Shows
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthGood Friction, Bad Friction: Why a Little Effort Makes Customers CareEpisode Overview When everything is one-click easy, do we lose something meaningful? Guest host Dr. Morgan Ward joins Dr. Ryan Hamilton to explore how the right amount of friction in the consumption experience can boost connection, meaning, and long-term use of the product—while the wrong kind just gets in the way. Quote of the Episode "Consumption, in some ways, has just gotten too easy." — Dr. Morgan Ward 🔑 Key Takeaways Easier isn't always better. Ultra-frictionless buying can strip away the identity, discovery, and accomplishment that make buying feel meaningful. Effort signals...
2025-11-2225 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 GrowthThe Thrill of the Chase: Why Anticipation Beats OwnershipEpisode Overview Ever buy something you couldn't wait to get—and then let it sit in the box for days (or weeks)? You're not alone. Guest host Morgan Ward joins Ryan Hamilton to explore why we often love the pursuit of products more than the possession of them. From unopened tools and "someday" sweaters to the viral Stanley Cup craze, they unpack the psychology of anticipation, dopamine, and why the thrill fades once the package arrives. This episode reveals what's really driving that "add to cart" impulse—and how brands can design experiences that...
2025-10-1125 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthWhen Rebrands Go Wrong: Lessons for Customer Experience LeadersIn this episode of The Intuitive Customer, Professor Ryan Hamilton is joined by guest host Ben Shaw to explore the high-stakes world of rebranding. From Cracker Barrel's logo backlash to Jaguar's radical design overhaul, they unpack what happens when brands chase new audiences at the expense of their loyal customers. The conversation dives into the tension between rebranding vs. repositioning, why heritage brands face special challenges, how politics and culture can hijack brand decisions, and practical lessons for leaders trying to grow without alienating their core base. Key Takeaways Rebrand ≠ Reposition: A...
2025-10-1036 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthAI That Listens: Why Real-Time Feedback is the Future of Customer ExperienceSummary Traditional customer feedback is broken. Post-call surveys and quarterly reports are too slow, cumbersome, and overly focused on the company's needs rather than the customer's reality. By the time insights land on a dashboard, the customer has already left—or worse, lost trust. In this episode of The Intuitive Customer, I (Colin Shaw) and Professor Ryan Hamilton sit down with Devidas Desai, SVP of Product Leader at ASAPP, to explore how AI that listens is reshaping the way organizations understand and respond to customers in the moment. We delve into why silence doesn't mean sa...
2025-09-2739 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 GrowthFrom Legacy to Loyalty: The Practical CX Playbook That Drives a 90 NPSYou can theorise about Customer Experience all day, but gaining a Net Promoter score of 90 is not a theory. It shows a great focus and implementation of Customer Experience. This week, we are exploring how this was achieved with Kamron Kunce, VP of Marketing & Customer Experience at RJ Young. https://www.rjyoung.com/ RJ Young has been in business for over 70 years and boasts a world-class NPS score of 90+ — no small feat in today's hypercompetitive market. Kamron shares how they've transformed their Customer Experience, navigated organisational silos, and are thoughtfully introducing AI into their processes — with...
2025-08-0241 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthHow To Make AI Work in the Real World of CXIn this episode of The Intuitive Customer, Colin Shaw speaks with Andy Traba, VP of Product Marketing at NICE, about the company's new mission: Creating a NiCE World. This isn't just a rebranding message — it's a strategic shift toward unified, proactive, and AI-enabled customer experiences. Andy and Colin explore why AI alone isn't enough, the dangers of siloed implementations, and why leading organizations are turning to platforms — not point solutions — to orchestrate connected, emotionally resonant journeys. If your organization is serious about CX transformation, this conversation provides clear guidance on where to start, what to avoid...
2025-07-1931 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthAI vs. Human: Are You Making The Right Choice or a BIG Mistake!AI is taking over—well, at least some parts of customer service. But how do you know when to automate and when to stick with the good old-fashioned human touch? In this episode, we dive into one of the most crucial decisions organizations are making today: When should you use AI, and when do customers actually need a human? Spoiler alert: If you let AI handle everything, you might save money—but you could also drive your customers straight to your competitors. Best Quote from the Episode: "You don't want AI handling a $300 mill...
2025-07-0530 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 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 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 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 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 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 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 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 Growth5 Ways You Can Tell When You Are Being Ripped Off! ...And What To Do About It! Quote of the Episode "If something feels off, it probably is. Trust your instincts and push for clarity—because informed customers are empowered customers." Episode Summary In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton discuss the all-too-common experience of feeling ripped off. Drawing on Colin's personal experiences with home repairs and unexpected costs, they delve into the anatomy of being taken advantage of as a customer. Together, they explore the power dynamics, manipulative tactics, and psychological cues that underpin these interactions. From high-pressure situations to unnecessary upsells, the ho...
2025-01-0426 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 min
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthPsychology of Buying: Why 'Mental Accounting' is Critical to the Decision to BuyHave you ever noticed that spending cash is harder than using a credit card? You are not imagining things. Different payment methods carry varying degrees of discomfort when used. Cash tends to have the most painful impact, followed by checks. Credit cards offer a lesser discomfort than cash or checks. With advancements in payment technologies like contactless cards or smartphone transactions, the potential exists for these methods to generate even less discomfort than traditional credit cards. So, how can businesses leverage these insights into payment methods to assist customers in handling thei...
2024-02-2432 min
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthThe Ethical Roadmap: 5 Rules for Business Ethics from AcademiaExploring ethics is challenging. Given its abstract nature, it is a tough subject for learning and discussion. That said, we never falter in the face of a challenge. We developed five principles of professional ethics we believe are vital to revisit periodically. Are they rigid guidelines? Do they offer absolute answers? Are they timeless? Not quite. Ethics evolve over time, and what's acceptable today might not be so in the future. Nevertheless, ethics, much like any skill, can be nurtured, honed, and enhanced.
2024-02-1737 min
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthHow to Connect With Your Customers on an Emotional Level and Drive Brand LoyaltyPracticality is essential. Great ideas you can't do anything with in the real world are a waste of time. Bob Black, one of our avid podcast listeners, likes our concepts about eliciting particular customer emotions. But he doesn't know how to do that in practical steps. So, this episode gives them to him. Bob isn't alone. Numerous organizations struggle with eliciting specific emotions in their customers. While most acknowledge the significance of customer emotions in shaping experiences, many falter when asked about the particular emotions they aim to evoke. Often, organizations grav...
2024-02-1034 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 min
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthHow To Find The Right Balance Between Fraud And The Customers Experience Per Statista, the amount of e-commerce losses to online payment fraud in 2022 since 2020 is $41 billion. If you think that is bad, get this: it's supposed to rise to $48 billion by the end of this year. But wait, there's more. Messente, a dedicated business messaging platform, notes the surge in package delivery scams. TransUnion's published a study that unveiled a staggering 1500% spike in shipping fraud between 2019 and 2021, likely spurred by the flourishing ecommerce landscape and the surge in digital solutions post-pandemic. What's more, a 2023 study highlighted that nearly half of all fraudulent emails and texts revolved...
2024-01-1336 min
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth7 Rules Guaranteed To Change Your Customer's Habits To Gain ROIPicture this: Your customers, like individuals, operate on habitual inclinations. So, if they habitually favor a competitor's product or service, how does one instigate change? Here, we present seven potent ways to turn the tide. But before diving into these transformative strategies, let's peer into the psychological underpinnings of habits. They possess distinct characteristics: A cue within our environment kickstarts the habitual response. This cue triggers an automatic reaction stemming from ingrained memories. The reward at the end reinforces the habit loop, solidifying its existence.
2024-01-0633 min
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthHow perception plays a critical role in building a great Customer ExperienceWe have all been there. We think we did something great, and we look forward to getting the feedback that tells us so. Unfortunately, when we do get the feedback, we discover that we weren't quite so great as we thought we were. It's a matter of perception and understanding this concept can help avoid this mismatch in the future. One of our listeners, Damien, found himself in this pickle recently. His organization has delivery stats that paint a glorious picture of achievement. However, the customer surveys do not paint delivery with that brush at all. So, Da...
2023-08-0531 min
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthWant to build a successful career? Follow these key insights18 months. That was the timeline Colin gave himself to move from a sales job to a general manager post. It was a long time ago now, the kind of thing one remembers when they look back over a decades-long career. However, it also worked. Colin did make that transition, moving throughout departments and learning new skills, and always with the goal of moving to general manager. Ryan, being from academia, teaches an introductory marketing course to his MBA students. It's a class they take first semester when their enthusiasm and exuberance are high. Th...
2023-07-2930 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthHow to integrate Customer behavior into your journey maps to gain ROIJourney Maps can be useless exercises. That's right…we said it. However, these often-used tools don't have to be as useless as they usually are. Journey Maps are only useless if you don't include the customer's emotional journey in them. Emotional journeys are the "squishy stuff" associated with why customers buy from you. Since customer's feelings are challenging to itemize, many organizations tend to leave them off. However, the result is a customer process, not a journey map. After all, without this information, how can you expect to predict and anticipate customer behavior? Moreover, how can...
2023-05-2039 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthHow will knowing yourself and managing your emotions make you a better leaderHaving a high IQ isn't the most important thing for leadership. It helps, but intelligence isn't enough to make a great leader. It turns out that IQ without EQ, or emotional intelligence, doesn't inspire teams to meet or exceed their goals. This EQ concept, popularized by Daniel Goleman, has been a crucial component of the leadership conversation for several years. Similarly, customer service representatives with high EQ are crucial for the emotional management of customers. The ability to understand and manage emotions is a crucial factor in ensuring customer satisfaction. EQ involves the a...
2023-05-1332 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthDiscover True Value of an MBA: Just a Piece of Paper or a Must Have?One of our listeners, Clive Hearst has a bit of pickle he needs our help with today. He wants to know whether he should invest the time and money in getting his MBA. He wants to know what the true value is of an MBA, and whether it is a must-have for his career. The answer depends on a few things. It might surprise you to know I don't have an MBA. (Or maybe not). However, I have experience, and much of it leading teams and driving experiences for people, but I didn't pick that up in a...
2023-03-0433 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthBad mistake! Is too much choice responsible for destroying my revenue?How long does it take to choose a craft beer at a big box liquor store? Four hours. That's what it felt like anyway. Why did it feel so long? Too many choices. In fact, when I was done, I needed a beer to recover from the exercise of choosing a beer. Of course, if there had only been a few, I would probably complain that there hadn't been enough options for craft beers. The fact is, we like having choices, until we don't. There is a point where not enough choices becomes way...
2023-02-1130 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth7 key strategic questions essential for gaining growth in 2023It's a new year so we decided we needed an update. A few years ago, we gave you some rules for gaining growth. But times have changed, and so the rules need to change, too. Therefore, we took another pass at the questions that can help your organization gain growth in 2023. In some ways, these are more like provocations than questions. However, we aren't picking a fight. We are, however, trying to be provocative. In fact, we usually ask them because we know that people can't answer them. We want them to realize that they don't know...
2023-01-2133 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 GrowthAn Authoritative view: Three Pioneers of CX Predict Big Changes in 2023Every so often, I get a chance to chit-chat with colleagues of mine about the future of customer experience. This time, my colleagues were pioneers in customer experience, Lou Carbone (Experience Engineering.com) author of Clued In, and Joe Pine (StratgicHorizons.com), author of The Experience Economy. We discussed what we see changing in CX. We all think we are at a turning point in the movement. There are a lot of things that the recent pandemic has broken. However, organizations haven't fixed all of them. Add in the inflation rates that are crippling the...
2023-01-0744 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth5 rules guaranteed to make you an effective leaderA 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. Bad leadership leads to bad Customer Experience. To have a great Customer Experience, you have to have great leadership. It reminds me of rabbits. When my kids were little, we kept rabbits in a hutch. One day, I let the rabbits out to enjoy a little freedom in...
2022-12-3133 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 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 GrowthDon't panic! Here are the many advantages to a recessionRecession is a natural step in the economic cycle, but it's easy to get overwhelmed by all of the bad news. When economic downturn occurs, we all feel it. Corporations tend to cut back in a downturn, neglecting things like customer experience. To differentiate yourself from everyone else, you should double down on these services while others cut back. Nobody looks forward to a recession, but being prepared and aggressive can help alleviate its effects. Don't let yourself get left by the wayside while there is such a great opportunity to gro...
2022-11-2627 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 min
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthThe Myth of ExperienceIntuition is a concept that plays a major role in decision-making for all humans. Intuition is the way we can "know" things without using our reasoning. It is based on our instincts and experiences, and our need to find patterns for things in our lives. Unfortunately, intuition isn't always right. Knowing when intuition could be correct and when it might not be is a critical skill for any of us, particularly in business. Robin Hogarth's book, The Myth of Experience, can help. In it, Hogarth has theories about intuition and how...
2022-08-2731 min
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthWhat is your personality type, and how does this affect your success?Is your idea of an ideal evening a nice meal at home and a book or a Netflix queue? Or would you rather be at a cocktail party with people from all walks of life exchanging stories or jumping up and down to a throbbing beat in the middle of a crowded dance floor? How you answer this question is one of many ways that you can explore your personality type. The personality you have will help you determine how to leverage your strengths (and confront your "opportunities") on your path...
2022-08-1332 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 min
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthDo Your Customers Trust You? Here Are Four Secrets to Discover What They Really ThinkHow do you know if someone trusts you? Is it how they talk to you? How much time do they spend with you? What do they say about you when you aren't around? We might argue the answer is D, all of the above. Plus, there are many other behaviors people have that indicate they trust you. Moreover, these things are true whether we are talking about people in your personal life or customers on your sales reports. All this talk about trust is because of Bob. As you may remember, some of our listeners...
2022-05-2828 min
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthAre You Really Confused? How You Describe Yourself is Not Seen By OthersVerint is an expert in the Voice of Customer and have been for over 25 years. Their Verint on the Engagement Capacity Gap report is essential reading for experience professionals today. Fleischaker emphasizes the critical nature of ensuring that you don't overlook Voice of Customer data, which is crucial part, so you can optimize the relevance of the insights you get from it. Key Ideas to Improve your Customer Experience Here are a few key moments in the discussion: 03:59 08:07 12:51 20:04 21:57 25:02 Verint sponsors this episode. Click here to register for Verint's annual engagement conference in Orlando from June...
2022-05-2134 min
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthSubscription Model? Is This Really The Best Approach for Me?How many streaming services do you subscribe to? How many products are on Amazon Subscription in your Prime Account? Do you subscribe to satellite radio? How about music streaming? I think you get the point. We subscribe to everything. Subscriptions are as normal today as texting or drinking $6 versions of coffee that we can make for ourselves at home. Subscriptions have a lot of appealing features to customers. In the U.S. Food and Beverage report by Attest, a consumer research platform, we learned that Of course, they also have a lot of benefits to...
2022-05-1434 min
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthInflation is going to kill my Customer Experience, what do I do?The gas pump is probably where it hurts the most right now. Standing there, watching the total spin by, climbing higher than you ever have seen it before brings home the acute pain of today's inflation rate. Never mind that housing and health care have much higher cost increases over the past decades…that gas price per gallon is hard to take. Inflation has been rising steadily across the board for the past few months. So much so, that experts, who were not concerned in the beginning are starting to worry. While there is reason to believe it...
2022-03-2633 min
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthWant to Become an Influencer? Here is the Science Behind How to Do This…Social media has brought us a lot of things, but key among them is the "Influencer." It means a person that can affect how people think and behave about things related to their area of interest or expertise. We have influencers that can teach us about makeup, sports books, stock picks, customer strategy (ahem) and, of course, wood working. (It's a thing, I promise). There are many reasons that the idea of an influencer is critical to marketers today. First of all, it is an excellent way to reach a targeted audience whose areas of interest intersect...
2022-03-1933 min
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth5 Rules for Successfully Engaging with Senior Executives to Enhance Your CareerA 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. Senior executives have risen to their position for many reasons, but one of them is a love for numbers. Executives live by numbers. So, you can't just have a "really great idea." It would be best if you had a "really great idea" and an idea of how it will drive numbers for the organization.
2022-02-1927 min
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthWatch Out! We Are in Danger of Repeating the Same Mistakes We Did Last Year!I started Beyond Philosophy 20 years ago when Customer Experience was the next big thing; the new concept that was going to change everything in business. The last big thing, Customer Relationship Management (CRM), was old news. After all, everyone had one at that point. Now, in 2022, I see the next big thing: Customer Science. Customer Science combines the power of artificial intelligence (AI), customer data, and the concepts of behavioral science to help organizations create a winning customer strategy. Leveraging the power of Customer Science, organizations can understand why their customers are doing what they are now...
2022-01-2228 min
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthStop Making Excuses! COVID Isn't the Reason Customer Experiences Are Declining, This Is...Customer satisfaction is low. What's worse, we can't just blame COVID for the problem. Sure, COVID is part of it, but, surprisingly, this problem has other causes. Not only that, but a recent report from the American Customer Satisfaction Index (ACSI) suggests that only 30 percent of companies tracked by ACSI improved their score—since 2011. That means that 70 percent of companies either had flat results or saw a decline in customer satisfaction. It's time to stop making excuses and turn things around. In this episode, we talk with the Managing Director of the ACSI, Da...
2022-01-1532 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 min
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthAre You Winning on Purpose?—The Creator of the "Net Promoter" Tells Us How!Fred Reichheld, inventor of the Net Promoter Score® (NPS), sees customers recommendations as an act of love. Recommendations are a chance to provide an experience to someone they care about. Reichheld's new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers, shows tracking the actual referrals is the next level, what Reichheld describes as the "gold" in the business—and the future of your customer strategy. Key Ideas to Improve your Customer Experience Andy Taylor, Executive Chairman of Enterprise Holdings, once told Reichheld there is only one way to grow. Taylor told Rei...
2021-12-0830 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 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 GrowthThis is the Most Powerful Tool in Your Armory, But Do You Understand Why?Scarcity is something are more used to these days, particularly in light of the supply chain problems we see. Scarcity is something we feel when we are doing thing we have enough of what we need. If we don't fix the problems at the ports, and the related problem of driver shortages to bring things in from the ports, we might see quite a few empty shelves this holiday season. Not that empty store shelves were anything new to most of us. After the great toilet paper shortage of early 2020, we all know that the line between...
2021-11-1341 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 GrowthBig Controversy: Should We Stop All Certification Now? Join the Debate…Total agreement is overrated. Disagreements are good for us. They challenge the status quo and push the standards for improvement. After all, if you only talk to people who agree with you, how would you know when you are wrong? In this episode, I debate with Customer Experience critic Alex Mead, Chief Customer Service Experience Officer, about how we Customer Experience influencers are doing everything wrong. Mead says that our training is outdated, impractical, and worthless and needs an overhaul for practicality. I disagree. Mostly. Surprisingly, I feel like he makes good points. However, I...
2021-10-1634 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthStumped for New Ideas? This is What is Stopping YouDo you remember Blockbuster, Circuit City, or Kodak? I ask because these brands are not around anymore. They were once the leaders in their field, the only game in town in some cases, but now they are gone. They disappeared because they didn't respond to changes in the marketplace with new ideas. It isn't unusual for an organization to be set in its ways. Human beings are also reluctant to change their ways or even opinions. Psychologically, we tend to cling to what we believe and look for resources that support our views. It is only with...
2021-10-0927 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth5 Rules That Absolutely Build Customer LoyaltyA 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. If I had a more efficient family and less expensive friends than you have now, would you like to trade? I can guarantee they will save you time and money. My guess is probably not. We don't measure the worth of our families and friends with metrics like time and money savings. We have an emotional...
2021-10-0228 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthI'm in a Pickle: Will Offering Free Products Increase My Sales?We all love to keep what is ours. As soon as we have possession of something, it becomes part of our "endowment," a fancy word for "our stuff." Psychologists call this the Endowment Effect, and it explains how we value things that we have, even if we got them for free. However, we also hate losing our stuff, even more that we enjoy getting new stuff. Psychologists call this Loss Aversion, and it is the overall concept that explains why your free trial might help increase your sales. Some people would rather pay for something they used...
2021-09-2525 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthI'll Be Back! The Phrase We All Want Our Customers To Say…Sometimes customers don't come back. The two biggest reasons that customers do not come back are apathy and rudeness. With either behavior on your side of the experience, you will lose customers' business. So how do you get them to say, "I'll be back?" Our guest Shep Hyken, author, speaker, and thought leader for the Customer Experience movement joins us to answer that question with material from his new book, I'll Be Back: How to Get Customers to Come Back Again and Again. In this episode, we discuss some of the concepts he shares in the book...
2021-09-1835 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthIs Your Marketing Inadvertently Damaging Your Customer Focus?You probably didn't mean to do it. You were just trying to market the latest brand effort to your new and existing customer base. You were doing your job; getting the message out. Unfortunately, your marketing inadvertently damaged your customer focus. However, marketing isn't the only area to blame for the problem. How you segment customers also contributes to this damage, as well as how well you understand your customers' expectations of you. It turns out that all of these areas contribute to the customer orientation of your organization. Having a handle on where you are for...
2021-09-1136 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthThe Hidden Messages That Are Killing Your Culture Without You KnowingIf you are like most companies, you probably think that you put the customer at the center of everything you do. But do you? There are some critical things that the most customer centric companies do differently than the average company. It requires a mindset that understands the essential nature of it and then a consistent approach to applying it in all the areas of the company, from how you recruit talent and empower employees to how you prioritize customers in your team meetings. In this episode, we discuss how we categorize the customer centricity...
2021-09-0436 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 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 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 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 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 GrowthWhy You Should Be Proactively Firing Customers Without HesitationIn the early days of my career, I thought the customer was always right. The idea that one should fire a customer sometimes would have sounded like madness to me. However, as I have matured over the following four decades, I learned that sometimes the customer is not right. Sometimes they are really, really wrong, from how they abuse your systems to how they tax your resources to how they talk to employees. You should fire customers in these cases. This episode explores the situations where it is critical to fire employees and why. Inspired by the...
2021-05-2229 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthZERO Cost! How To Use Behavioral Science To Improve Your Customers ExperienceGuess what? We got a suggestion from a listener—and we took it. He asked us if we had any advice for businesses with a small budget on how to use concepts from the behavioral sciences to improve moments in their Customer Experience. We created a fictional restaurant called Hamilton's Fine Dining, which, you can imagine, had no budget at all for Customer Experience Design. Then, we talked about what we would do if our fake restaurant was really in need of improvement. This episode explores the ways a business with little to no budget can use co...
2021-04-2431 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 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 GrowthWhy 'Best practice' Stifles Creativity And Is Only For The Gullible!We often hear requests for the best practices in Customer Experience. We understand why, too. Who wants to endure trial and error if there is a tried and true idea guaranteed to get results? However, no tried and true idea always gets results. Instead, there are only expert opinions served as advice about what has worked in the past. These are often the "best practices." We argue that best practices, no matter how solid a suggestion they are, could use a bit of challenge and a dose of skepticism. Moreover, calling them best practices stifles...
2021-02-2726 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthIs This One of the Most Important New Jobs in Business Today?In job descriptions and resumes, there are new required skills for candidate's resumes in Behavioral Science. These jobs might be the most important new jobs in business today. But why? Behavioral science and the scientists that use it will tell you that understanding the "why" of what customers do has become table stakes in some industries today. In this episode of The Intuitive Customer, we discuss with two behavioral scientists their job descriptions, what they actually do, and what they wish people knew about what they do. Anne Wilson, Ph.D., earned her doctorate at...
2021-02-0639 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 GrowthNew 'World Experience Organization' created - Will Help Us All Be Better In 2021No matter what business you are in, the best way to connect with your customers is through the experience you provide them. However, connecting requires knowing what customers want, and today, that isn't the same as it was 20 years ago. The Experience Economy dictates that people value experiences over material things these days. In addition to knowing what customers want, wouldn't it also be great to know what works in Customer Experience Management? Wouldn't it be even better to know what doesn't work before you waste your time and energy (and budget) trying it yourself? ...
2021-01-1634 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 GrowthDesigning Country Culture Into Your Global ExperienceDesigning Country Culture into Your Global Experience A dull and awkward presentation in Singapore many years ago taught me an important life lesson: One must know the local culture when presenting an experience to people to evoke the desired response. In this case, I didn't realize it was going to be different to presenting in the USA or UK. So, I kept asking for audience participation like I usually do and hearing crickets in response. It was a long morning. Many organizations with a global presence have probably had a similar situation; what works in...
2020-12-1924 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthThe 5 Rules for Measuring and Managing Customer EmotionsThe Five Rules for Measuring and Managing Customer Emotions 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. Ignoring emotion in your Customer Experience strategy is a big mistake and one you can't afford to make. Emotions are a significant influence on customer behavior with implications for your customer retention, customer loyalty, and, perhaps most importantly, customer-driven growth. Incorporating ways to measure and manage customer...
2020-12-0529 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthAre You Using This Communication Tool To Best Effect?Colin Shaw and Prof. Ryan Hamilton explore how positioning your message is critical in communications from a leadership and marketing perspective. How is this best achieved? Listen to Colin & Ryan debate this and get tips of what you can do.
2018-07-2824 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 min