Podcasts about best quotes

Seth and Sean see if any of the worst takes of the week can dethrone Stephen A. Smith in this week's Take-a-Mania, talk about the Russini-Vrabel drama with Tony Farmer, lay out the best quotes from Texans OTAs, and see what the question of the day is.

What happens in the deepest moments of Stage 2 EFT work? In this special roundtable episode of The Leading Edge in Emotionally Focused Therapy, hosts Dr. James Hawkins and Dr. Ryan Rana sit down with three pioneers in EFT process research and training: Dr. Jim Furrow, Dr. Kathryn Rheem, and Dr. Marlene Best. Together, they unpack the heart of Stage 2 change events in EFT: withdrawer re-engagement, pursuer softening, therapeutic presence, fear, longing, attachment risk, and the healing power of vulnerable reach-and-response moments. This conversation is more than theory. It is a masterclass in how therapists help clients move from talking about emotion to speaking from emotion. The group explores how fear and longing work together, why vulnerability requires both courage and safety, and how the therapist's emotional presence becomes the bridge that helps clients risk connection. You'll hear powerful reflections on: Why fear must become experiential in Stage 2 The difference between Stage 1 and Stage 2 emotional work How longing creates movement through fear Why enactments are essential for deep limbic revision The therapist's role in co-regulating attachment risk How healing becomes more powerful than hurt in secure connection This episode is rich with clinical wisdom, emotional depth, and heartfelt reflections from some of the leading voices who helped shape modern EFT. If you're an EFT therapist wanting to deepen your Stage 2 work—or simply someone passionate about emotional connection and healing relationships—this is an episode you will want to revisit again and again. In This Episode The Origins of Stage 2 EFT Research The guests reflect on the early development of EFT process research and how their studies on pursuer softening and withdrawer re-engagement helped therapists better understand the moment-to-moment dynamics of attachment transformation. Fear vs. Speaking From Fear The conversation explores the difference between naming fear cognitively versus helping clients experientially contact fear in the present moment. Longing and Fear Work Together Dr. Marlene Best shares her now-famous insight that longing must move through fear for attachment change to occur. The group discusses how longing creates movement and momentum toward vulnerable reach. Therapeutic Presence as Co-Regulation Dr. Jim Furrow highlights that clients cannot stay emotionally present to fear unless therapists bring their own grounded emotional presence into the room. Stage 1 vs. Stage 2 Emotional Work The panel clarifies the crucial difference between: accessing primary emotion in Stage 1 restructuring attachment through view of self/view of other in Stage 2. Healing Is More Powerful Than Hurt Dr. Kathryn Rheem closes with a moving reflection on how humans are wired both to hurt and to heal—and how vulnerable connection transforms emotional suffering into secure attachment. Key Clinical Takeaways Fear is not the enemy in Stage 2—it is the doorway. Longing creates movement through attachment fear. Therapists must bring their presence before asking clients to bring theirs. Enactments help clients move from insight into embodied relational experience. Stage 2 is about restructuring view of self and view of other. Healing occurs when fear is shared relationally. Withdrawers often access sadness and loss before fear. Pursuer softening requires risk, surrender, and emotional reach. Emotional safety grows through repeated vulnerable experiences. Deep limbic revision requires deep experiential contact. Best Quotes from the Episode “We don't just talk about fear in Stage 2—we speak from fear.” “If you want someone to be present to their fear, you need to bring your presence.” “Longing has to move through the fear.” “The therapist's regulation becomes the emotional scaffolding for the couple.” “Stage 2 is not just emotional access—it's restructuring attachment.” “Fear reshapes our priorities and tells us not to reach when we most need connection.” “The healing becomes more powerful than the hurt.” “The goal isn't to eliminate fear. The goal is to reach while fear is still present.” “Therapists often drive past view of self and view of other instead of slowing down and exploring them.” “We heal when vulnerable experience becomes relationally shared.” “The deeper the longing, the deeper the fear.” “People pull away from love when they're terrified of losing it.” “Healing happens when someone risks reaching and another person responds.” “Fear says ‘don't reach.' Love says ‘try anyway.'” “We all want someone who can help us carry what feels too heavy alone.” “The strongest relationships aren't fear-free—they're responsive in the presence of fear.” “Behind anger and distance is often grief, fear, and longing.” “Secure connection grows when people can finally share what they were afraid to reveal.” “You don't heal by never hurting again. You heal by no longer hurting alone.” “The courage to be emotionally honest changes relationships.” EFT World Summit 2027 We wanted to let you know that the EFT World Summit 2027 is coming to Vancouver — May 9 to 11, 2027 — and we would love to see you there. The Summit is the flagship gathering of the global EFT community — the moment when practitioners from over 40 countries come together in one place. You'll be in the room with the researchers and clinicians that have shaped your practice, and you'll participate in conversations that are writing the next chapter of this work. The line up of plenary speakers includes Gail Palmer, Leanne Campbell, Jim Coan, Mark Solms, and Gordon Neufeld — alongside your 4 choices of 12 hands-on workshops across all three modalities, hosted by leaders in the EFT community. All sessions are eligible for CE credits, so you can fulfill your continuing education requirements while connecting with practitioners who speak your clinical language. Click the text below to link to the registration website.  Come join us in Vancouver! Visit eftsummit2027.com to register today, and take your place in the gathering this community has been waiting for.

Everyone's racing to be "AI-first." The problem? Customers didn't vote for it. In this episode, we unpack a practical decision framework for when AI should lead, when humans must lead, and how to avoid automating the very moments that drive loyalty (or churn). We also get into a surprising twist: why AI can sometimes sound more empathetic than people—and what that says about how most service teams are set up today. What you'll learn in this episode Why "AI-first" is usually a cost initiative pretending to be a strategy A simple way to decide human vs AI based on the emotional and situational stakes Where automation genuinely improves CX (and where it quietly wrecks trust) Why AI can come across as more patient and empathetic—and why that's a warning sign Best Quote from the Episode: "AI-first' is not a strategy. It's a cost program wearing a strategy's suit." - Colin Shaw Resources Mentioned Colin Shaw - https://www.linkedin.com/in/colinrjshaw/ Professor Ryan Hamilton - http://linkedin.com/in/ryan-hamilton-49b3321  About the Hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 286,000 followers and 87,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience. Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn. Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things" Harvard Business Press Follow Ryan on LinkedIn. Subscribe & Follow Apple Podcasts Spotify

Customer Experience isn't short of activity—it's short of new ideas that actually land. In this episode, Colin and Ryan dig into why genuinely fresh thinking in CX struggles to break through, how industries get stuck in "normal science," and why it feels like we're doing more measurement… without more progress. They explore what a real disruption looks like, the warning signs that a paradigm is reaching diminishing returns, and how leaders can break out of the loop. Best Quote  "When a paradigm hits its limits, the next move isn't 'do more.' It's think differently—and be willing to ruffle a few feathers." Colin Shaw: Key Takeaways Are we measuring more because we're improving—or because we don't know what else to do? If satisfaction is stagnating, what "accepted" CX beliefs might be holding us back? What would a real CX disruption look like—and are we brave enough to recognize it when it shows up? Why You Should Listen If you've felt like CX is turning into an echo chamber—same language, same frameworks, same playbook—this episode gives you a sharper lens on why that happens and what to do next. You'll hear how paradigm shifts actually work, the signals that the current model is running out of runway, and practical ways to find (and foster) ideas that can genuinely move the industry forward. Resources Mentioned Colin Shaw - https://www.linkedin.com/in/colinrjshaw/ Professor Ryan Hamilton - http://linkedin.com/in/ryan-hamilton-49b3321  ACSI National Customer Satisfaction (Q3 2025 press release): https://theacsi.org/news-and-resources/press-releases/2025/11/13/press-release-national-acsi-q3-2025/ PwC Global Workforce Hopes and Fears (psychological safety): https://www.pwc.com/gx/en/issues/workforce/hopes-and-fears.html About the Hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 286,000 followers and 87,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience. Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn. Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things" Harvard Business Press Follow Ryan on LinkedIn. Subscribe & Follow Apple Podcasts Spotify  

Customer Experience isn't short of activity—it's short of new ideas that actually land. In this episode, Colin and Ryan dig into why genuinely fresh thinking in CX struggles to break through, how industries get stuck in "normal science," and why it feels like we're doing more measurement… without more progress. They explore what a real disruption looks like, the warning signs that a paradigm is reaching diminishing returns, and how leaders can break out of the loop. Best Quote  "When a paradigm hits its limits, the next move isn't 'do more.' It's think differently—and be willing to ruffle a few feathers." Colin Shaw: Key Takeaways Are we measuring more because we're improving—or because we don't know what else to do? If satisfaction is stagnating, what "accepted" CX beliefs might be holding us back? What would a real CX disruption look like—and are we brave enough to recognize it when it shows up? Why You Should Listen If you've felt like CX is turning into an echo chamber—same language, same frameworks, same playbook—this episode gives you a sharper lens on why that happens and what to do next. You'll hear how paradigm shifts actually work, the signals that the current model is running out of runway, and practical ways to find (and foster) ideas that can genuinely move the industry forward. Resources Mentioned Colin Shaw - https://www.linkedin.com/in/colinrjshaw/ Professor Ryan Hamilton - http://linkedin.com/in/ryan-hamilton-49b3321  ACSI National Customer Satisfaction (Q3 2025 press release): https://theacsi.org/news-and-resources/press-releases/2025/11/13/press-release-national-acsi-q3-2025/ PwC Global Workforce Hopes and Fears (psychological safety): https://www.pwc.com/gx/en/issues/workforce/hopes-and-fears.html About the Hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 286,000 followers and 87,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience. Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn. Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things" Harvard Business Press Follow Ryan on LinkedIn. Subscribe & Follow Apple Podcasts Spotify  

TV NEWS: "Highway to Heaven" reboot, "Harry Potter" and "Reggie Dinkins" get renewals. PLUS, "False Prophets," "Hacks," and "Should I Marry a Murderer?" We celebrate El Burrito Mercado, singing and talking mice, and the best quote of the week from KeshaSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Oprah's most famous moment might be giving away cars. But dig into her quotes, and you'll find some surprisingly sharp financial wisdom. Today, we're taking five of her best and seeing what they tell us about your money. Contact: 817-444-8402 Website: https://bit.ly/2HLgkEx Schedule A Call Online: https://bit.ly/31VabN3

Hospitality veteran Brendan Power joins Phil Di Bella to demystify the complex world of industry compliance. From food safety to the latest seafood labelling laws, they explore how training isn't just a regulatory box-ticking exercise, but a vital tool for staff retention and brand authority. In this episode you will Understand the essential food and liquor licences required before opening a hospitality venue. Discover the difference between accredited courses and micro-credentials to better skill your team. Learn about the upcoming July 2026 seafood labelling standards and how they affect your menu. Identify the common compliance traps that lead to heavy fines for both owners and staff. KEY TAKEAWAYS Secure a Food Licence First: Never attempt to open without a valid food licence; local councils can issue immediate fines or shut down operations. Automate Monitoring: Use digital temperature probes that link to mobile devices to provide instant, auditable proof of food safety compliance to inspectors. Mandatory Supervision: Ensure at least one certified Food Safety Supervisor (Level 2) is on duty at all times to meet regulatory requirements. Universal RSA Requirements: Responsible Service of Alcohol (RSA) training is mandatory for anyone serving alcohol, including staff in non-licensed venues handling BYO. The RMLV Requirement: If the owner or licensee is not present on-site for the majority of the time, a Responsible Manager of a Licensed Venue (RMLV) must be appointed. Seafood Transparency: Prepare for new country-of-origin labelling rules for seafood effective 1st July 2026 to ensure customer transparency. Recruitment Strategy: Use accredited training as a "resume builder" to attract and retain high-quality talent in the competitive 18–24-year-old market. Brand Authority: Displaying compliance certificates prominently helps build customer trust and signals that you take service standards seriously. BEST QUOTES (05:28) "There's no excuse from a compliance [standpoint]... ignorance is not an excuse." (08:14) "Every time you add a level of complexity, you add a level of cost." (13:17) "[Outcomes] give them confidence. And there's nothing better than having someone behind a counter [where] you can sense their confidence." (18:11) "You're messing with people's lives. It's not as though you're going to get a negative tick on Google." (25:36) "The forward-facing stuff is still humans. Especially in hospitality." (27:35) "Where your awareness goes, your energy flows." (29:17) "Training is a retention and attraction strategy." ABOUT THE GUEST Brendan Power is a third-generation publican and seasoned hospitality entrepreneur with over 50 years of industry experience. He is the founder of Clear to Work, a specialised training provider focusing on regulatory compliance, food safety, and vocational skills. What you'll learn from them today: How to navigate the ever-changing landscape of hospitality compliance to protect your business, avoid heavy fines, and empower your team through accessible online training. Guest Links Clear to Work: www.clear2work.com.au LinkedIn: https://www.linkedin.com/in/brendan-power-mba-gaicd-a2816431/ BRANDS, TOOLS & RESOURCES Clear to Work – Compliance and micro-credential training platform – www.clear2work.com.au The Coffee Commune – Industry body and support network for hospitality professionals – www.coffeecommune.com.au ASQA – Australian Skills Quality Authority (The national regulator for VET) – www.asqa.gov.au Food Standards Australia New Zealand (FSANZ) – Statutory authority for food standards – www.foodstandards.gov.au   This episode is essential listening for cafe owners, restaurant managers, and hospitality investors who want to protect their business from regulatory risk while building a more professional, loyal team. Whether you are a seasoned operator or a newcomer to the industry, Brendan Power provides a clear roadmap for navigating the complexities of modern hospitality compliance. Stream the full episode now on your favourite podcast platform. Recorded and Produced at our The Podcast Boss podcast studio in Brisbane

In this episode, Ryan Hamilton and I dig into the invisible "scripts" that hold everyday customer experiences together—those unwritten psychological expectations about what happens next, what signals mean, and how both customers and employees coordinate without even thinking about it. The trouble is: when technology (like mobile payments, kiosks, or automation) changes the steps, it can quietly break the script—creating uncertainty, awkwardness, and friction that wasn't there before. We explore why these scripts matter, how they differ by culture, and what leaders can do to help customers adopt new scripts without creating "prairie dog" moments. Best Quote from the Episode "A lot of customer experiences work because both sides know the script—until something changes and nobody knows what to do next." Professor Ryan Hamilton Key Takeaways What "scripts" are you unknowingly relying on in your customer journey—and what happens when they break? If you introduce new tech, what clear "signal" replaces the old customer behavior that used to communicate intent? How are you designing for different adoption speeds—early adopters and customers who want the old way back? Why You Should Listen If you're rolling out AI, automation, self-service, kiosks, or new payment methods, this episode will help you spot the hidden expectations that make experiences feel effortless—and show you how to redesign the cues and signals so customers don't feel confused, awkward, or abandoned. Resources Mentioned Colin Shaw - https://www.linkedin.com/in/colinrjshaw/ Professor Ryan Hamilton - http://linkedin.com/in/ryan-hamilton-49b3321  Monty Python "haggling" clip (Life of Brian): https://www.youtube.com/watch?v=-2iZjxSGca8 Our Workshops: https://beyondphilosophy.com/motivational-workshops/ About the Hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 286,000 followers and 87,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience. Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn. Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things" Harvard Business Press Follow Ryan on LinkedIn. Subscribe & Follow   Apple Podcasts Spotify  

In this episode, Ryan Hamilton and I dig into the invisible "scripts" that hold everyday customer experiences together—those unwritten psychological expectations about what happens next, what signals mean, and how both customers and employees coordinate without even thinking about it. The trouble is: when technology (like mobile payments, kiosks, or automation) changes the steps, it can quietly break the script—creating uncertainty, awkwardness, and friction that wasn't there before. We explore why these scripts matter, how they differ by culture, and what leaders can do to help customers adopt new scripts without creating "prairie dog" moments. Best Quote from the Episode "A lot of customer experiences work because both sides know the script—until something changes and nobody knows what to do next." Professor Ryan Hamilton Key Takeaways What "scripts" are you unknowingly relying on in your customer journey—and what happens when they break? If you introduce new tech, what clear "signal" replaces the old customer behavior that used to communicate intent? How are you designing for different adoption speeds—early adopters and customers who want the old way back? Why You Should Listen If you're rolling out AI, automation, self-service, kiosks, or new payment methods, this episode will help you spot the hidden expectations that make experiences feel effortless—and show you how to redesign the cues and signals so customers don't feel confused, awkward, or abandoned. Resources Mentioned Colin Shaw - https://www.linkedin.com/in/colinrjshaw/ Professor Ryan Hamilton - http://linkedin.com/in/ryan-hamilton-49b3321  Monty Python "haggling" clip (Life of Brian): https://www.youtube.com/watch?v=-2iZjxSGca8 Our Workshops: https://beyondphilosophy.com/motivational-workshops/ About the Hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 286,000 followers and 87,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience. Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn. Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things" Harvard Business Press Follow Ryan on LinkedIn. Subscribe & Follow   Apple Podcasts Spotify  

Courage is one of our most prized and celebrated virtues. But once you really start exploring it, the nature of courage is surprisingly hard to pin down.Here to help us explore the fascinating complications of courage is William Ian Miller, a historian, professor of law, and the author of The Mystery of Courage. Today on the show, Bill explains how centuries of philosophers, soldiers, and storytellers have approached courage and the hard-to-answer questions its manifestations raise. We discuss why courage has long been ranked among the highest virtues, the relationship between fear and courage, the fuzzy line between courage and cowardice, the association of courage and manhood, whether or not courage is domain specific, the difference between offensive and defensive courage, whether martyrs are courageous, whether deeds with evil ends are courageous, how fear, shame, and honor shape brave action, and more.Resources Related to the PodcastThe Road to Richmond: The Civil War Memoirs of Maj. Abner R. SmallIf I Die in a Combat Zone: Box Me Up and Ship Me Home by Tim O'BrienGood-Bye to All That by Robert GravesThe Personal Memoirs of Ulysses S. GrantAoM Article: Developing Manly CourageAoM Article: 9 Ways to Become More CourageousAoM Article: Courage Vs. Boldness — How to Live With Spartan BraveryAoM Podcast #380: How to Increase Your Courage and BraveryAoM Article: The 54 Best Quotes on CourageAoM Article: The Cardinal Virtues — CourageAoM Podcast #763: The Perils and Powers of CowardiceAoM series on honorConnect With William Ian MillerBill's faculty pageThanks to This Week's Podcast SponsorIncogni. Take your personal data back with Incogni! Use code MANLINESS at the link below and get 60% off an annual plan: https://incogni.com/manlinessSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Why do we actively seek out content that makes us angry? In this episode, Colin Shaw and Professor Ryan Hamilton explore the idea of consuming anger as an emotional experience. From doomscrolling and rage-bait headlines to viral customer complaints and outrage-driven media, they unpack why anger is such a powerful, bonding, and profitable emotion — and what this means for Customer Experience. Best Quote from the Episode "Sometimes people don't just experience anger — they actively consume it, because it makes them feel alive." Professor Ryan Hamilton Key Takeaways Anger is not just a reaction — it's often a deliberate emotional choice People consume negative emotions (anger, fear, disgust, sadness) because emotion beats boredom Rage-bait content works because it delivers safe emotional arousal with no personal risk Brands can unintentionally create rage bait, losing control of the narrative There may be no emotion that can't be monetized — but that raises ethical questions Resources Mentioned Overton's window - https://www.youtube.com/watch?v=FMU0w4MP8Dc&t=5s Colin Shaw - https://www.linkedin.com/in/colinrjshaw/ Professor Ryan Hamilton - http://linkedin.com/in/ryan-hamilton-49b3321   About the Hosts:  Colin Shaw is a LinkedIn 'Top Voice' with a massive 286,000 followers and 87,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience. Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn. Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things" Harvard Business Press Follow Ryan on LinkedIn. Subscribe & Follow  Apple Podcasts Spotify

Why do we actively seek out content that makes us angry? In this episode, Colin Shaw and Professor Ryan Hamilton explore the idea of consuming anger as an emotional experience. From doomscrolling and rage-bait headlines to viral customer complaints and outrage-driven media, they unpack why anger is such a powerful, bonding, and profitable emotion — and what this means for Customer Experience. Best Quote from the Episode "Sometimes people don't just experience anger — they actively consume it, because it makes them feel alive." Professor Ryan Hamilton Key Takeaways Anger is not just a reaction — it's often a deliberate emotional choice People consume negative emotions (anger, fear, disgust, sadness) because emotion beats boredom Rage-bait content works because it delivers safe emotional arousal with no personal risk Brands can unintentionally create rage bait, losing control of the narrative There may be no emotion that can't be monetized — but that raises ethical questions Resources Mentioned Overton's window - https://www.youtube.com/watch?v=FMU0w4MP8Dc&t=5s Colin Shaw - https://www.linkedin.com/in/colinrjshaw/ Professor Ryan Hamilton - http://linkedin.com/in/ryan-hamilton-49b3321   About the Hosts:  Colin Shaw is a LinkedIn 'Top Voice' with a massive 286,000 followers and 87,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience. Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn. Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things" Harvard Business Press Follow Ryan on LinkedIn. Subscribe & Follow  Apple Podcasts Spotify

The Australian Taxation Office is introducing the biggest shift to superannuation in years, moving from quarterly payments to a "Payday Super" model. Linda Dang, CEO of e.Advisory, joins Phil Di Bella to explain how hospitality businesses must adapt their cash flow and payroll systems before 1 July to avoid daily compounding penalties.   WHY LISTEN Understand the Mandate: Learn exactly what Payday Super means for your weekly or fortnightly pay cycles. Avoid Penalties: Discover how the ATO's new penalty regime compounds interest on a daily basis for late payments. System Upgrade: Identify which payroll softwares automate award compliance and super distribution. Cash Flow Strategy: Get practical advice on transitioning your bank balance to handle more frequent outflows. Data Integrity: Understand why the 28-day "buffer" for fixing errors is disappearing. KEY TAKEAWAYS Start Early: Do not wait until 1 July; implement payday super payments now to identify system errors and adjust cash flow expectations. Audit Your Data: Ensure all employee TFNs and super fund details are 100% accurate, as "bad data" is the primary cause of payment failure. Use Modern Payroll: Transition away from manual tracking to software like FoundU, Tanda, or Deputy to manage complex hospitality awards and automated super calculations. Prepare for the Double-Hit: In July, businesses must pay both the final June quarter super and the new payday super simultaneously. Manage the "Stapling" Rule: Employers are responsible for checking the ATO portal to find an employee's "stapled" fund if they don't provide details. Beyond Super: Track every tax invoice and expense daily rather than monthly to maintain a true picture of "liquid cash". Expert Integration: Treat bookkeeping and accounting as an investment that removes the "admin burden," allowing owners to focus on front-of-house growth. BEST QUOTES [00:02:22] "Payday super, essentially paying super as you pay wages." [00:03:33] "ATO's number one focus has always been on workers' superannuation. It is their number one red flag." [00:03:45] "They're happy for you to owe them money. But certainly not happy for you to owe your workers money." [00:07:21] "We just have to assume it's going to be tough. Okay. Yeah. So it's expect the worst, right?" [00:09:18] "It gets compounded every single day... 0.03% every single day if you don't pay super in time." [00:12:13] "Accounting and bookkeeping is always an investment. It takes the admin burden off a business owner." [00:14:01] "The money coming into your cash register... is not yours until you've paid all your expenses." ABOUT THE GUEST Linda Dang Linda is the CEO and Founder of e.Advisory and a hospitality accountant turned business growth consultant. With over a decade of experience, she combines a background in hospitality management with financial expertise to help SMEs navigate complex compliance and growth hurdles. What you'll learn from them today: How to transition your business to the Payday Super model and use payroll technology to automate compliance.   Links: Website: advisory.com.au Linkedin: https://www.linkedin.com/company/management-advisors-pty-ltd/ Instagram: https://www.instagram.com/managementadvisors/ BRANDS, TOOLS & RESOURCES e.Advisory – Linda Dang's accounting and business growth firm – advisory.com.au The Coffee Commune – A collaborative hub for the coffee and hospitality community – coffeecommune.com.au Xero / MYOB – Accounting software with integrated payroll features. FoundU / Tanda / Deputy – Specialist payroll and workforce management software for hospitality. HostPlus / Australian Super – Superannuation funds offering free employer portals for small teams. QuickSuper – A free clearinghouse alternative for teams of five or fewer. SHARE-WORTHY MOMENTS [00:02:44] The "Insolvency" Safeguard: Why the government is mandating weekly payments to protect employee retirement funds. [00:03:53] The Death of the Free Clearinghouse: Why the ATO is retiring its Small Business Superannuation Clearinghouse. [00:04:52] Software vs. Spreadsheets: Why hospitality owners cannot afford to manually calculate 7 AM vs. 7 PM award rates anymore. [00:07:02] The 20-Day Grace Period: The one-time "leeway" for new employees before penalties kick in. [00:08:18] What is "Stapling"? How to find an employee's super fund when they don't know it themselves. [00:09:57] The Queensland Outlook: Why 500,000 businesses are currently underprepared for 1 July. [00:13:37] The BAS Myth: Why you can't actually "reduce" your BAS and what you should focus on instead. TIME-STAMPED RUN-DOWN [00:00:43] – Introduction to Linda Dang and e.Advisory. [00:02:03] – The 1 July Deadline: Defining the Payday Super mandate. [00:02:56] – The Cash Flow Impact: Why businesses must start the transition now. [00:03:33] – ATO Red Flags: Why super is the most "dangerous" debt to hold. [00:03:56] – Clearinghouse Shutdown: Why the old free system is being retired. [00:04:46] – Payroll Tech Stack: Comparing FoundU, Tanda, and Deputy. [00:05:25] – Award Complexity: Automating 7 AM vs. 7 PM hospitality rates. [00:06:43] – Errors & Penalties: The 20-day rule for new employee data. [00:08:18] – Stapled Super: How to find lost accounts via the ATO portal. [00:09:12] – Daily Interest: Understanding the 0.03% compounding penalty. [00:12:09] – Investment vs. Cost: The real value of outsourced bookkeeping. [00:13:50] – Know Your Numbers: Why liquid cash isn't profit. [00:15:04] – Where to find Linda Dang and e.Advisory. If you are a cafe owner, hotelier, or small business operator, this episode is your essential survival guide for the upcoming ATO changes. Listen now on Spotify, Apple Podcasts, or via the Coffee Commune to ensure your business remains compliant and your cash flow stays healthy. Produced by The Podcast Boss: thepodcastboss.com

Welcome back to Binge Buddies: Off the (Chain)Saw — the Season Finale. We've driven the dusty backroads. We've argued about timelines that make no earthly sense. We've watched the saw stall, reboot, go 3D, get sympathetic, and absolutely lose its mind. And now? It's time to carve this franchise up for good. Bryan, Zombie Dog, Joel, and Ryan are closing out the entire Texas Chainsaw saga the only way you can: rankings, arguments, and probably at least one friendship hanging by a thread. We're counting down: The Top 5 Non-Murderer Characters — the poor souls who didn't pick up the saw but somehow survived the chaos. The Best Quotes — from unhinged ramblings to lines that should've stayed in the script draft. The Best Kills — because subtlety left this franchise around 1986. The Best Killers — family members, wild cards, and the ones who made dinner deeply uncomfortable. And finally… we rank all nine films. Yes. All nine. No mercy. No nostalgia goggles. Just cold, hard chainsaw justice. This is the ultimate showdown. The definitive list. The final scream across the Texas plains. The door slams. The generator hums. The saw roars one last time. Welcome to the family. Let's finish this.

In Part 1 of our first Pod of Fame Rewatch episode, Jim is joined by longtime friends and Simpsons fanatics Wando and Trajko for a deep dive into the iconic Simpsons episode "Homer at the Bat."We cover the following four segments in Part 1:Favorite Scene (27:15)Best Quote (40:49)Favorite Reason a Player Missed the Game (48:23)Nits to Pick (51:59)

It's that time of year... time for our entry into awards season with the 2026 Defender Awards, celebrating the films of 2025. We have all the categories the Oscars have, as well as other fun ones. Sit back and listen to the year that was in films! We put a lot of work into this for all of you, and we hope you enjoy! Maybe you'll find some films that you didn't catch that this show will make you want to watch. It's time for the 2026 Defender Awards! Click here to listen and connect anywhere: https://linktr.ee/moviedefenders 00:00:00 2026 Defender Awards Begins 00:21:16 Most Unfairly Criticized Movie 00:28:08 Best Trailer 00:43:47 Best Picture Nominee: Companion 00:47:16 Best Scene 01:04:23 Best Music 01:21:13 Best Picture Nominee: F1 - The Movie 01:28:04 Best Supporting Actress 01:36:45 Best Supporting Actor 01:50:42 Best Picture Nominee: Hamnet 01:55:38 In Memorium 02:19:52 Best Picture Nominee: K-Pop Demon Hunters 02:25:45 Best Actress 02:36:59 Best Actor 02:49:21 Best Picture Nominee: No Other Choice 02:51:40 Best Cinematography 02:55:54 Best Picture Nominee: One Battle After Another 02:59:30 Best Quote or Monologue 03:09:47 Best Picture Nominee: Predator - Killer of Killers 03:14:16 Best Screenplay 03:20:15 Best Opening Scene or Credits 03:24:16 Best Picture Nominee: Sinners 03:28:13 Biggest Surprise Movie 03:32:02 Best Genre (Documentaries) Movie 03:36:05 Best Picture Nominee: Superman 03:41:25 Best Ending 03:49:48 Best Director 03:55:15 Best Picture Nominee: Weapons 03:58:53 Best Picture of 2025 Special thanks to our amazing Patreon supporters! Alex Kirkby  Alexis Helman Barrett Young Bart German Brett Bowen Daryl Ewry Doug Robertson Ena Haynes Eric Blattberg Jason Chastain Josh Evans Joshua Loy Katherine Boulware Kevin Athey Mark Nattress Mark Martin Megan Bush Michal Kaczmarek Michael Puckett Nick Nagher Randal Silver Sean Masters Stephanie Ewry Tim TJ Walker Attack of the Killer Podcast

How will customers decide which decisions to hand over to AI? As AI agents move to the front of the customer journey, brands are no longer competing for attention. They're competing for selection. And in many cases, they don't even realize they're being bypassed. This conversation goes beyond tools and technology to examine the psychology of decision-making, trust, empathy, and what happens when AI becomes the primary decision-maker on behalf of customers.

How will customers decide which decisions to hand over to AI? As AI agents move to the front of the customer journey, brands are no longer competing for attention. They're competing for selection. And in many cases, they don't even realize they're being bypassed. This conversation goes beyond tools and technology to examine the psychology of decision-making, trust, empathy, and what happens when AI becomes the primary decision-maker on behalf of customers.

HOUR 4 - Live from Scottsdale Stadium! We wrap up the day with the top player quotes from Giants Spring Training before GM Zack Minasian joins the show to break down roster decisions, camp standouts, and what’s next for the team.See omnystudio.com/listener for privacy information.

HOUR 4 - Live from Scottsdale Stadium! We wrap up the day with the top player quotes from Giants Spring Training before GM Zack Minasian joins the show to break down roster decisions, camp standouts, and what’s next for the team.See omnystudio.com/listener for privacy information.

What does customer experience look like when AI starts acting on behalf of the customer? As AI agents increasingly understand customer context, remember past behavior, and reduce friction, they begin to insert themselves between companies and customers. That shift has major implications for CX, branding, differentiation, and how organizations stay relevant when customers stop visiting websites, apps, and even stores. This conversation focuses entirely on the customer's perspective, not internal AI efficiency. It's about what happens when customers trust AI agents to search, filter, recommend — and sometimes even buy for them. Best Quote from the Episode "When your customer experience isn't good enough, you get replaced by something that is." — Colin Shaw Key Questions Discussed What happens to customer experience when AI starts making decisions for customers instead of customers interacting directly with companies? If AI becomes the primary filter of choice, how do brands stay visible — and avoid becoming invisible? Which parts of today's customer journey are most at risk of disappearing altogether? Why You Should Listen If you're responsible for customer experience, strategy, marketing, or growth, this episode challenges some deeply held assumptions about how customers discover, evaluate, and choose brands. Rather than focusing on internal AI use cases, this conversation looks outward — at how customer behavior is shifting and what that means for organizations that want to remain visible, relevant, and chosen in an AI-first world. This episode doesn't give you a checklist. It gives you something more valuable: a new way of thinking about where CX is heading — and why waiting is risky. Resources Mentioned Colin Shaw - https://www.linkedin.com/in/colinrjshaw/ Professor Ryan Hamilton - http://linkedin.com/in/ryan-hamilton-49b3321  About the Hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 286,000 followers and 87,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience. Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn.   Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things" Harvard Business Press Follow Ryan on LinkedIn. Subscribe & Follow Apple Podcasts Spotify

What does customer experience look like when AI starts acting on behalf of the customer? As AI agents increasingly understand customer context, remember past behavior, and reduce friction, they begin to insert themselves between companies and customers. That shift has major implications for CX, branding, differentiation, and how organizations stay relevant when customers stop visiting websites, apps, and even stores. This conversation focuses entirely on the customer's perspective, not internal AI efficiency. It's about what happens when customers trust AI agents to search, filter, recommend — and sometimes even buy for them. Best Quote from the Episode "When your customer experience isn't good enough, you get replaced by something that is." — Colin Shaw Key Questions Discussed What happens to customer experience when AI starts making decisions for customers instead of customers interacting directly with companies? If AI becomes the primary filter of choice, how do brands stay visible — and avoid becoming invisible? Which parts of today's customer journey are most at risk of disappearing altogether? Why You Should Listen If you're responsible for customer experience, strategy, marketing, or growth, this episode challenges some deeply held assumptions about how customers discover, evaluate, and choose brands. Rather than focusing on internal AI use cases, this conversation looks outward — at how customer behavior is shifting and what that means for organizations that want to remain visible, relevant, and chosen in an AI-first world. This episode doesn't give you a checklist. It gives you something more valuable: a new way of thinking about where CX is heading — and why waiting is risky. Resources Mentioned Colin Shaw - https://www.linkedin.com/in/colinrjshaw/ Professor Ryan Hamilton - http://linkedin.com/in/ryan-hamilton-49b3321  About the Hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 286,000 followers and 87,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience. Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn.   Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things" Harvard Business Press Follow Ryan on LinkedIn. Subscribe & Follow Apple Podcasts Spotify

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 tend to move through over time. Most people touch more than one. Very few stay in just one forever. The episode challenges listeners to ask: Where am I on this curve? Where are my customers today? And where will they be in 3–5 years? This is Part One of a new AI series exploring the implications of changing customer behaviour — and what organisations should be doing now to prepare. Best Quote from the Episode "This isn't a technology maturity model. It's a behavioural one. People don't adopt AI in a single way — they move through patterns depending on trust, confidence, and what's at stake." Colin Shaw, Founder & CEO, Beyond Philosophy Why You Should Listen If you're: wondering how AI will really change Customer Experience unsure whether your organisation is preparing for the right future or trying to understand how customer decision-making is evolving …this episode gives you a clear, practical way to think about AI adoption — grounded in behaviour, not hype. Resources Mentioned Colin Shaw - https://www.linkedin.com/in/colinrjshaw/ Professor Ryan Hamilton - http://linkedin.com/in/ryan-hamilton-49b3321  About the Hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 87,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 2% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn.   Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things" Harvard Business Press Follow Ryan on LinkedIn.  Subscribe & Follow Apple Podcasts Spotify  

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 tend to move through over time. Most people touch more than one. Very few stay in just one forever. The episode challenges listeners to ask: Where am I on this curve? Where are my customers today? And where will they be in 3–5 years? This is Part One of a new AI series exploring the implications of changing customer behaviour — and what organisations should be doing now to prepare. Best Quote from the Episode "This isn't a technology maturity model. It's a behavioural one. People don't adopt AI in a single way — they move through patterns depending on trust, confidence, and what's at stake." Colin Shaw, Founder & CEO, Beyond Philosophy Why You Should Listen If you're: wondering how AI will really change Customer Experience unsure whether your organisation is preparing for the right future or trying to understand how customer decision-making is evolving …this episode gives you a clear, practical way to think about AI adoption — grounded in behaviour, not hype. Resources Mentioned Colin Shaw - https://www.linkedin.com/in/colinrjshaw/ Professor Ryan Hamilton - http://linkedin.com/in/ryan-hamilton-49b3321  About the Hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 87,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 2% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn.   Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things" Harvard Business Press Follow Ryan on LinkedIn.  Subscribe & Follow Apple Podcasts Spotify  

Customer satisfaction has barely moved in over 30 years — despite enormous investment in Customer Experience. In this episode of The Intuitive Customer, Professor Ryan Hamilton and Morgan Ward speak with Forrest Morgeson from the American Customer Satisfaction Index (ACSI). ACSI has tracked customer satisfaction continuously since 1994 using the same questions and methodology across the entire US economy. And the long-term data tells a story that challenges many comfortable CX assumptions. Rather than steadily improving as CX practices mature, customer satisfaction rises and falls in cycles — heavily influenced by pricing, profitability, cost-cutting, and broader economic forces. This episode explores why satisfaction scores stagnate, why record profits often coincide with declining customer satisfaction, and why CX leaders need to think beyond journey maps and empathy training. Best Quote from the Episode "Customer satisfaction isn't a straight line. It moves in cycles — and when companies start squeezing for profit, customers feel it." Forrest Morgeson, American Custoimer Satisfaction Index Why You Should Listen? If you work in customer experience, marketing, or leadership, this episode will challenge some of the most widely held beliefs in CX. You'll gain: A data-led perspective grounded in 30 years of evidence A clearer understanding of why satisfaction scores fall despite CX investment Practical insight into the economic forces shaping customer experience A more realistic way to think about CX performance and ROI   Resources Mentioned  American Customer Satisfaction Index: https://theacsi.org/the-acsi-difference/us-overall-customer-satisfaction/  Forrest Morgeson - https://www.linkedin.com/in/forrestmorgeson/   About the Hosts: Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things" Harvard Business Press Follow Ryan on LinkedIn.  Morgan Ward is an adjunct marketing professor, weekly expert guest on The Take—11Alive's in-depth news program that explores timely stories through expert insight—With over 20 years of experience advising clients ranging from start-ups to Fortune 500s and publishing in top academic journals, she's passionate about decoding the symbolic and cultural forces that shape consumer behavior. Her work focuses on status, identity, and decision-making across sectors like luxury, retail, and tech. Beyond consulting, Morgan serves as an expert witness in branding and advertising litigation, bringing academic rigor to questions of perception, distinctiveness, and influence. Follow Morgan on LinkedIn (https://www.linkedin.com/in/morgankward-phd/)   Subscribe & Follow  Apple Podcasts Spotify  

The guys hand out the 2025 Fantasy Football Awards, including Fantasy MVP, LVP, what aged the best, what aged the worst, and more as they recap the entire NFL and fantasy season. They debate McCaffrey vs. Puka, shout out Trey McBride, torch Lamar and Justin Jefferson, and revisit the takes, narratives, and chaos that defined 2025. (00:00) Intro (04:38) Fantasy MVP (23:36) Fantasy LVP (32:30) What Aged the Best? (41:38) What's Aged the Worst (49:43) Dion Waiters Award - Best Waiver Wire Guy of the Year (53:47) Biggest Leap Award (59:13) It's so Over of the Year (01:04:18) We're so back of the Year (01:10:53) Smarter Moves (01:16:00) The Ruffalo-Hanna-Rubinek-Patridge Overacting Award (01:24:15) Quote of the Year (01:31:49) Best Announcer Moment of the Year (01:38:50) Cloyce Box Name of the Year (01:42:14) Ringer 107 (01:45:32) Deadest Dove Do Not Eat Award for the Most Glaringly Obvious Thing You Still Fell For (01:46:26) Most Rewatchable Play (01:48:07) Worst Coach Moment of the Year (01:49:19) Probably Unanswerable Questions (01:50:26) Kyle Pitts Death Valley Award (01:55:29) Stat of the Year (01:56:27) Email of the Year (01:57:42) Life Lesson of the Year (01:58:54) Who Won the Year (02:02:20) Who Lost the Year (02:03:31) Stephen A. Smith Hottest Take Award/Craziest thing anyone said on the show this year Discord link: / discord Check out the 2025 Ringer Fantasy Football Rankings: https://fantasyfootball.theringer.com/ Email us! ringerfantasyfootball@gmail.com This episode is sponsored by Chime. Bank Smarter, Progress Farther The Ringer is committed to responsible gaming. Please visit www.rg-help.com to learn more about the resources and helplines available. Hosts: Danny Heifetz, Danny Kelly, and Craig Horlbeck Producers: Kai Grady, Carlos Chiriboga, and Cameron Dinwiddie “Arcade”: NSYBBH8ONNLKC7H4 Learn more about your ad choices. Visit podcastchoices.com/adchoices

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 techniques can damage trust, even when they maybe effective ✅ Sales incentives often conflict with customer experience goals ✅ Leadership must deliberately define the experience they want to deliver ✅ Culture matters: a sales-first mentality breeds silos and resentment ✅ Aligning sales and CX is essential for long-term success, not just short-term gains

Discover, Develop, Giveaway; Dr. David ViscottSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

10-22 Dirty Work Hour 3: "Coach Speak" with the best quotes from around football, plus Tim Ryan on gameplan for Houston as SF looks to keep momentum goingSee omnystudio.com/listener for privacy information.

10-22 Dirty Work Hour 3: "Coach Speak" with the best quotes from around football, plus Tim Ryan on gameplan for Houston as SF looks to keep momentum goingSee omnystudio.com/listener for privacy information.

Episode Description What if building the business of your dreams quietly cost you everything that you care about? Jim Weldon built multiple 8-figure companies—self-funded, debt-free, and profitable from day one. But success came at a cost: he worked 340 days a year for seven years and nearly lost his marriage and connection with his kids. In this episode, Jim shares his journey from obsessed entrepreneur to present father and husband, the single agreement with his wife that changed everything, and his proven strategies for bootstrapping profitable companies without venture capital. In This Episode: How to bootstrap a company from $0 to $60M in three years Why 99% of companies won’t get VC funding (and what to do instead) The “Friday at 5pm” rule that saved his family Teaching vs. torturing: working successfully with your son Building AI-powered businesses in 2025 Guest Jim Weldon – Entrepreneur with 30+ years of experience building self-funded, profitable companies. Founder of Prospect Desk (prospectdesk.ai). Works alongside his son in business. Key Takeaways Keep your day job until your side business generates real cash If people won’t pay you to consult, you don’t know enough to build that company yet Get customers to prepay—it’s the real test of product-market fit You’ll spend 70% of time on business as an entrepreneur—engineer specific carve-out times for family Physical presence ≠ mental presence. It takes intentional work to truly be there. Best Quotes “What did it cost me? Nearly everything. Just being healthy, emotionally, physically, relationship wise was not healthy.” – Jim Weldon “You’re 99 times more likely NOT to raise money from an institutional investor. Why would that be your strategy?” – Jim Weldon “Do you wanna make this an experience where you teach him or torture him?” – Jim’s wife Connect with Jim Email: jim@prospectdesk.aiWebsite: prospectdesk.ai Resources Prospect Desk – AI-powered prospecting platform Charlie Munger’s mental models YPO & EO – Peer learning organizations About This Podcast Engineer Your Success helps engineering leaders and business owners win at work and at home. Hosted by Dr. James Bryant, PhD, PE. New episodes every Tuesday Join Engineer Your Success Insiders for exclusive coaching insights: engineeryoursuccessnow.com/insiders

Mal and Jo are back in Hawkins to continue their rewatch of ‘Stranger Things' in the run-up to the fifth and final season. Next up: revisiting Season 3! They talk about their original experience with this season and hand out some superlatives! (00:00)  Intro(03:57) Mailbag(08:36) Opening Snapshot(45:19) Best New Addition(51:00) Best Use of the Summer Setting(53:09) Most Important Relationship(01:00:23) Most Emotional Moment(01:13:49) Funniest Moment(01:23:11) Scariest Moment(01:31:01) Goopiest Moment(01:33:42) Best Coming-of-Age Moment(01:38:33) Award for Honoring the Nerds(01:43:51) Ship Wars(01:51:18) Best Quote(01:56:57) Most Memorable Visual(02:00:25) Favorite Pop Culture Influence(02:04:08) Most Potent Use of ‘80s Nostalgia(02:06:43) '80s Parenting: We Have Some Notes(02:10:47) Fit (or Hair) Lord(02:12:40) Shortest Shorts Lord(02:16:00) Best Needle Drop(02:18:43) Best Netflix Subtitles(02:21:28) Season 3 MVP(02:23:00) Season 5 Lookahead Hosts: Joanna Robinson and Mallory RubinProducers: Carlos Chiriboga and John RichterSocial: Jomi AdeniranAdditional Production Support: Arjuna Ramgopowell Learn more about your ad choices. Visit podcastchoices.com/adchoices

Abu⁠⁠⁠⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠⁠⁠⁠Leo⁠⁠⁠⁠⁠⁠⁠⁠ are joined by Alt Shift X to share and discuss some of their favorite quotes in the Dune series– Spoiler, it's NOT "Fear is the Mind Killer". This episode contains SPOILERS for all six of Frank's books! Follow Alt Shift X on ⁠Youtube⁠ and ⁠BlueSky⁠ Get ad-free episodes and bonus content: ⁠⁠⁠⁠⁠⁠⁠https://www.patreon.com/GomJabbar⁠⁠⁠ Say thank you with a tip: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠http://buymeacoffee.com/gomjabbar⁠⁠⁠⁠⁠⁠⁠⁠ Watch video versions of select episodes: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.youtube.com/@loreparty⁠⁠⁠⁠⁠⁠⁠⁠ Get yourself some custom-designed Dune swag: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.gomjabbarshop.com Learn more about your ad choices. Visit megaphone.fm/adchoices

EPP 409 Your Customers are Lazy... and Bored: How to Use That to Your Advantage Show Notes:  This week on The Intuitive Customer, Colin takes a step back and welcomes guest host Morgan Ward to explore one of psychology's favourite contradictions: why customers cling to the familiar, yet crave novelty. From music playlists to yogurt purchases, from comfort food to product design, Colin and Morgan unpack why we're wired for both—and how brands can use that tension to create better customer experiences. Best Quote from the Episode “Familiarity earns trust. Novelty earns attention. Get the balance right, and you earn loyalty.” Key Takeaways Customers don't always prefer the familiar or the new—it depends on context and need. Status quo bias (familiarity) is driven by loss aversion and cognitive laziness. Novelty seeking is driven by boredom and our need for optimal arousal. The best products deliver both—“updated classics” that balance safety and stimulation. Ask yourself: is your customer seeking comfort or excitement right now? Your answer determines whether to lean into familiarity or novelty.

Mal and Jo are back together and in Hawkins to continue their rewatch of ‘Stranger Things' in the run-up to the fifth and final season. Next up: revisiting Season 2! They talk about their original experience with this season and hand out some superlatives! (00:00) Intro (08:46) Opening snapshot (22:08) Best New Addition (31:03) Most Important Relationship (38:39) Funniest Moment (42:46) Most Emotional Moment (45:45) Scariest Moment (54:12) Goopiest Moment (57:51) Best Coming-of-Age Moment (01:03:16) Award for Honoring the Nerds (01:10:05) Ship Wars (01:15:38) Best Quote (01:18:03) Most Memorable Visual (01:22:01) Favorite Pop Culture Influence (01:24:49) Most Potent Use of '80s Nostalgia (01:27:59) '80s parenting: We have some notes (01:31:14) Sophomore slump miscalculation (01:33:47) The Fit (or Hair) Lord of S2 (01:36:17) Best Needle Drop (01:39:01) The Most Netflix-y Subtitle (01:41:27) Season MVP (01:46:33) The Most Enticing Endgame Setup Hosts: Mallory Rubin and Joanna Robinson Producers: Carlos Chiriboga and Jon Jones Social: Jomi Adeniran Additional Production Support: Arjuna Ramgopowell Learn more about your ad choices. Visit podcastchoices.com/adchoices

Mike Leach would like a word...

"I wasn't gonna let him win"It's December 27th, 2021, and young police officer Ashley Ferris reluctantly accepts an overtime shift— not knowing that this decision will change her life forever. That night, a supposed "Alpha" male & manosphere podcaster known as Lyndon McLeod begins his terrifying revenge spree in downtown Denver, acting out his murderous hit list hidden in the pages of his novel, "Sanction". In the dark winter night, no one knows where he will strike next, nor how to stop his rampage...Unless Ashley, who feels she has nothing to lose, can find the dangerous gunman and put a stop to his reign of terror, at any cost.Ashley's non-profit, A Fighting Chance:https://www.afightingchanceltd.com/ Alicia Cardenas: https://www.gofundme.com/f/support-for-Cardenas-family?utm_campaign=p_cp+share-sheet&utm_medium=copy_link_all&utm_source=customer Jimmy Maldonado: https://www.gofundme.com/f/support-soltribe-shooting-survivor-in-healing-transition?fbclid=PAZXh0bgNhZW0CMTEAAafT-nKZoA1aY47kWcgLKB2ZbvIk8tWD4FmWIBbqKeH4uBYLqm3qgB0KU2Yenw_aem_vJpcz97L05EMAehJnLxmVg Sarah Steck: https://www.gofundme.com/f/help-sarahs-family-with-this-tragedy Danny Scofield: https://www.gofundme.com/f/danny-dano-blair-scofield?utm_medium=referral&utm_source=unknown&utm_campaign=comms_drx8+danny-dano-blair-scofield Ashley Ferris https://www.gofundme.com/f/qfugzz-help-our-friends-recovery?utm_medium=referral&utm_source=unknown&utm_campaign=comms_drx8+qfugzz-help-our-friends-recovery Alyssa: https://www.groundingdown.com/alyssa-gunn-maldonado-fund Credits:Written, directed & edited by Alexandre GendronResearched by Manon LafosseVoiceover by William AkanaProduced by Alexandra Salois & Salim SaderSources: “Control, Alt, Delete”. Deadly Influence: The Social Media Murders: Warner Bros Discovery Inc. 2023. (Talos Films / Investigation Discovery)Podcasts:“Behind the Badge: A Story of Hope with Ashley Ferris”. From Survivor to Thriver: Erik Da Rosa and Marc Fernandes, 2023. “Stay in the fight”. The muster room: Eric Potts and Austin Glickman / Joseph Ryder, 2023. “Courage, Hope and Resilience” The Danny and Park Novels Good News Podcast, 2024. “Denver's Tumultuous Tattoo History, In Alicia Cardenas's Own Words”. City Cast Denver, 2025.“Alicia Cardenas, Denver, CO Full Length” The Nature Of Refuge. 2018.Denver 7 - ABCFox 319NewsCBS ColoradoKCAL NewsCBS NewsDW NewsCBS MiamiNBC NewsBBCABC News HLNInside EditionABC 7BBC 3 Scripps NewsCNNSky NewsABC News in depthNBC New-YorkKGTVOthers (YouTube. Podcasts, TV & Articles)The Glitch GlobalThe M PodThe LiverKingHow To Beast talksReal Talk with Zuby - boogiebuttersLogocentrifugal 74Thiccoq ProductionsAlpha IntellectWarhorse, Lyndon McLeod, 2021Andrew Tate's Best Quotes, KingTok, 2022Masculinity Motivational Advice, The Glitch Global, 2024The Disturbing Downfall Of The Liver King, Kavos, 2025FreshAndFit's Double Standards For Women, Annamarie Forcino, 2021Andrew Tate vs Piers Morgan, Piers Morgan Uncensored, 2022He Murdered 5 People. But Before Then, He Made a Movie About It., VICE, 2022Andrew Tate Inspired Him to ‘Come Out of His Shell', Dr. Phil, 2023FITXFEARLESSCoffeehouse CrimeThe 'Incel' Movement: How It May Have Motivated Toronto Van Attack, Inside Edition, 2018Woman shares footage of assault by street harasser at Paris cafe, The Guardian, 2018This Is What The Life Of An Incel Looks Like, VICE, 2018What Is Toxic Masculinity?, Pop Culture Detective, 2016Fight Club, 20th Century Fox, 1999Joker, Warner Bros. Pictures, 2019The Red Pill, Gravitas Ventures, 2016Adolescence, Netflix, 2025The Matrix, Warner Bros., 1999Jimmy Maldonado, Wolf and Goat Tattoolyslas, Instagramcorazon_de_tecpatl, Instagramafightingchanceltd, InstagramAlicia Cardenas, FacebookSanction I, Roman McClay, 2019Sanction II, Roman McClay, 2019Sanction III, Roman McClay, 2020Getty Images

The Warlock's Curse: An Epic D&D One-Shot on Mostly Superheroes This episode of the Mostly Superheroes podcast plunges listeners into a thrilling Dungeons & Dragons one-shot adventure titled "The Warlock's Curse," led by the esteemed Sam the DM. Hosts Logan Janis and Sam Zeller (also known as Sam the Sleeper), alongside Scotty Scoop, embark on a perilous journey as "The Fabulous Three." Logan Janis's character, Lorgan the Dragonborn Sorcerer, joins Sleeper the Elven Ranger, and Kilroy the Tiefling Warlock. Their quest for a shortcut through the ominous Whispering Wood takes an unexpected turn when they stumble upon "The Withered Rose Inn." Inside, they encounter Helga, the innkeeper, who offers free lodging in exchange for dealing with a mysterious, unsettling guest. This stranger, Sir Reginald, is revealed to be afflicted by a Warlock's Curse, slowly transforming him into a "rabid platypus." The only hope for a cure lies in a basin of holy water at an ancient, ruined temple deeper in the woods. The adventurers face immediate danger as zombies attack the inn, forcing them into a desperate battle. Lorgan the Sorcerer bravely engages with a Firebolt, and Kilroy's Warlock unleashes an Eldritch Blast. Amidst the chaos, Helga provides vital healing potions. The episode culminates in a tense moment as Lorgan the Sorcerer falls unconscious after being poisoned by an Imp, leaving the fate of the mission in the hands of Sleeper and Kilroy, with Sleeper using powerful, holy-water-boosted attacks to fight specters. And the Lorgan somehow pretty much saves the day! Hear Sam the DM do what he does best. Book him for the fun and easy (for me) D&D master in St. Louis! www.samthedm.com Top 10 Best Quotes from the podcast "It's my life's work to try to drag every single person I come across into playing this game, whether they like it or not." "In Sam the DM's game, there are no racists." "If you roll a 20 on the dice, it's a critical success." "I'm feeling critical." "I thought I could take them all out easily." "Oh boy, you are stealthy today." "I have, but you can tell I barely fit in here." "My charisma is, my charisma. That is at the top of the list off the charts." "We have no, I had big dreams, I big dreams, yeah." "Remember that I did this for you, Kilroy." Sponsors & Mentions City Winery St. Louis: Join Sam the DM for "Heat Wave, a D&D brunch" on July 27th, with doors at 11 AM and show at noon. Use promo code MOSTLY to win tickets at mostlysuperheroes.com. Purchase tickets at City Winery St. Louis. Alamo Drafthouse St. Louis: Mostly Superheroes hosts another Screen and Social on July 26th for "Fantastic Four." The Fabulous Fox Theatre: Mentions of upcoming shows at fabulousfox.com. Mostly Superheroes Screen & Social: Ad for an event on July 26th. Find more information on the Mostly Superheroes website. More to Say with Randi Naughton: Check out her podcast at randinaughton.com/moretosaypodcast. Team Jakey End the Stigma: Learn more and support at teamjakey.org. The Jock and Nerd Podcast: Find their content at jockandnerd.com. Mostly Superheroes AD Free Episodes: Available for subscribers. Support the podcast at mostlysuperheroes.com/support or find on Apple Podcasts. Review and subscribe and thanks for supporting indie podcast Mostly Superheroes! Learn more at mostlysuperheroes.com ©2025 Carrogan Ventures, LLC

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 million defense contract. ‘Hello! I see you're interested in missile systems. Would you like fries with that?'" Key Takeaways: AI Should Enhance, Not Replace – AI can automate routine interactions, but when emotions are high (like fraud issues or complaints), a human is still king. The Wrong Cost-Cutting Strategy Can Cost You More – AI might save money upfront, but if it frustrates customers, it can drive them away. Know Your Audience – Some customers love chatbots; others despise them. Testing is critical. Context Matters – A simple question like checking an account balance? AI can handle it. A frustrated customer dealing with a major issue? Bring in the humans. AI + Humans = The Winning Formula – Studies show AI-generated emails can be more empathetic than human ones (yes, really!), but the best approach is using AI to support human interactions, not replace them. Why You Should Listen: If you're thinking about rolling out AI across your customer experience, stop and listen to this episode first. We break down the risks, the rewards, and how to make sure you don't end up with a frustrated customer base ready to rage-tweet about you. Resources Mentioned Wall Street Journal Article: Turns Out AI Is More Empathetic Than Allstate's Insurance Reps https://www.wsj.com/articles/turns-out-ai-is-more-empathetic-than-allstates-insurance-reps-cf5f7c98?utm_source=chatgpt.com About the Hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 86,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn. Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press Follow Ryan on LinkedIn. Subscribe & Follow Apple Podcasts Spotify  

Mal and Jo are back in Hawkins and the Upside Down for a rewatch of ‘Stranger Things' in the run-up to the fifth and final season. First up: Revisiting Season 1! They talk about their original experience with the show and hand out some superlatives! (00:00) Intro(06:21) Opening Snapshot(29:48) Favorite Episode(36:43) Most Important Friendship(48:19) Funniest Moment(51:34) Most Emotional Moment(01:01:24) Scariest Moment(01:08:41) Most Electric Moment(01:14:22) Best Coming-of-Age Moment(01:19:00) Honoring the Nerds(01:25:32) Best Quote(01:27:31) Most Memorable Visual(01:33:35) Goopiest Goop(01:35:50) The Internet Was Wrong About This(01:41:29) Favorite Pop Culture Reference(01:45:02) Most Potent Use of '80s Nostalgia(01:46:55) Fit Lord(01:49:46) Best Needle Drop(01:51:33) Most Netflix-y Subtitle(01:52:32) Most Enticing Endgame Setup(02:01:57) Biggest Season 5 Question(02:10:24) Season 1 MVP Hosts: Mallory Rubin and Joanna RobinsonProducers: Carlos Chiriboga and John RichterSocial: Jomi AdeniranAdditional Production Support: Arjuna Ramgopowell Learn more about your ad choices. Visit podcastchoices.com/adchoices

How 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 each other. You may think your audiences are living on separate islands, but spoiler alert: they're not. They're watching each other, seeing what the other does, and sometimes they don't like it and will move elsewhere.  From Crocs to Prius to the Bud Light fiasco (and yes, even neo-Nazis in New Balance sneakers), this episode pulls no punches. It's a fast-paced, funny, and brutally honest look at why many brands fail to grow—and how you can avoid becoming the following cautionary tale.

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 trust, customer behaviour, and why people treat AI like it's part of the cast of Friends. Meanwhile, Colin keeps things grounded with real-life examples with his usual “so what?” test. What You'll Learn in This Episode: Why 50% of customers trust companies less when they know AI is involved How AI literacy backfires (the more people understand it, the less they use it!) The subtle “outgroup” bias customers apply to AI systems Why hedonic recommendations (like chocolate) must come from humans How one bad AI interaction can poison the well for all future ones What the hell “personification” means—and why it matters for your brand The surprising emotional tension behind AI adoption (it's empowering and scary) Best Quote from the Episode: “AI isn't human, but customers treat it like it is—and that means it's being judged by human standards. If it screws up once, they'll remember. And they'll blame all AI for it.” – Professor Ryan Hamilton Resources Mentioned This podcast is sponsored by SOCAP International and IA Solutions, who are both as passionate about improving customer experience as we are. SOCAP: https://socap.org/ IA Solutions: https://iacallcenter.com/  Research References: Castelo, Noah, Maarten W. Bos, and Donald R. Lehmann (2019), “Task-Dependent Algorithm Aversion,” Journal of Marketing Research, 56 (5), 809-825. Dietvorst, Berkeley J., Joseph P. Simmons, and Cade Massey (2015), “Algorithm aversion: people erroneously avoid algorithms after seeing them err,” Journal of Experimental Psychology: General, 144, 1, 114. Hermann, Erik, and Stefano Puntoni, (2024), “Artificial intelligence and consumer behavior: From predictive to generative AI,” Journal of Business Research, 180, 114720. Ipsos (2022), “Global opinions about AI – January 2022, https://t.ly/qyyEI Longoni, Chiara, and Luca Cian (2022), “Artificial Intelligence in Utilitarian vs. Hedonic Contexts: The “Word-of-Machine” Effect,” Journal of Marketing, 86 (1), 91-108. Puntoni, Stefano, Rebecca W. Reczek, Markus Giesler, and Simona Botti (2021), “Consumers and Artificial Intelligence: An Experiential Perspective,” Journal of Marketing, 85 (1), 131-151. Santoro, Erik, and Benoît Monin (2023), “The AI Effect: People rate distinctively human attributes as more essential to being human after learning about artificial intelligence advances,” Journal of Experimental Social Psychology 107, 104464. About the Hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 86,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn. Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press Follow Ryan on LinkedIn.   Subscribe & Follow   Apple Podcasts Spotify

What are the smartest ways for HENRYs (High Earners, Not Rich Yet) to save for their child's future college expenses—and what are the pros and cons of each option?In this episode of The Confident Retirement Podcast, host Kris Flammang and LPF Advisors' Armando Faucy-Smith and Collin Habig take a deep dive into college planning for HENRYs. They break down the three most popular ways to save for your child's education—529 plans, custodial accounts, and parent-owned brokerage accounts. The team explains how each account works, key differences in flexibility, tax treatment, and financial aid impact, plus common mistakes to avoid when choosing the right college savings path.5 Key Takeaways→ A 529 plan offers tax advantages for education expenses and is generally the most “financial aid friendly” option for parents. → Custodial accounts (UGMA/UTMA) offer more flexibility but come with fewer tax benefits and count more heavily against financial aid eligibility. → Parent-owned brokerage accounts provide the most control and flexibility but lack tax perks for education and count as parental assets for financial aid. → Tax treatment, account ownership, and how funds are used (or not used for college) can have a huge impact on long-term savings outcomes. → It's essential to understand your goals, your state's rules, and to work with a financial advisor to tailor the right strategy for your family.Best Quotes from the Episode “The 529, of all the plans we're going to talk about today, is probably the broadest one in terms of defining higher education.” “People often underestimate how limited the flexibility is in a 529, and overestimate how free custodial money is—once your kid turns 18 or 21, that account is their money.” LPF Advisors Website: lpfadvisors.com Kris Flammang (LinkedIn): Kristopher Flammang Collin Habig (LinkedIn): Collin Habig Armando Faucy-Smith (LinkedIn): Armando Faucy-Smith Schedule a Consultation: Take your "money temperature" and create a personalized wealth-building strategy. Subscribe: Follow the podcast for more Smart Money strategies for HENRYs. Connect with the Advisors Learn more about your ad choices. Visit megaphone.fm/adchoices

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 a special guest: Ben Shaw, Chief Strategy Officer at MullenLowe (and, fun fact, Colin's son). It turns out that years of heated Sunday lunch debates on advertising vs. CX have led to this moment!

How can HENRYs (High Earners, Not Rich Yet) start building a lasting financial legacy, even before reaching traditional “wealthy” status? In this episode of The Confident Retirement Podcast, host Kris Flammang is joined by LPF Advisors' Armando Faucy-Smith and Collin Habig for the next installment in their special series tailored to HENRYs. They break down practical, actionable steps for high earners still on their journey to building true wealth, covering everything from foundational planning to mindset, investing, and preparing for life's significant milestones.5 Key Takeaways → Understand the importance of starting legacy planning before you feel “wealthy.” → Learn how to align your financial strategies with your values and long-term goals. → Discover common mistakes HENRYs make—and how to avoid them. → Get actionable tips for optimizing savings, investments, and tax strategies. → See why working with the right advisor makes a difference in your financial journey.Best Quotes from the Episode “Building a legacy isn't just about money—it's about intention, impact, and the life you want to create.” “Even if you're not ‘rich yet,' you have the power to make smart decisions today that set up a stronger tomorrow.” LPF Advisors Website: lpfadvisors.com Kris Flammang (LinkedIn): Kristopher Flammang Collin Habig (LinkedIn): Collin Habig Armando Faucy-Smith (LinkedIn): Armando Faucy-Smith Schedule a Consultation: Take your "money temperature" and create a personalized wealth-building strategy. Subscribe: Follow the podcast for more Smart Money strategies for HENRYs. Learn more about your ad choices. Visit megaphone.fm/adchoices

Episode Summary: Everyone's talking about AI like it's some kind of CX fairy godmother—“Bibbidi-bobbidi-boo! Your NPS just went up 50 points!” Spoiler alert: it doesn't work like that. In this episode, Colin and Ryan are joined by Frederic Durand, CEO of Diabolocom, and Collin D. Ehret, Senior Enterprise Sales Director (yes, another Collin… brace yourself), for a no-fluff, practical, and slightly irreverent discussion about what it really takes to implement AI in your customer experience. Diabolocom Website: https://www.diabolocom.com/  LinkedIn: https://www.linkedin.com/company/diabolocom/ Frederic Durand LinkedIn: https://www.linkedin.com/in/fpdurand/  Collin D. Ehret  LinkedIn: https://www.linkedin.com/in/collinehret/    This is a must-listen if you're wondering: Why most AI deployments stall before takeoff How to avoid drowning in customer data Why your silos are killing your CX And how AI can actually make your human interactions better You'll hear real-world examples, hard-earned insights, and maybe even a laugh or two (two Colins on one podcast—what could go wrong?).

First 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? From real-world business insights to slightly embarrassing personal stories (yes, there's a “matching tie and handkerchief” moment), this episode is packed with actionable takeaways, humor, and behavioral science gold. If you've ever wondered why customers make instant decisions about your brand—and how to make sure those decisions work in your favor—this is an episode you don't want to miss. Best Quote from the Episode: "People decide if they like you before you even open your mouth. Customers do the same thing with your business. And once that first impression is locked in? Good luck changing it." – Colin Shaw Key Takeaways: ✅ Customers form opinions in seconds. Studies show that people can judge competence, trustworthiness, and likability in as little as 10 seconds—or less! ✅ Your rational brain is slower than your gut. Neuroscience suggests that we make decisions before we consciously think about them—then we just make up a story to justify the decision we already made. ✅ Bad first impressions are a business killer. If your website looks outdated, your store is messy, or your customer service rep is unfriendly—customers won't stick around to give you a second chance. ✅ The Halo Effect can work for you (or against you). One good first impression can positively color how customers see your entire brand. But a bad one? That impression sticks. ✅ First impressions happen multiple times. The moment a customer sees your ad, lands on your website, calls your contact center, or walks into your store—each moment is a new first impression. Make them count. ✅ Be careful what YOU look for. Your own biases affect how you judge customers, employees, and even your team. If you assume someone is a "bad fit," you'll find reasons to confirm it—even if it's not true.

In today's episode Sara and Des sit down to chat about Sara's recent funny weekend moment, and share their favorite quotes from books they love so you will read them! Keep up with the podcast on insta

It's time to welcome back author and leadership expert, Brian Dodd, to Linch with a Leader. In this episode, Mike Linch and Brian Dodd delve into the multifaceted nature of leadership, exploring themes such as trust, collaboration, personal growth, and the characteristics of elite leaders. They discuss the importance of self-awareness, the law of the second question, and the role of joy in leadership. Brian shares insights from his new book, emphasizing the need for leaders to invest in others and the significance of continual improvement. The conversation highlights the journey from experience to elite leadership and the importance of being coachable.Mike's Biggest Takeaways: Every leader plays the games the same way.The greatest return a leader has is investing in others.Everything rises and falls on leadership.The law of the second question is where the genius is.The solution to your problem is a person.When excellence meets continual improvement, that's elite.You cannot effectively steward authority if you rebel against authority.The ability to self-correct is what separates elite from everyone else.I want this book to multiply leadership.You always want to be in rooms where you're not the smartest person.Brian's Best Quotes:"Everything rises and falls on leadership.""The solution to your problem is a person.""I want this book to multiply leadership."Welcome to the Linch with a Leader Podcast, where you're invited to join the spiritual principles behind big success, with host Mike Linch.Subscribe to the channel so you never miss an episode: Watch: @linchwithaleader Prefer just listening? SUBSCRIBE to the podcast here:Spotify: https://open.spotify.com/show/0dJfeLbikJlKlBqAx6mDYW?si=6ffed84956cb4848Apple: https://podcasts.apple.com/us/podcast/linch-with-a-leader/id1279929826Find show notes and more information at: www.mikelinch.comFollow for EVERYDAY leadership content and interaction:Follow on X: https://x.com/mikelinch?s=20Follow on Instagram: https://www.instagram.com/mikelinch?utm_source=ig_web_button_share_sheet&igsh=ZDNlZDc0MzIxNw==https://www.instagram.com/mikelinch/?...JOIN Mike for a Sunday at NorthStar Church:www.northstarchurch.org Watch: @nsckennesaw Follow Brian Dodd:X: https://x.com/BrianKDoddBrian Dodd on Leadership: https://briandoddonleadership.com/Read 'The Games Leaders Play':https://www.amazon.com/Games-Leaders-Play-Difference-Athletics/dp/B0DLQN9Z9W/ref=zg_bsnr_g_266218_d_sccl_45/stores/page/C7845D61-EF1D-4483-9C48-068E94B075EB/&ref=sbm_ilm_bs/?_encoding=UTF8&pd_rd_w=l7g5F&content-id=amzn1.sym.af39b8e0-2e96-47e8-98c9-3ba9ca524221&pf_rd_p=af39b8e0-2e96-47e8-98c9-3ba9ca524221&pf_rd_r=NQ9NK1WC67A413S297NE&pd_rd_wg=VNPyz&pd_rd_r=b7e4e2d2-09b9-411b-9619-a9b97c06bb24#leadershipdevelopment #leadershipinsights #leadershipchallenges