most learning?We were excited to reach our 200th Episode of the podcast! In this episode, we look back on six of our favorite podcasts from these first 200 episodes and what the key learning was from each of them. We want to thank our listeners for tuning in each week to hear our ramblings. We are proud of what we do, but it would be meaningless if it didn't prove to be a useful resource for people. We hope that it is and that you will continue to join us on this journey as we explore the many facets...
2021-08-1431 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth200th episode! Which have been the best episodes with the most learning?We were excited to reach our 200th Episode of the podcast! In this episode, we look back on six of our favorite podcasts from these first 200 episodes and what the key learning was from each of them. We want to thank our listeners for tuning in each week to hear our ramblings. We are proud of what we do, but it would be meaningless if it didn't prove to be a useful resource for people. We hope that it is and that you will continue to join us on this journey as we explore the many facets...
2021-08-1431 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthWithout You Knowing It, People's Impression of You Are Being Influenced - Here's WhyIt all started with Apple's Air Tags. As soon as I heard about them, I knew that they would be exceptional, and I had to have them. But why? I had a drawerful of other manufacturer's products that did the same thing. What was so special about these? My answer is because these were from Apple, and the reason Apple is the answer is because of Halo Effects. Halo Effects affect people's impression of you and your experiences, and, in some cases, you don't have as much control over these halos as you might like.
2021-08-0731 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthWithout You Knowing It, People's Impression of You Are Being Influenced - Here's WhyIt all started with Apple's Air Tags. As soon as I heard about them, I knew that they would be exceptional, and I had to have them. But why? I had a drawerful of other manufacturer's products that did the same thing. What was so special about these? My answer is because these were from Apple, and the reason Apple is the answer is because of Halo Effects. Halo Effects affect people's impression of you and your experiences, and, in some cases, you don't have as much control over these halos as you might like.
2021-08-0731 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthHow to Increase Your Margin. Make Sure Your Pricing is Correct!When it comes to your bottom line, pricing your products and services is essential. Price it too low and you can't keep the lights on. Price it to high and nobody will buy it—and you still can't keep the lights on. So how do you increase your margin (and keep the lights on)? Make sure your pricing is correct! However, pricing correctly is more challenging than it may seem at first. Most companies assume that increasing your margin is a matter of marking up your costs enough that you can make a profit. But there is mo...
2021-07-3130 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthHow to Increase Your Margin. Make Sure Your Pricing is Correct!When it comes to your bottom line, pricing your products and services is essential. Price it too low and you can't keep the lights on. Price it to high and nobody will buy it—and you still can't keep the lights on. So how do you increase your margin (and keep the lights on)? Make sure your pricing is correct! However, pricing correctly is more challenging than it may seem at first. Most companies assume that increasing your margin is a matter of marking up your costs enough that you can make a profit. But there is mo...
2021-07-3130 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthIs Customer Experience Really The New Marketing? Join The debate!In a discussion that echoes the age-old chicken vs. egg conversation sentiment, we engaged in a debate. After meeting a fellow Customer Experience proponent on a new social media platform called Clubhouse, we invited author and speaker Stacy Sherman to debate. The topic: Is Customer Experience the new marketing, or is it an entity on its own? Sherman and I have a difference of opinion. Sherman, a director of Customer Experience and employee engagement at a global organization by day and the founder of DoingCXRight.com by night, says that Customer Experience is the new marketing, replacing...
2021-07-1731 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthIs Customer Experience Really The New Marketing? Join The debate!In a discussion that echoes the age-old chicken vs. egg conversation sentiment, we engaged in a debate. After meeting a fellow Customer Experience proponent on a new social media platform called Clubhouse, we invited author and speaker Stacy Sherman to debate. The topic: Is Customer Experience the new marketing, or is it an entity on its own? Sherman and I have a difference of opinion. Sherman, a director of Customer Experience and employee engagement at a global organization by day and the founder of DoingCXRight.com by night, says that Customer Experience is the new marketing, replacing...
2021-07-1731 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthYour Every Move Is Being Watched! Why Aren't You As Scared As I Am?Some of you might know that I am learning to play guitar. However, almost none of you will ever hear my covers of Pink Floyd. In fact, that audience is quite exclusive, and includes only me and my wife Lorraine. That is because my guitar playing is something that I do in private, not public. In this episode, we talk about privacy, or rather, the lack of it in today's online environment. Your customers probably also have some things they would rather keep private, and finding out that you are invading their privacy with undisclosed data collection...
2021-07-1034 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthIs Outsourcing Your Customer Experience Really A Good Idea or Just Wrong?Maybe it's a towing service. Perhaps you use an interior designer. It could be that you needed to outsource your call center. Whatever the reason may be, you have outsourced part of your Customer Experience. There is an inherent risk involved, of course, if there are problems. After all, customers do not distinguish between the part of the experience you provide and the part your third-party does. To customers, it's all one experience and any problems that happen along the way, whether they were under your control or not, reflect upon your brand. However, by bringing in...
2021-07-0330 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthIs Outsourcing Your Customer Experience Really A Good Idea or Just Wrong?Maybe it's a towing service. Perhaps you use an interior designer. It could be that you needed to outsource your call center. Whatever the reason may be, you have outsourced part of your Customer Experience. There is an inherent risk involved, of course, if there are problems. After all, customers do not distinguish between the part of the experience you provide and the part your third-party does. To customers, it's all one experience and any problems that happen along the way, whether they were under your control or not, reflect upon your brand. However, by bringing in...
2021-07-0330 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth7 Books That Changed Our Lives, Will They Change Yours? - Essential Summer ReadingIt's summertime. Do you know what that means? That's right. It's time for your summer reading list. I bet you thought you were too old for such things. In this episode, we share 7 essential books for any Customer Experience professional to read, ideally in a tropical locale with a fruity drink in hand. Key Ideas to Improve your Customer Experience From books on Customer Experience to books about psychology to 1990s bestselling business books, we have a wide variety of reading material for Customer Experience professionals. These books will help you understand why...
2021-06-2627 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthUsing Science to Ensure your Price is RightPricing strategy on its face doesn't seem complicated. The goal is to get as high a price as you can to ensure you have enough margin to make a profit, while also moving inventory at a sufficient rate. So, the strategy is often to move the price around until you find the sweet spot that hits all these metrics. However, like most things that have to do with customer behavior, it isn't as simple as that. There are other variables that can affect your pricing strategy success, and understanding them will help you find that sweet spot...
2021-06-0529 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthUsing Science to Ensure your Price is RightPricing strategy on its face doesn't seem complicated. The goal is to get as high a price as you can to ensure you have enough margin to make a profit, while also moving inventory at a sufficient rate. So, the strategy is often to move the price around until you find the sweet spot that hits all these metrics. However, like most things that have to do with customer behavior, it isn't as simple as that. There are other variables that can affect your pricing strategy success, and understanding them will help you find that sweet spot...
2021-06-0529 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthThis Is One of The Most Powerful Marketing Tools: Peoples' Aversion to LossWhen I was unsubscribing to a service online, I encountered some resistance. My unsubscribing experience included a detailed accounting of all the features to which I would no long have access—in bold, red typeface. It also featured a checklist where I had to acknowledge one-by-one all the benefits I was forfeiting. It was a wonderful example of a company that takes advantage of the effects of Loss Aversion. Loss Aversion is part of the bigger concept of Prospect Theory, first introduced nearly 50 years ago by Nobel-prize-winning economist Daniel Kahneman and Amos Tversky. Loss Aversion describes how we...
2021-05-2925 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthThis Is One of The Most Powerful Marketing Tools: Peoples' Aversion to LossWhen I was unsubscribing to a service online, I encountered some resistance. My unsubscribing experience included a detailed accounting of all the features to which I would no long have access—in bold, red typeface. It also featured a checklist where I had to acknowledge one-by-one all the benefits I was forfeiting. It was a wonderful example of a company that takes advantage of the effects of Loss Aversion. Loss Aversion is part of the bigger concept of Prospect Theory, first introduced nearly 50 years ago by Nobel-prize-winning economist Daniel Kahneman and Amos Tversky. Loss Aversion describes how we...
2021-05-2925 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthDiscover the Actual Number of People You Can Effectively ManageThroughout human history, it seems that around 150 is the number of meaningful relationships any human can maintain. Oxford University's anthropology professor Robin Dunbar discovered this number by studying monkey groups and extrapolating that number to match the human brain's capacity. Understanding why this is can help you optimize your ability to manage your team, your business, and even your social media feed. In this episode, we discuss Dunbar's number and its implications for our personal and business relationships. Our social brain maxes out around 150 for loved ones, close friends, friends, and so on, but we can maintain...
2021-04-0326 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthBIG Mistake: Are You Seeing Things In Your Customers That Don't Exist?You might be surprised to learn that when golf courses make less revenue, Disney World's attendance goes up. You might also find it weird that Mississippi's marriage rate correlates 99.3% with the US per capita consumption of whole milk. Perhaps most shocking is the fact that more people die of fire, smoke, and flames in years when Nick Cage is in fewer movies. All of these are 100 percent true. Why do you think that is? If you just tried to think of the answer, congratulations! You are human. Also, don't worry about it. While each of these things...
2021-03-2032 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthBIG Mistake: Are You Seeing Things In Your Customers That Don't Exist?You might be surprised to learn that when golf courses make less revenue, Disney World's attendance goes up. You might also find it weird that Mississippi's marriage rate correlates 99.3% with the US per capita consumption of whole milk. Perhaps most shocking is the fact that more people die of fire, smoke, and flames in years when Nick Cage is in fewer movies. All of these are 100 percent true. Why do you think that is? If you just tried to think of the answer, congratulations! You are human. Also, don't worry about it. While each of these things...
2021-03-2032 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthAre Vaccine Passports A Key Enabler To Help End The Pandemic Or Not?In the UK, there is a lot of talk about how to come out of the pandemic stay-at-home orders now that more people have been vaccinated. The idea of a vaccine passport has been circulating, which would allow those that are vaccinated to do things unvaccinated people cannot. However, some think that vaccine passports are discriminatory, particularly as it pertains to getting a job. The idea of vaccine passports certainly gives you a lot to think about for your Customer Experience, and is also excellent fodder for a little friendly debate. In this episode, we discuss the...
2021-03-0628 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthThis is the One Thing to Improve Your Customer Experience in 2021We recently spoke to Customer Experience experts who shared an interesting insight. They all say they wish people understood that there was no one thing to do, no silver-bullet-solution for Customer Experience. We couldn't agree more. We believe that the best way to improve Customer Experiences is to do a lot of little things that add up to significant improvements. In other words, there is no one thing, but many things that you should do to improve your Customer Experience in 2021. One of the contributing factors to this mindset is the number of stories we hear in...
2021-01-2328 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthThis is the One Thing to Improve Your Customer Experience in 2021We recently spoke to Customer Experience experts who shared an interesting insight. They all say they wish people understood that there was no one thing to do, no silver-bullet-solution for Customer Experience. We couldn't agree more. We believe that the best way to improve Customer Experiences is to do a lot of little things that add up to significant improvements. In other words, there is no one thing, but many things that you should do to improve your Customer Experience in 2021. One of the contributing factors to this mindset is the number of stories we hear in...
2021-01-2328 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthThere's light at the end of the tunnel!There's light at the end of the tunnel! - Re-imagine your customer experience! There was a time when we thought this moment would never come, but we are almost there. As vaccines roll out worldwide for the SARS-CoV-2 virus, we can see the light at the end of the pandemic tunnel. This unique situation provides an unprecedented opportunity to reimagine your Customer Experience to respond to how the pandemic has changed customer behavior. Key Ideas to Improve Your Customer Experience In this episode, we discuss this exercise's critical question to present a new...
2021-01-0227 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthThere's light at the end of the tunnel!There's light at the end of the tunnel! - Re-imagine your customer experience! There was a time when we thought this moment would never come, but we are almost there. As vaccines roll out worldwide for the SARS-CoV-2 virus, we can see the light at the end of the pandemic tunnel. This unique situation provides an unprecedented opportunity to reimagine your Customer Experience to respond to how the pandemic has changed customer behavior. Key Ideas to Improve Your Customer Experience In this episode, we discuss this exercise's critical question to present a new...
2021-01-0227 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthThis is the Most Significant Thing We Learned in 2020!This is the Most Significant Thing We Learned in 2020! Like many people, we are not sad to see the year 2020 slip into the past. We look to ringing in the new year with happy anticipation of better things to come. With a vaccine headed to us all and a new appreciation for what we share when things are "normal," we are all practically giddy at the prospect of sending this year off to the annals of history. However, even a year as challenging as this one presents new insights and opportunities for us all. Every...
2020-12-2624 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthThis is the Most Significant Thing We Learned in 2020!This is the Most Significant Thing We Learned in 2020! Like many people, we are not sad to see the year 2020 slip into the past. We look to ringing in the new year with happy anticipation of better things to come. With a vaccine headed to us all and a new appreciation for what we share when things are "normal," we are all practically giddy at the prospect of sending this year off to the annals of history. However, even a year as challenging as this one presents new insights and opportunities for us all. Every...
2020-12-2624 min
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthWhy Do Customers Change Their Minds?Colin Shaw and Professor Ryan Hamilton examine the question: Why do customers change their minds? What makes a customer change their minds when they have been so certain the day before? Critically what can we do about it? Ryan discusses research by psychologists that give us some clues, and pointers for improving your customer's experience. Hosts, Colin Shaw and Ryan Hamilton.
2018-01-2719 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthWhy Do Customers Change Their Minds?Colin Shaw and Professor Ryan Hamilton examine the question: Why do customers change their minds? What makes a customer change their minds when they have been so certain the day before? Critically what can we do about it? Ryan discusses research by psychologists that give us some clues, and pointers for improving your customer's experience. Hosts, Colin Shaw and Ryan Hamilton.
2018-01-2719 min