Podcasts about beyond philosophy llc

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?).

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?).

Eight years, 750,000 downloads, and 400 episodes later, The Intuitive Customer is celebrating this major milestone! In this episode, Colin Shaw and Professor Ryan Hamilton reflect on what has changed in customer experience over the years and share their biggest learnings.

Eight years, 750,000 downloads, and 400 episodes later, The Intuitive Customer is celebrating this major milestone! In this episode, Colin Shaw and Professor Ryan Hamilton reflect on what has changed in customer experience over the years and share their biggest learnings.

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.

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.

Trust: it's the glue that holds relationships together—both personal and professional. Yet, so many businesses get it wrong. In this special milestone episode (yes, 400 episodes!), Colin Shaw and Professor Ryan Hamilton break down why trust is the foundation of every great customer experience and, more importantly, how you can earn it, keep it, and leverage it to drive growth. From sneaky fees that erode confidence to honesty that wins lifelong loyalty, we're covering ten essential actions that will guarantee your customers trust you—and keep coming back. Plus, we share some eye-opening research on why people sometimes lie more when they actually like you (yes, really). If you're serious about customer experience, this is an episode you can't afford to miss.

Trust: it's the glue that holds relationships together—both personal and professional. Yet, so many businesses get it wrong. In this special milestone episode (yes, 400 episodes!), Colin Shaw and Professor Ryan Hamilton break down why trust is the foundation of every great customer experience and, more importantly, how you can earn it, keep it, and leverage it to drive growth. From sneaky fees that erode confidence to honesty that wins lifelong loyalty, we're covering ten essential actions that will guarantee your customers trust you—and keep coming back. Plus, we share some eye-opening research on why people sometimes lie more when they actually like you (yes, really). If you're serious about customer experience, this is an episode you can't afford to miss.

Are we thinking less in the age of information overload? In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton discuss the hidden dangers of short-term thinking in customer experience. Businesses are obsessed with quick fixes, but is this addiction to fast results actually damaging long-term success? Join us as we explore why short-form content gives the illusion of learning, why deep understanding requires more than a 30-second soundbite, and how behavioral science can transform your customer experience for the long haul. From the pitfalls of Net Promoter Score (NPS) to the psychological magic of the Peak-End Rule, this episode is packed with insights that will change how you approach CX. Plus, hear why Colin thinks AI could be the modern-day version of Google Maps—and why that's not necessarily a good thing! Quote of the Episode “Shortcuts create a false sense of progress. Just because something looks easy doesn't mean it actually works.” Key Takeaways:

Are we thinking less in the age of information overload? In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton discuss the hidden dangers of short-term thinking in customer experience. Businesses are obsessed with quick fixes, but is this addiction to fast results actually damaging long-term success? Join us as we explore why short-form content gives the illusion of learning, why deep understanding requires more than a 30-second soundbite, and how behavioral science can transform your customer experience for the long haul. From the pitfalls of Net Promoter Score (NPS) to the psychological magic of the Peak-End Rule, this episode is packed with insights that will change how you approach CX. Plus, hear why Colin thinks AI could be the modern-day version of Google Maps—and why that's not necessarily a good thing! Quote of the Episode “Shortcuts create a false sense of progress. Just because something looks easy doesn't mean it actually works.” Key Takeaways:

Discounting—it feels like a surefire way to attract customers, right? Everyone loves a good bargain. But what happens when discounts stop being a tool and start becoming an expectation? In this episode, Colin Shaw and Professor Ryan Hamilton dive into the dangerous addiction of price discounting—how it lures in customers, why businesses struggle to stop, and the long-term damage it can do to your brand and bottom line. You'll hear painful stories of businesses that have trained their customers never to pay full price, the psychology behind why discounts are so irresistible, and why, if you're not careful, your company could end up hooked on discounting like a bad habit. This episode is packed with insights, humor, and practical advice you won't want to miss! Best Quote from the Episode: "We knew we had a problem when one of the executives said, ‘This is like heroin—we can't stop!'" Key Takeaways: ✅ Discounting Works—But Be Careful! Customers love a good deal, and discounts create instant excitement. But if you do it too often, you're not just offering savings—you're training customers to expect them. ✅ Reference Points Matter A “Was $7, Now $5” deal feels like a win, even if $5 was always a fair price. Discounts give customers an anchor price, making them feel like they're getting a bargain—even if they're not. ✅ Big Numbers Win People respond more to “SAVE 30%” than “SAVE $2.” The bigger the number, the better the deal seems. ✅ The Thrill of the Hunt Shoppers love feeling like they “won” at shopping.  ✅ The Danger of Training Customers If customers know you'll discount every two weeks, they'll never pay full price again. Some companies become trapped in perpetual discounting cycles, losing profit just to keep customers coming back. ✅ Compete on Value, Not Just Price Apple doesn't run 50% off iPhone sales every Black Friday. Their customers pay full price because they believe in the value. If your business relies on discounts, ask yourself: Would customers still buy from us if we didn't offer them? ✅ Are You a Discount Addict? If discounts are your main strategy, it's time to rethink. Are you making real money, or just moving stock? If the answer makes you nervous, it's time for a change. Why You Should Listen: This episode is a must-listen for business leaders, marketers, and CX professionals who want to break free from the discount trap and build a pricing strategy that doesn't just attract customers—but actually makes money. 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

Discounting—it feels like a surefire way to attract customers, right? Everyone loves a good bargain. But what happens when discounts stop being a tool and start becoming an expectation? In this episode, Colin Shaw and Professor Ryan Hamilton dive into the dangerous addiction of price discounting—how it lures in customers, why businesses struggle to stop, and the long-term damage it can do to your brand and bottom line. You'll hear painful stories of businesses that have trained their customers never to pay full price, the psychology behind why discounts are so irresistible, and why, if you're not careful, your company could end up hooked on discounting like a bad habit. This episode is packed with insights, humor, and practical advice you won't want to miss! Best Quote from the Episode: "We knew we had a problem when one of the executives said, ‘This is like heroin—we can't stop!'" Key Takeaways: ✅ Discounting Works—But Be Careful! Customers love a good deal, and discounts create instant excitement. But if you do it too often, you're not just offering savings—you're training customers to expect them. ✅ Reference Points Matter A “Was $7, Now $5” deal feels like a win, even if $5 was always a fair price. Discounts give customers an anchor price, making them feel like they're getting a bargain—even if they're not. ✅ Big Numbers Win People respond more to “SAVE 30%” than “SAVE $2.” The bigger the number, the better the deal seems. ✅ The Thrill of the Hunt Shoppers love feeling like they “won” at shopping.  ✅ The Danger of Training Customers If customers know you'll discount every two weeks, they'll never pay full price again. Some companies become trapped in perpetual discounting cycles, losing profit just to keep customers coming back. ✅ Compete on Value, Not Just Price Apple doesn't run 50% off iPhone sales every Black Friday. Their customers pay full price because they believe in the value. If your business relies on discounts, ask yourself: Would customers still buy from us if we didn't offer them? ✅ Are You a Discount Addict? If discounts are your main strategy, it's time to rethink. Are you making real money, or just moving stock? If the answer makes you nervous, it's time for a change. Why You Should Listen: This episode is a must-listen for business leaders, marketers, and CX professionals who want to break free from the discount trap and build a pricing strategy that doesn't just attract customers—but actually makes money. 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

Pricing. It's one of the most critical decisions your business will ever make, yet most people approach it like a finger-in-the-air guessing game. But what if you could tap into psychological principles to not just set prices, but make your customers feel they're getting a great deal? That's what this episode of The Intuitive Customer is all about. Join Colin Shaw and Professor Ryan Hamilton as they break down the fascinating—and sometimes hilarious—world of psychological pricing. From late-night infomercials and $400 bath towels to popcorn buckets and outrageous anchoring techniques, we explore why pricing is more than numbers on a tag—it's a story you tell your customers. Along the way, Ryan reveals the secrets behind charm pricing, scarcity cues, and the “decoy effect,” while Colin shares how early mistakes taught him the importance of understanding customer perception. (Spoiler alert: guesswork is not a strategy.) If you want to understand the psychology behind pricing—and how to use it to improve your bottom line—you'll love this episode. But be warned: you might never look at a price tag the same way again. Best Quote from the Episode: "The price isn't just a number; it's a conversation you're having with your customer. And if you're not telling the right story, someone else will." — Professor Ryan Hamilton Key Takeaways (But You'll Have to Tune In for the Full Insights!): Anchoring: The "Big Daddy" of Pricing Why giving customers a frame of reference can make your prices seem more attractive. Charm Pricing Still Works (But It's Changing) $0.99 vs. $1.00—what's really happening in the customer's mind? The Decoy Effect: Guide Them to the Right Choice How medium popcorns make large popcorns irresistible. Scarcity and Social Proof: The FOMO Effect The subtle art of using “only 2 left!” without annoying your customers. Price Elasticity: Know Who You're Selling To Some customers care deeply about price changes—others don't. Do you know the difference? Signpost Items: First Impressions Matter Why your pricing on milk, batteries, or even AA batteries can shape brand perception. Price Fairness: Handle with Care Overcharging can ruin trust, even if it makes short-term financial sense. Why You Should Listen: Whether you're pricing consulting services, running a retail store, or managing a SaaS product, this episode is packed with actionable insights that will make you rethink how you price—and how your customers perceive your value. Plus, it's full of funny stories, practical advice, and a healthy dose of British-American banter. Don't just set prices. Shape perceptions.  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  

Pricing. It's one of the most critical decisions your business will ever make, yet most people approach it like a finger-in-the-air guessing game. But what if you could tap into psychological principles to not just set prices, but make your customers feel they're getting a great deal? That's what this episode of The Intuitive Customer is all about. Join Colin Shaw and Professor Ryan Hamilton as they break down the fascinating—and sometimes hilarious—world of psychological pricing. From late-night infomercials and $400 bath towels to popcorn buckets and outrageous anchoring techniques, we explore why pricing is more than numbers on a tag—it's a story you tell your customers. Along the way, Ryan reveals the secrets behind charm pricing, scarcity cues, and the “decoy effect,” while Colin shares how early mistakes taught him the importance of understanding customer perception. (Spoiler alert: guesswork is not a strategy.) If you want to understand the psychology behind pricing—and how to use it to improve your bottom line—you'll love this episode. But be warned: you might never look at a price tag the same way again. Best Quote from the Episode: "The price isn't just a number; it's a conversation you're having with your customer. And if you're not telling the right story, someone else will." — Professor Ryan Hamilton Key Takeaways (But You'll Have to Tune In for the Full Insights!): Anchoring: The "Big Daddy" of Pricing Why giving customers a frame of reference can make your prices seem more attractive. Charm Pricing Still Works (But It's Changing) $0.99 vs. $1.00—what's really happening in the customer's mind? The Decoy Effect: Guide Them to the Right Choice How medium popcorns make large popcorns irresistible. Scarcity and Social Proof: The FOMO Effect The subtle art of using “only 2 left!” without annoying your customers. Price Elasticity: Know Who You're Selling To Some customers care deeply about price changes—others don't. Do you know the difference? Signpost Items: First Impressions Matter Why your pricing on milk, batteries, or even AA batteries can shape brand perception. Price Fairness: Handle with Care Overcharging can ruin trust, even if it makes short-term financial sense. Why You Should Listen: Whether you're pricing consulting services, running a retail store, or managing a SaaS product, this episode is packed with actionable insights that will make you rethink how you price—and how your customers perceive your value. Plus, it's full of funny stories, practical advice, and a healthy dose of British-American banter. Don't just set prices. Shape perceptions.  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  

Episode Summary: Are you evoking the right emotions in your customers, or are you unknowingly driving them away? In this episode, Colin Shaw and Professor Ryan Hamilton dive deep into the fascinating (and often overlooked) world of customer emotions. Emotions are at the heart of every customer experience—from frustration and neglect to trust and happiness, and they're driving your bottom line. Colin shares a story about his wife Lorraine's coat-return drama and unpacks the emotional disaster it caused (hint: she's not buying from that brand again). Meanwhile, Ryan explains why emotions are “squishy,” why there's no universal list of emotions, and how organizations can still harness this powerful driver to build loyalty, advocacy, and revenue. You'll learn why emotions are always in play, how to identify the ones that drive value, and how to stop evoking the ones that destroy it. Colin and Ryan share practical tips, real-life examples, and the secret to aligning your team around the emotions that matter most. This episode is a must-listen for anyone serious about improving their customer experience—and their bottom line. Best Quote from the Episode: "If I went to the CEO of a company and said, ‘Here's the emotion your customers are feeling: frustration,' do you think they'd say, ‘Yes, that's exactly what we were going for'? Of course not! But if you're not managing emotions, you're leaving them to chance—and that's costing you loyalty and revenue." — Colin Shaw. Key Takeaways: Emotions Drive Customer Loyalty and Spending Emotions aren't just fluffy extras—they're the bedrock of customer decision-making. Positive emotions like trust, care, and value build loyalty, while negative ones like frustration and neglect destroy it. Most Companies Don't Know What Emotions They're Evoking If you ask your leadership team what emotions they're trying to evoke, you'll likely get different answers—or blank stares. That lack of alignment is a significant problem. Triggers Are Key to Managing Emotions Emotions don't happen by accident. They're triggered by specific actions, processes, or interactions. Identify the triggers in your customer journey and intentionally design them to evoke positive emotions. Practical Exercise: Emotion Safaris Take your team on a safari to experience your customer journey—or a competitor's—firsthand. Then debrief: What emotions did they feel? What triggered them? Were those the right emotions? The ROI of Emotions Customers who feel trust and care spend more and are more loyal. Customers who feel neglected cost you money. Managing emotions isn't just good for customers; it's good for your bottom line. Why You Should Listen: This episode isn't just about theory—it's about practical steps you can take to evoke the right emotions in your customers and improve your business results. Colin and Ryan's insights are backed by decades of research, real-world experience, and a healthy dose of humor. If you're ready to stop leaving customer emotions to chance and start managing them with intention, this episode is for you.   Resources Mentioned Emotional Research: https://beyondphilosophy.com/consulting/emotional-signature/ The DNA of Customer Experience: How emotions drive value book: https://beyondphilosophy.com/books/ 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

Episode Summary: Are you evoking the right emotions in your customers, or are you unknowingly driving them away? In this episode, Colin Shaw and Professor Ryan Hamilton dive deep into the fascinating (and often overlooked) world of customer emotions. Emotions are at the heart of every customer experience—from frustration and neglect to trust and happiness, and they're driving your bottom line. Colin shares a story about his wife Lorraine's coat-return drama and unpacks the emotional disaster it caused (hint: she's not buying from that brand again). Meanwhile, Ryan explains why emotions are “squishy,” why there's no universal list of emotions, and how organizations can still harness this powerful driver to build loyalty, advocacy, and revenue. You'll learn why emotions are always in play, how to identify the ones that drive value, and how to stop evoking the ones that destroy it. Colin and Ryan share practical tips, real-life examples, and the secret to aligning your team around the emotions that matter most. This episode is a must-listen for anyone serious about improving their customer experience—and their bottom line. Best Quote from the Episode: "If I went to the CEO of a company and said, ‘Here's the emotion your customers are feeling: frustration,' do you think they'd say, ‘Yes, that's exactly what we were going for'? Of course not! But if you're not managing emotions, you're leaving them to chance—and that's costing you loyalty and revenue." — Colin Shaw. Key Takeaways: Emotions Drive Customer Loyalty and Spending Emotions aren't just fluffy extras—they're the bedrock of customer decision-making. Positive emotions like trust, care, and value build loyalty, while negative ones like frustration and neglect destroy it. Most Companies Don't Know What Emotions They're Evoking If you ask your leadership team what emotions they're trying to evoke, you'll likely get different answers—or blank stares. That lack of alignment is a significant problem. Triggers Are Key to Managing Emotions Emotions don't happen by accident. They're triggered by specific actions, processes, or interactions. Identify the triggers in your customer journey and intentionally design them to evoke positive emotions. Practical Exercise: Emotion Safaris Take your team on a safari to experience your customer journey—or a competitor's—firsthand. Then debrief: What emotions did they feel? What triggered them? Were those the right emotions? The ROI of Emotions Customers who feel trust and care spend more and are more loyal. Customers who feel neglected cost you money. Managing emotions isn't just good for customers; it's good for your bottom line. Why You Should Listen: This episode isn't just about theory—it's about practical steps you can take to evoke the right emotions in your customers and improve your business results. Colin and Ryan's insights are backed by decades of research, real-world experience, and a healthy dose of humor. If you're ready to stop leaving customer emotions to chance and start managing them with intention, this episode is for you.   Resources Mentioned Emotional Research: https://beyondphilosophy.com/consulting/emotional-signature/ The DNA of Customer Experience: How emotions drive value book: https://beyondphilosophy.com/books/ 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

Episode Summary: How can you create an environment where your team feels safe to speak their minds without fear of judgment or reprisal? In this episode, Colin Shaw and Professor Ryan Hamilton are joined by Gary Keogh, an expert in psychological safety and a former corporate leader turned coach. Together, they dive into why fostering openness in teams is more than just a buzzword—it's the secret sauce for innovation, collaboration, and performance. Gary shares eye-opening stories, practical examples, and proven methods to build trust within teams. Learn how even small behaviors like showing vulnerability, demonstrating curiosity, and expressing appreciation can unlock untapped potential in your organization. If you're a leader looking to bring out the best in your team—or just curious about why “none of us are as clever as all of us”—this episode is packed with actionable insights you can't afford to miss. Quote of the Episode The moment you create a space where everyone feels safe to contribute, that's when the magic happens.” — Gary Keogh Key Takeaways: Learn what it really means to create a workplace where people feel safe and eager to speak openly.  It's not about coddling your team or avoiding accountability. Discover how leadership ego, self-censorship, and rigid cultural norms stifle collaboration—and what you can do about it. Three practical ways to foster psychological safety: show vulnerability, practice curiosity, and express appreciation. The Jeff Bezos Approach: Find out why Amazon's founder speaks last in meetings and seeks out junior team members' perspectives first  Resources Mentioned Contact Gary Keogh:  http://linkedin.com/in/gkeogh  Website: https://gkexeccoaching.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

Episode Summary: How can you create an environment where your team feels safe to speak their minds without fear of judgment or reprisal? In this episode, Colin Shaw and Professor Ryan Hamilton are joined by Gary Keogh, an expert in psychological safety and a former corporate leader turned coach. Together, they dive into why fostering openness in teams is more than just a buzzword—it's the secret sauce for innovation, collaboration, and performance. Gary shares eye-opening stories, practical examples, and proven methods to build trust within teams. Learn how even small behaviors like showing vulnerability, demonstrating curiosity, and expressing appreciation can unlock untapped potential in your organization. If you're a leader looking to bring out the best in your team—or just curious about why “none of us are as clever as all of us”—this episode is packed with actionable insights you can't afford to miss. Quote of the Episode The moment you create a space where everyone feels safe to contribute, that's when the magic happens.” — Gary Keogh Key Takeaways: Learn what it really means to create a workplace where people feel safe and eager to speak openly.  It's not about coddling your team or avoiding accountability. Discover how leadership ego, self-censorship, and rigid cultural norms stifle collaboration—and what you can do about it. Three practical ways to foster psychological safety: show vulnerability, practice curiosity, and express appreciation. The Jeff Bezos Approach: Find out why Amazon's founder speaks last in meetings and seeks out junior team members' perspectives first  Resources Mentioned Contact Gary Keogh:  http://linkedin.com/in/gkeogh  Website: https://gkexeccoaching.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

Episode Summary How do you set yourself apart in an ever-evolving professional landscape? In this episode of The Intuitive Customer, Colin Shaw and Ryan Hamilton dive deep into the career lessons they've learned over decades of navigating the twists and turns of professional life. This isn't just another list of career tips—it's a roadmap for thriving in 2025 and beyond. From mastering long-term planning to embracing the disruptive power of technology, Colin and Ryan unpack the strategies that make all the difference in building a fulfilling, forward-looking career. Plus, they share personal anecdotes (and a few laughs) about lessons learned the hard way. Whether you're just starting out, mid-career, or considering your next big move, this episode is packed with advice you won't want to miss. The Best Quote from the Episode "If it's going to be, it's up to me. Don't wait for someone else to drive your career—successful people create their own opportunities." – Colin Shaw Key Takeaways We're only scratching the surface here—you'll need to listen to the full episode for the stories and deeper insights behind these points! Think Long-Term: The best careers are built with vision and intentionality. Treat every role as a stepping stone to something greater. Leverage Technology: Generative AI and other innovations are reshaping the workforce. Learn to harness these changes instead of fearing them. Understand Your Strengths: Self-awareness is key—focus on what you're naturally great at, and let that guide your career decisions. Build a Reputation That Lasts: Your reputation is your greatest currency. What do you want to be known for? Deliver, Deliver, Deliver: At the end of the day, results speak louder than words. Always follow through and exceed expectations. Why You Need to Tune In Sure, you could take the lessons at face value, but what makes this episode unmissable are the stories behind the advice. From Colin's father's game-changing advice about “learning your boss's job” to Ryan's humorous but insightful realization about his dislike for managing people, these are the kinds of lessons you'll want to hear straight from the source. Plus, Colin and Ryan's banter, humor, and candid reflections make this episode not just valuable, but downright enjoyable. You might even come away with a new mantra for your career—and a laugh or two!

Episode Summary How do you set yourself apart in an ever-evolving professional landscape? In this episode of The Intuitive Customer, Colin Shaw and Ryan Hamilton dive deep into the career lessons they've learned over decades of navigating the twists and turns of professional life. This isn't just another list of career tips—it's a roadmap for thriving in 2025 and beyond. From mastering long-term planning to embracing the disruptive power of technology, Colin and Ryan unpack the strategies that make all the difference in building a fulfilling, forward-looking career. Plus, they share personal anecdotes (and a few laughs) about lessons learned the hard way. Whether you're just starting out, mid-career, or considering your next big move, this episode is packed with advice you won't want to miss. The Best Quote from the Episode "If it's going to be, it's up to me. Don't wait for someone else to drive your career—successful people create their own opportunities." – Colin Shaw Key Takeaways We're only scratching the surface here—you'll need to listen to the full episode for the stories and deeper insights behind these points! Think Long-Term: The best careers are built with vision and intentionality. Treat every role as a stepping stone to something greater. Leverage Technology: Generative AI and other innovations are reshaping the workforce. Learn to harness these changes instead of fearing them. Understand Your Strengths: Self-awareness is key—focus on what you're naturally great at, and let that guide your career decisions. Build a Reputation That Lasts: Your reputation is your greatest currency. What do you want to be known for? Deliver, Deliver, Deliver: At the end of the day, results speak louder than words. Always follow through and exceed expectations. Why You Need to Tune In Sure, you could take the lessons at face value, but what makes this episode unmissable are the stories behind the advice. From Colin's father's game-changing advice about “learning your boss's job” to Ryan's humorous but insightful realization about his dislike for managing people, these are the kinds of lessons you'll want to hear straight from the source. Plus, Colin and Ryan's banter, humor, and candid reflections make this episode not just valuable, but downright enjoyable. You might even come away with a new mantra for your career—and a laugh or two!

Episode Summary In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton delve into the fascinating world of customer habits. Colin shares his recent experiences shopping at Publix, Aldi, and Whole Foods, uncovering how deeply ingrained habits shape our decisions as customers. The discussion explores the psychology behind habit formation, the challenges businesses face when trying to change customer routines, and the critical role of segmentation in addressing diverse customer needs. From grocery stores to TSA lines and even Apple's onboarding strategy, this episode highlights actionable insights for businesses looking to influence customer behavior effectively. Quote of the Episode "Habits aren't unbreakable chains; they're shortcuts our brains take to save effort. If businesses want customers to change, they need to guide them gently and reward the new behavior."  Key Takeaways The Habit Loop Habits consist of three components: cue, routine, and reward. Businesses need to understand these elements to create or change customer habits effectively. Transition Requires Support Customers resist change when new experiences are disorienting or unclear. Offering onboarding tools, clear signage, or guidance (like Apple's tutorials or TSA's segmented lines) can ease the transition. Segment Rewards Customers value different rewards. Some prioritize savings, while others value time or convenience. Understanding and tailoring offerings to these preferences can make all the difference. Habits vs. Exploration While habits streamline decision-making, they can inhibit discovery. Striking a balance—like Amazon's recommendation engine—allows businesses to support habitual purchases while encouraging new ones. The Power of Familiarity Familiarity offers comfort and efficiency, making it a strong motivator for customers. Businesses need to weigh the risks of disrupting established habits against the potential benefits of change. 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 If you enjoyed this episode, don't forget to leave us a review and share it with your network. For more insights and resources, visit Beyond Philosophy and subscribe to never miss an episode of The Intuitive Customer!

Episode Summary In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton delve into the fascinating world of customer habits. Colin shares his recent experiences shopping at Publix, Aldi, and Whole Foods, uncovering how deeply ingrained habits shape our decisions as customers. The discussion explores the psychology behind habit formation, the challenges businesses face when trying to change customer routines, and the critical role of segmentation in addressing diverse customer needs. From grocery stores to TSA lines and even Apple's onboarding strategy, this episode highlights actionable insights for businesses looking to influence customer behavior effectively. Quote of the Episode "Habits aren't unbreakable chains; they're shortcuts our brains take to save effort. If businesses want customers to change, they need to guide them gently and reward the new behavior."  Key Takeaways The Habit Loop Habits consist of three components: cue, routine, and reward. Businesses need to understand these elements to create or change customer habits effectively. Transition Requires Support Customers resist change when new experiences are disorienting or unclear. Offering onboarding tools, clear signage, or guidance (like Apple's tutorials or TSA's segmented lines) can ease the transition. Segment Rewards Customers value different rewards. Some prioritize savings, while others value time or convenience. Understanding and tailoring offerings to these preferences can make all the difference. Habits vs. Exploration While habits streamline decision-making, they can inhibit discovery. Striking a balance—like Amazon's recommendation engine—allows businesses to support habitual purchases while encouraging new ones. The Power of Familiarity Familiarity offers comfort and efficiency, making it a strong motivator for customers. Businesses need to weigh the risks of disrupting established habits against the potential benefits of change. 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 If you enjoyed this episode, don't forget to leave us a review and share it with your network. For more insights and resources, visit Beyond Philosophy and subscribe to never miss an episode of The Intuitive Customer!

Episode Summary In this episode of The Intuitive Customer, Colin Shaw and Ryan Hamilton dive into the predictions shaping 2025 and their implications for customer experience. From economic uncertainty and its emotional impacts to the rise of AI in search behavior, they explore how these trends will influence customer decisions and business strategies. The conversation also delves into the unintended consequences of tariffs, the challenges of AI implementation, and the importance of maintaining a customer-centric culture amidst technological advancements. Quote of the Episode “Perception is reality, especially in customer experience. Customers' feelings about the broader world—not just your product—shape their choices.” Key Takeaways Economic Uncertainty Is Emotional: Confidence, a powerful emotion, drives customer behavior. Economic stability is less about the numbers and more about what customers feel about the economy.n Tariffs and Customer Choices: Tariffs create unintended consequences for customer experience, from higher costs to reduced competition and choice. Policies that seem disconnected from customers often have profound impacts.n The Shift in Search Behavior: AI tools like ChatGPT are reshaping how customers find answers, creating new challenges and opportunities for businesses to differentiate themselves in an AI-driven landscape.n AI Projects Must Prove Value: Without clear goals and success metrics, AI initiatives risk failure. Businesses must align AI with tangible improvements in customer experience.n Customer-Centricity Trumps Technology: A customer-first culture remains essential. Advanced technologies, including AI, will only deliver value when built on a foundation of empathy and understanding. Links Mentioned in the Episode Forbes article by Adrian Swincoe: https://www.forbes.com/sites/adrianswinscoe/2024/12/17/15-customer-experience-predictions-for-2025/  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  

Episode Summary In this episode of The Intuitive Customer, Colin Shaw and Ryan Hamilton dive into the predictions shaping 2025 and their implications for customer experience. From economic uncertainty and its emotional impacts to the rise of AI in search behavior, they explore how these trends will influence customer decisions and business strategies. The conversation also delves into the unintended consequences of tariffs, the challenges of AI implementation, and the importance of maintaining a customer-centric culture amidst technological advancements. Quote of the Episode “Perception is reality, especially in customer experience. Customers' feelings about the broader world—not just your product—shape their choices.” Key Takeaways Economic Uncertainty Is Emotional: Confidence, a powerful emotion, drives customer behavior. Economic stability is less about the numbers and more about what customers feel about the economy.n Tariffs and Customer Choices: Tariffs create unintended consequences for customer experience, from higher costs to reduced competition and choice. Policies that seem disconnected from customers often have profound impacts.n The Shift in Search Behavior: AI tools like ChatGPT are reshaping how customers find answers, creating new challenges and opportunities for businesses to differentiate themselves in an AI-driven landscape.n AI Projects Must Prove Value: Without clear goals and success metrics, AI initiatives risk failure. Businesses must align AI with tangible improvements in customer experience.n Customer-Centricity Trumps Technology: A customer-first culture remains essential. Advanced technologies, including AI, will only deliver value when built on a foundation of empathy and understanding. Links Mentioned in the Episode Forbes article by Adrian Swincoe: https://www.forbes.com/sites/adrianswinscoe/2024/12/17/15-customer-experience-predictions-for-2025/  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  

  Quote of the Episode "If something feels off, it probably is. Trust your instincts and push for clarity—because informed customers are empowered customers." Episode Summary In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton discuss the all-too-common experience of feeling ripped off. Drawing on Colin's personal experiences with home repairs and unexpected costs, they delve into the anatomy of being taken advantage of as a customer. Together, they explore the power dynamics, manipulative tactics, and psychological cues that underpin these interactions. From high-pressure situations to unnecessary upsells, the hosts provide insights into recognizing when you're being overcharged and how to protect yourself. Along the way, they share actionable tips for consumers and lessons businesses can learn to build trust and transparency with their customers. Key Takeaways Red Flags of Being Ripped Off: Urgency and High Demand: When time is short, and demand is high, you're more likely to encounter inflated prices. Irrelevant Questions: Excessive or unrelated inquiries can signal attempts to upsell or gauge your lack of expertise. Upselling Early: If a provider pushes additional services before addressing your core issue, proceed cautiously. Manipulative Sales Tactics: Techniques like “calling the manager” or creating false scarcity are designed to wear you down. Unease: Trust your gut—if something feels off, it probably is. Power Dynamics and Information Gaps: Service providers often have the upper hand in terms of expertise and resources, which can lead to exploitation. Customers should ask detailed questions, break down costs, and research to close the information gap. Lessons for Businesses: Transparency and honesty foster long-term trust and customer loyalty. While exploiting urgency or knowledge gaps may yield short-term gains, it damages reputation and drives customers away. Practical Tips for Consumers: Avoid rushed decisions and gather multiple quotes when possible. Demand clarity on costs and don't hesitate to negotiate. Recognize manipulative tactics and assert your rights as a customer. 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

  Quote of the Episode "If something feels off, it probably is. Trust your instincts and push for clarity—because informed customers are empowered customers." Episode Summary In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton discuss the all-too-common experience of feeling ripped off. Drawing on Colin's personal experiences with home repairs and unexpected costs, they delve into the anatomy of being taken advantage of as a customer. Together, they explore the power dynamics, manipulative tactics, and psychological cues that underpin these interactions. From high-pressure situations to unnecessary upsells, the hosts provide insights into recognizing when you're being overcharged and how to protect yourself. Along the way, they share actionable tips for consumers and lessons businesses can learn to build trust and transparency with their customers. Key Takeaways Red Flags of Being Ripped Off: Urgency and High Demand: When time is short, and demand is high, you're more likely to encounter inflated prices. Irrelevant Questions: Excessive or unrelated inquiries can signal attempts to upsell or gauge your lack of expertise. Upselling Early: If a provider pushes additional services before addressing your core issue, proceed cautiously. Manipulative Sales Tactics: Techniques like “calling the manager” or creating false scarcity are designed to wear you down. Unease: Trust your gut—if something feels off, it probably is. Power Dynamics and Information Gaps: Service providers often have the upper hand in terms of expertise and resources, which can lead to exploitation. Customers should ask detailed questions, break down costs, and research to close the information gap. Lessons for Businesses: Transparency and honesty foster long-term trust and customer loyalty. While exploiting urgency or knowledge gaps may yield short-term gains, it damages reputation and drives customers away. Practical Tips for Consumers: Avoid rushed decisions and gather multiple quotes when possible. Demand clarity on costs and don't hesitate to negotiate. Recognize manipulative tactics and assert your rights as a customer. 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

Episode Summary: In this special end-of-year episode, Colin Shaw and Professor Ryan Hamilton reflect on 2024, sharing personal and professional lessons learned throughout the year. The conversation dives into themes of resilience in both life and customer experience, the vital role of community, the need for balance, and the hype surrounding AI.  Key Takeaways: Resilience Matters: Colin discusses how personal resilience during a home crisis parallels the resilience required in customer experience. He explains how understanding customers' emotional journeys (e.g., the grief cycle) can improve support and satisfaction. Community is Key: Both hosts underscore how community support during tough times can be mirrored in the business world, where fostering a sense of community can strengthen customer loyalty. Communication & Transparency: Ryan shares insights on the role of clear communication in managing customer expectations and protecting processes. It's not just about better ideas; it's also about maintaining trust. Balanced Approach: Colin and Ryan advocate for a balanced customer experience strategy that combines quantitative measures with a focus on emotional and behavioral insights, and a mix of human interaction with technology. AI and the Hype Trap: Colin warns against getting swept up in the AI hype. While AI holds great promise, organizations should prioritize strategic, integrated implementations over rushing to adopt the latest tools 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.  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  

Episode Summary: In this special end-of-year episode, Colin Shaw and Professor Ryan Hamilton reflect on 2024, sharing personal and professional lessons learned throughout the year. The conversation dives into themes of resilience in both life and customer experience, the vital role of community, the need for balance, and the hype surrounding AI.  Key Takeaways: Resilience Matters: Colin discusses how personal resilience during a home crisis parallels the resilience required in customer experience. He explains how understanding customers' emotional journeys (e.g., the grief cycle) can improve support and satisfaction. Community is Key: Both hosts underscore how community support during tough times can be mirrored in the business world, where fostering a sense of community can strengthen customer loyalty. Communication & Transparency: Ryan shares insights on the role of clear communication in managing customer expectations and protecting processes. It's not just about better ideas; it's also about maintaining trust. Balanced Approach: Colin and Ryan advocate for a balanced customer experience strategy that combines quantitative measures with a focus on emotional and behavioral insights, and a mix of human interaction with technology. AI and the Hype Trap: Colin warns against getting swept up in the AI hype. While AI holds great promise, organizations should prioritize strategic, integrated implementations over rushing to adopt the latest tools 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.  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  

It's a new year so we decided we needed an update.  A few years ago, we gave you some rules for gaining growth. But times have changed, and so the rules need to change, too. Therefore, we took another pass at the questions that can help your organization gain growth in 2023.  In some ways, these are more like provocations than questions. However, we aren't picking a fight. We are, however, trying to be provocative. In fact, we usually ask them because we know that people can't answer them. We want them to realize that they don't know these answers and get them thinking about it so we can help them move forward.  The first two questions you are probably familiar with already. They set the stage for what we are trying to uncover. Then, we move into specifics about what customers want from your experience. Next come the future questions that explore areas about where you should be trying to go and the tools you can use to get there. Finally, we get into a question about my absolute favorite part of experiences, memory.  In this episode, we explore what we ask and why. We also talk about what they need to realize from their answers and how it can help them gain growth in the new year.  Key Ideas to Improve your Customer Experience One company we helped move forward was Maersk Line, the world's largest shipping company. We hosted one of the successful leaders of this organization on another episode to share the five rules for a highly successful implementation. One of the things Maersk shared is that these questions made a difference in their improvement program—which is saying something since they improved their scores by 40 points over 30 months.  Here are some other key moments in the discussion: 07:36  After we discuss Maersk line, we get into our second strategic question that explores how customer-centric your organization is, and how that affects your growth. 10:21  We get into an area that we are devoting a whole episode to soon, which is about how people describe their experience with you, as well as what they really want and what drives value for them, all crucial areas to answer for your experience.  18:34 This kicks off the future part of the strategic questions, where we talk about predicting customer behavior and using Customer Science to be successful at it.   20:42 Ryan takes a 2,000-word detour to express how he agrees with Colin, much to his chagrin and Colin's supreme delight.  28:19 We talk about Colin's favorite subject memory, and why it matters so much to make them deliberately in your experience. 29:31  We summarize the seven strategic questions and how you can actually work on them on top of everything else you have to do—and why you should make time for them.  Did you know we have a YouTube Channel too? Check it out here. Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University. How can we help? Click here to learn more about Beyond Philosophy's Suite of Services. Please tell us how we are doing! Complete this short survey. 

In sales, it can be tough to know when a customer is no longer deciding but already decided—unless, of course, they tell you that out loud. So, it is incumbent upon you to read the signs that a customer has decided to buy.  For example, I like to make drawings with pen and paper during my sales presentations with a contact. Then, I position the pen toward them during the discussion as an invitation for them to pick up and draw a little bit, too.  If they do, it's a good sign. Scribbling away on my pad of already scribbled paper, I know that the contact is engaged and interested in how my services will help them achieve their goals.  However, there are several signals that a person sends when they are ready to buy. One of our listeners, Jason Bradley wrote in with a business pickle wanting to know what some of these signs are. In this episode we tell you and explain the psychology behind it. Here are a few key moments in the discussion: 03:19 We present Jason's business problem, how other listeners can send in their questions for us to answer on the podcast, and how Colin can tell a person has made a buying decision. 7:20 Ryan presents the Rubicon Model and how it applies to our psychology around decision making.  14:35  Ryan talks about the differences in our mindsets before and after decision-making, and how it applies to political discussions. 20:41 We discuss how people have a preference for action and feel invulnerable after making a decision as part of their psychological need to be right about it. 26:19 Colin shares a story about a sales training that taught them how to get through Death Valley, and, no, it wasn't a desert survival tip. Do you have a business pickle? Tell us about it here. Please tell us how we are doing! Complete this short survey. Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University.  Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 35,000 subscribers.  How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

Colin Shaw is the founder of Beyond Philosophy LLC, a customer experience company that has been recognized by the Financial Times as 'one of the leading management consultancies for the last four years in a row. Colin Shaw is an original pioneer of 'Customer Experience.' LinkedIn has recognized him as one of the 'World's Top 150 Business Influencers'. He has written seven best-selling books on Customer Experience. Colin is also the co-host of the highly successful Intuitive Customer podcast, which is rated in the top 5% of all podcasts by BuzzSprout. In this episode, he shares how we can create delightful experiences for businesses that drive growth. Insights he shares include: The four areas we need to understand and have a handle on in order to improve the customer experienceWhy asking customers what they want or need isn't a good idea and what to do insteadHow to build relationships to further customer experienceHow to take a data-driven approach to improve the customer experienceHow to get the customer experience insights you needHow to determine the emotions experiences evoke in customersHow to best utilize insights and data to improve the customer experienceand much much more ...

Colin Shaw is an original pioneer of 'Customer Experience.' LinkedIn has recognized him as one of the 'World's Top 150 Business Influencers', where he has 291,000 followers. Shaw's Customer Experience company, Beyond Philosophy LLC, has been recognized by the Financial Times as 'one of the leading management consultancies for the last four years in a row. Shaw is the co-host of the highly successful Intuitive Customer podcast, which is rated in the top 5% of all podcasts by BuzzSprout. Shaw has written seven best-selling books on Customer Experience.https://beyondphilosophy.com/podcasts/We're happy you're here! Like the pod? Follow us on all socials at @amplifywithanika and @yourbrandamplified Leave a review on Apple Podcasts Visit our website Connect with us at hello@yourbrandamplified.co

Colin Shaw cares about how customers remember his brand. His Customer Experience company, Beyond Philosophy LLC, has been recognized by the Financial Times as ‘one of the leading management consultancies for the last four years in a row.' Colin helps his customers form perceptions and make memories by focusing on customer experience. He knows the way an organization values its customers influences their perceptions. It's not about giving customers everything they want — it's about making a decision and understanding how it will affect them. Learn more about what influences your customers to drive business value.

This podcast was created in partnership with Streem   Delta thinks I am a liar.  Or at least it felt like they did on this phone call with me. If we had a video option, the entire experience would be better for both sides, and I would have the flight I wanted. Video can be the untapped jewel of your experience design, and we will explain why.    The problem was a schedule change that put me out of Boston instead of Atlanta. I wanted to switch the flight back to Atlanta on a different one that was the same price but was unable to do so on my own online. So, I called the contact center. Unfortunately, they had a different fare on their system than I did, so I felt they didn't think I was telling the truth. During that phone call with Delta, I wished I could show them what I had on my screen so they could trust me.    I had a similar experience with my doctor. I had pain in my chest and wanted to indicate to the doctor where it was without seeing him or giving him a 400-word description. The video was not an option, so it was a wordy description in stops and starts.    In this episode, we talk with special guest Jóhann Hannesson, Lead Product Manager and the head of Web Development at Streem, about using video in a Customer Experience. Hannesson says that video could be the missing link between your customer who has a problem and the expert they are talking to in the contact center who, through video, can help them faster.    Key Ideas to Improve your Customer Experience   So, why do humans prefer video in these situations? There are two answers. First, there is a level of information exchange that words do not always have. You are not always depending on a customer that is not necessarily an expert in communicating the problem with terms concisely and accurately with the contact center. Second, it facilitates communication by allowing people to talk and look at the problem together.  Video allows the customers and contact centers to work together on the situation.    Here are a few other critical moments in the discussion:   01:55  We introduce our guest host, Jóhann Hannesson, Lead Product Manager and the head of Web Development at Streem. 05:55  Hannesson explains how interactions with a contact center have friction when they rely on non-expert customers to communicate with expert contact center employees and how video can help resolve them in practical ways.  15:21  We learn that not only does video make calls easier for the customers, but they also improve the employee experience, too. 22:00  Hannesson explains how video has improved customer contacts and helped resolve issues more efficiently.   25:07  Hannesson shares a specific case study that used video to reduce repeat home visits.   29:22  We all share our practical advice about how to use video to improve the metrics that matter most to your organization (and that none of us are footballers, in case you were wondering).        Please tell us how we are doing! Complete this short survey.    Customer Experience Information & Resources   LinkedIn recognizes Colin Shaw as a 'World's Top 150 Business Influencers.' He has 290,000 followers for his work. Shaw is the Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden needs that drive value ($). The Financial Times selected it as one of the best management consultancies for the last four years. Follow Colin on LinkedIn and Twitter.   Click here to learn more about Professor Ryan Hamilton of Emory University.    Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 35,000 subscribers.      How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

Colin Shaw talks with Jason Barnard about UX is dead, long live CX (Customer experience is key). Colin Shaw is an original pioneer of "customer experience." LinkedIn has recognized him as one of the "World's Top 150 Business Influencers," where he has 291,000 followers. Shaw's customer experience consulting firm, Beyond Philosophy LLC, has been recognized by the Financial Times as one of the leading business consultancies for the past four consecutive years. Shaw co-hosts the highly successful Intuitive Customer podcast, ranked in the top 5% of all podcasts by BuzzSprout. Understanding people's experiences is important for any business, whether it's a small, emerging startup or a seven-figure company. How people - your company's customers, users or clients - feel and what they think about their experience doing business or using your company's products or services matters. But (oooh!) there's a huge difference between customers, users and clients.And knowing what customers want can be a huge challenge. That means thorough market research is essential... alongside looking at what customers actually do (as opposed to what they say they will do) and a good dose of behavioural science.  In this fantastic episode with Jason Barnard, Colin Shaw shares his extensive knowledge of customer experience. He also gives great advice on how to build long-term customer relationships and why marketers should focus on customer experience.  As always the show ends with passing the baton… Colin delightfully passes the virtual baton to next week's wonderful guest, Meredith Kallaher. What you'll learn from Colin Shaw 00:00 Colin Shaw and Jason Barnard01:20 Colin Shaw's Brand SERP and Knowledge Panel03:09 Jason Barnard's Knowledge Panel Tips03:51 Getting a Knowledge Panel for a Podcast05:49 Why You Should Focus on Customer Experience06:37 How Important It is to Understand People's Experience07:07 Colin Shaw's Four Elements to Understanding Customer Experience07:10 First Element: Understanding What Customers Do07:23 Second Element: Understanding How Customers Feel07:40 Third Element: A Deliberate Customer Experience09:57 Fourth Element: Understanding Why Customers Do What They Do10:56 Colin Shaw's Definition of “User”12:17 The Difference Between Customers and Clients14:13 What is Customer Centricity?14:53 How Do You Know What Customers Want?15:22 Three Ways to Find Out What Customers Want.15:27 First: Customer Research16:18 Second: Looking at What Customers Do17:38 Third: Looking Through Behavioural Science20:11 What are the Most Important Things for Customers?24:52 How to Build Customer Relationship Without Spending a Lot of Time and Resources26:52 How to Build Long-term Customer Relationships31:02 Passing the Baton: Colin Shaw to Meredith Kallaher This episode was recorded live on video September 6th 2022 Recorded live at Kalicube Tuesdays (Digital Marketing Livestream Event Series). Watch the video now >>

Colin Shaw talks with Jason Barnard about UX is dead, long live CX (Customer experience is key). Colin Shaw is an original pioneer of "customer experience." LinkedIn has recognized him as one of the "World's Top 150 Business Influencers," where he has 291,000 followers. Shaw's customer experience consulting firm, Beyond Philosophy LLC, has been recognized by the Financial Times as one of the leading business consultancies for the past four consecutive years. Shaw co-hosts the highly successful Intuitive Customer podcast, ranked in the top 5% of all podcasts by BuzzSprout. Understanding people's experiences is important for any business, whether it's a small, emerging startup or a seven-figure company. How people - your company's customers, users or clients - feel and what they think about their experience doing business or using your company's products or services matters. But (oooh!) there's a huge difference between customers, users and clients.And knowing what customers want can be a huge challenge. That means thorough market research is essential... alongside looking at what customers actually do (as opposed to what they say they will do) and a good dose of behavioural science.  In this fantastic episode with Jason Barnard, Colin Shaw shares his extensive knowledge of customer experience. He also gives great advice on how to build long-term customer relationships and why marketers should focus on customer experience.  As always the show ends with passing the baton… Colin delightfully passes the virtual baton to next week's wonderful guest, Meredith Kallaher. What you'll learn from Colin Shaw 00:00 Colin Shaw and Jason Barnard01:20 Colin Shaw's Brand SERP and Knowledge Panel03:09 Jason Barnard's Knowledge Panel Tips03:51 Getting a Knowledge Panel for a Podcast05:49 Why You Should Focus on Customer Experience06:37 How Important It is to Understand People's Experience07:07 Colin Shaw's Four Elements to Understanding Customer Experience07:10 First Element: Understanding What Customers Do07:23 Second Element: Understanding How Customers Feel07:40 Third Element: A Deliberate Customer Experience09:57 Fourth Element: Understanding Why Customers Do What They Do10:56 Colin Shaw's Definition of “User”12:17 The Difference Between Customers and Clients14:13 What is Customer Centricity?14:53 How Do You Know What Customers Want?15:22 Three Ways to Find Out What Customers Want.15:27 First: Customer Research16:18 Second: Looking at What Customers Do17:38 Third: Looking Through Behavioural Science20:11 What are the Most Important Things for Customers?24:52 How to Build Customer Relationship Without Spending a Lot of Time and Resources26:52 How to Build Long-term Customer Relationships31:02 Passing the Baton: Colin Shaw to Meredith Kallaher This episode was recorded live on video September 6th 2022 Recorded live at Kalicube Tuesdays (Digital Marketing Livestream Event Series). Watch the video now >>

Colin Shaw talks with Jason Barnard about UX is dead, long live CX (Customer experience is key). Colin Shaw is an original pioneer of "customer experience." LinkedIn has recognized him as one of the "World's Top 150 Business Influencers," where he has 291,000 followers. Shaw's customer experience consulting firm, Beyond Philosophy LLC, has been recognized by the Financial Times as one of the leading business consultancies for the past four consecutive years. Shaw co-hosts the highly successful Intuitive Customer podcast, ranked in the top 5% of all podcasts by BuzzSprout. Understanding people's experiences is important for any business, whether it's a small, emerging startup or a seven-figure company. How people - your company's customers, users or clients - feel and what they think about their experience doing business or using your company's products or services matters. But (oooh!) there's a huge difference between customers, users and clients.And knowing what customers want can be a huge challenge. That means thorough market research is essential... alongside looking at what customers actually do (as opposed to what they say they will do) and a good dose of behavioural science.  In this fantastic episode with Jason Barnard, Colin Shaw shares his extensive knowledge of customer experience. He also gives great advice on how to build long-term customer relationships and why marketers should focus on customer experience.  As always the show ends with passing the baton… Colin delightfully passes the virtual baton to next week's wonderful guest, Meredith Kallaher. What you'll learn from Colin Shaw 00:00 Colin Shaw and Jason Barnard01:20 Colin Shaw's Brand SERP and Knowledge Panel03:09 Jason Barnard's Knowledge Panel Tips03:51 Getting a Knowledge Panel for a Podcast05:49 Why You Should Focus on Customer Experience06:37 How Important It is to Understand People's Experience07:07 Colin Shaw's Four Elements to Understanding Customer Experience07:10 First Element: Understanding What Customers Do07:23 Second Element: Understanding How Customers Feel07:40 Third Element: A Deliberate Customer Experience09:57 Fourth Element: Understanding Why Customers Do What They Do10:56 Colin Shaw's Definition of “User”12:17 The Difference Between Customers and Clients14:13 What is Customer Centricity?14:53 How Do You Know What Customers Want?15:22 Three Ways to Find Out What Customers Want.15:27 First: Customer Research16:18 Second: Looking at What Customers Do17:38 Third: Looking Through Behavioural Science20:11 What are the Most Important Things for Customers?24:52 How to Build Customer Relationship Without Spending a Lot of Time and Resources26:52 How to Build Long-term Customer Relationships31:02 Passing the Baton: Colin Shaw to Meredith Kallaher This episode was recorded live on video September 6th 2022 Recorded live at Kalicube Tuesdays (Digital Marketing Livestream Event Series). Watch the video now >>

My iPhone is getting bossy. It suggested widgets based on the time of day I was using it. This proactive experience is the future of experiences. Unfortunately, few organizations know how to build them.    While the definition of proactive experience is somewhat fluid at the moment, perhaps the best way to describe it is to solve a problem before the customer knows they have one. This proactive experience is powered by the emerging field of Customer Science, a convergence of data, artificial intelligence (AI), and the behavioral sciences. Intaking a variety of consumer inputs, the machine will output a response intended to resolve these customers' predicted needs creating a positive engagement tool for customer service.   There are benefits to customers with proactive experiences. Many customers want a proactive experience because it feels more personal, improving consumer satisfaction. It makes a person feel more important and appreciated when a system tries to recognize what they want.    Organizations benefit, too. To the company, proactive experiences provide a different advantage: customer retention. If customers feel more satisfied with their experience, they are more likely to return to your site in the future. In this episode, we invited Vasili Triant, Chief Operating Officer of Ujet, to  tell us more about what is possible with proactive experiences. He shares many go-to-market activities that can help organizations gain the first-mover advantage rather than we-are-getting-left-behind hustle.   Key Ideas to Improve your Customer Experience   A company can do a few things to create this positive engagement tool for customer service. It all starts with understanding your customers, which involves customer segmentation, dividing them into similar groups, and appealing to what they have in common and value collectively. From there, you must hire people to transform this information into algorithms that can predict what the customer wants to do based upon indicators provided by said customer.   Here are a few critical moments in the discussion:   06:17 Vasili introduces the concept of proactive customer service, its definition, and its benefits. 10:33 We discuss the process of formulating a proactive customer experience and how to ensure its success. 15:45 We discuss how proactivity contributes to the future of customer experience. 25:22 Vasili explains how proactive customer experiences help to predict customer behavior. 27:50   Vasili details his frequently asked questions and the answers he uses to help organizations take advantage of this engagement tool to boost the customer service experiences.    This podcast was produced in partnership with Ujet.cx. You can find more on them on their Twitter page here.   Please tell us how we are doing! Complete this short survey.    Customer Experience Information & Resources   LinkedIn recognizes Colin Shaw as a 'World's Top 150 Business Influencers.' He has 290,000 followers. Shaw is the Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years. Follow Colin on LinkedIn and Twitter.   Click here to learn more about Professor Ryan Hamilton of Emory University.    Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 35,000 subscribers.    How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

“In everything we talk about in customer experience, you can take the word customer out and put the employee in; the whole thing applies to employee experiences.” This week on the Be Customer Led with Bill Staikos, we're joined by Colin Shaw, one of the earliest pioneers in Customer Experience. Furthermore, LinkedIn has recognized Colin as one of the "World's Top 150 Business Influencers". Also, he is the founder and CEO of Beyond Philosophy LLC. The Financial Times selected his company as one of the best management Customer Experience consultancies consecutively for the last four years. Besides that, Colin is the co-host of the popular podcast Intuitive Customer, ranked in the top five percent of all podcasts, according to Buzzsprout. [02:51] Colin's Background – Sharing his journey and the distinguishing characteristics of his career so far, Colin explains how his company differs from other CX consultancies in the industry. [08:03] Key Tenets – Colin presents some of the fundamental principles of CX to him. Comparing customer experience to employee experience, he elaborates on the application of customer experience in B2B. [10:27] Bring Together - Colin discusses his thoughts on how firms should integrate customer experience and employee experience in a meaningful way. [16:47] Intuitive Customer - In his book, "Intuitive Customer," he discusses focusing on the emotional, subconscious, and psychological aspects of the customer experience from a behavioral economics perspective, rather than merely comprehending the rational experience of customers. Mentioning this, he illustrates how to make this concept tangible for the CEOs or CFOs. [28:46] Customer Science - Colin defines the phrase customer science and its significance in broad terms. Additionally, he stresses the need for a proactive customer experience while embracing advanced technology applications in CX. [37:40] Inspiration – Colin describes the people who have impacted his life and the places where he finds inspiration and serenity. Resources: Connect with Colin: LinkedIn: https://www.linkedin.com/in/colinrjshaw/ (linkedin.com/in/colinrjshaw/) Mentioned in the episode: Podcast: The intuitive customer - Improve your customer experience to gain growth:https://beyondphilosophy.com/podcasts/ (beyondphilosophy.com/podcasts/) Who Moved My Cheese?: https://www.goodreads.com/book/show/4894.Who_Moved_My_Cheese_?from_search=true&from_srp=true&qid=gepln5qMnW&rank=1 (goodreads.com/book/show/4894.Who_Moved_My_Cheese_?from_search=true&from_srp=true&qid=gepln5qMnW&rank=1) The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level: https://www.goodreads.com/book/show/32328098-the-intuitive-customer?ac=1&from_search=true&qid=ONl1jIGZnE&rank=1 (goodreads.com/book/show/32328098-the-intuitive-customer?ac=1&from_search=true&qid=ONl1jIGZnE&rank=1)

Breakthrough thinking: Why do we believe things that are not true?   There was a car brand several decades ago in the UK called ŠKODA. It was a terrible car, much like Yugo was in the US. However, they have changed their image and today, my son wants to buy one. I told him the jokes we all used to have about ŠKODA and their low-quality construction (What do a ŠKODA and a baby have in common? They never go anywhere without a rattle.)    My son doesn't care. His perception is that they are a great car company. Mine hasn't changed.    Now, I know my son better than anyone, except maybe his wife and mother. I know he is sensible and good with his money. He's no Wally. If he decides to do something, he bloody well knows why (he gets that from me). Nevertheless, his opinion that the company is better now has done nothing to change my mind.    In this episode we are exploring why we believe things that are not true, even when faced with facts. Psychologically, there are a lot of reasons we do this. We also talk about how you can overcome a bad reputation and change customers perceptions of you with your customer strategy. Spoiler alert: It doesn't happen fast.    Key Ideas to Improve your Customer Experience   There are a few reasons why we won't change our minds even when the facts tell us we should. Some are psychological; some are social. However, they are all at work in this critical customer strategy concept.    Here are a few key moments in the discussion:   04:31  Colin shares how the different spread of information about the war in Ukraine in the West vs. Russia can ensure that the Russian people don't change their minds or stop supporting it.  09:19  Ryan answers Colin's questions about why people don't change their minds even when they are presented with information that they are wrong about something with several influences.  12:32  We discuss how the self-image can get in the way of changing one's mind, also; we push away negativity from our self-image.     16:12  We talk about the length of time it takes to change minds and what it takes during that time to ensure it happens. 19:11 Ryan tells a story about how social agendas can also get in the way of changing one's minds, and it will probably not surprise you to know that politics is a culprit.  26:54  Colin reviews what he thinks the key learning is for organizations and how we would combat these inclinations with customer strategy.         Please tell us how we are doing! Complete this short survey.    Customer Experience Information & Resources   LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter.   Click here to learn more about Professor Ryan Hamilton of Emory University.    Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 35,000 subscribers.      How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

Podcast Summary A lot of the behavioral sciences can feel intimidating. However, it doesn't have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. 5 Rules for Effective Customer Research That Make A Difference Customer research is an essential part of any organization's customer strategy. However, it requires more than emailing a customer survey out over seven years or so. Customer research requires a few things to be effective in driving the metrics that matter for your experiences.  This episode, with guest Sam Killip, Director of Customer Research from consumer research platform, Attest, which helps organizations understand their customers. Attest's global online consumer platform taps into hundreds of thousands of consumers around the globe.  Killip says their clients survey consumers to understand consumers' views and what they're doing, thinking, and feeling to feed into their customer strategy. With her help, we devised a list of five rules for making these efforts effective.  Key Ideas to Improve your Customer Experience The 5 Rules for Effective Customer Research That Make a Difference include: 1. Define the right method. 2. Get under the skin of the customer. 3. Cast your net wide. 4. Respect the respondents. 5. Do them little and often rather than large-scale. Here are a few key moments in the discussion: 03:09  Killip explain a little background about Attest and how she came to her position there after a long career in law before joining the team. 05:04  We share the first rule, Define the right method, and discuss why survey answers are not always the best way to understand why customers do what they do.  08:55  We introduce the second rule, Get under the skin of the customer, and why mom and pop shop owners knew this one from day one, and how larger companies can gain that same understanding. 14:36  When talking about rule number three, Cast your net wide, Tillip explains how you can get into trouble when you make too many assumptions about your who your customers are. 20:18  As we move into the second to last rule, Respect the respondents, we focus on appreciation for the people who provide the customer voice and the essential nature of keeping them engaged with the project. 23:49  We cover the last rule, Do them little and often rather than large-scale, and why this one is essential to keeping your finger on the pulse of the customer sentiment. Please tell us how we are doing! Complete this short survey.    Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on Linkedin and Twitter.   Click here to learn more about Professor Ryan Hamilton of Emory University.  Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers.  Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more.  How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

Verint  is an expert in the Voice of Customer and have been for over 25 years. Their Verint on the Engagement Capacity Gap  report is essential reading for experience professionals today. Fleischaker emphasizes the critical nature of ensuring that you don't overlook Voice of Customer data, which is crucial part, so you can optimize the relevance of the insights you get from it. Key Ideas to Improve your Customer Experience Here are a few key moments in the discussion: 03:59  08:07   12:51   20:04   21:57  25:02   Verint sponsors this episode. Click here to register for Verint's annual engagement conference in Orlando from June 13 to June 16. Verint helps the world's most iconic brands build enduring customer relationships by connecting work data and experiences across the enterprise. The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and the science of customer engagement to meet shifting customer interactions and their ever-increasing demands.  Please tell us how we are doing! Complete this short survey.  Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University.  Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 35,000 subscribers.  How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

How many streaming services do you subscribe to? How many products are on Amazon Subscription in your Prime Account? Do you subscribe to satellite radio? How about music streaming? I think you get the point. We subscribe to everything. Subscriptions are as normal today as texting or drinking $6 versions of coffee that we can make for ourselves at home.  Subscriptions have a lot of appealing features to customers. In the U.S. Food and Beverage report by Attest, a consumer research platform, we learned that Of course, they also have a lot of benefits to the companies that offer them, not the least of which is a steady stream of income from its customer base.  In this episode, we explore the reasons why customer like subscriptions and how psychology influences these feelings. We also explain how behavioral sciences play a role there, too. Key Ideas to Improve your Customer Experience Many years ago, I subscribed to Amazon Prime to get faster shipping. As a result, I also get Amazon Prime streaming as part of the package, but it wasn't the driving force behind my decision. Now, the irony is that I choose Amazon Day delivery to reduce how many shipping packages I receive. So, apparently, I no longer need the fast shipping, but I won't cancel Amazon Prime because I don't want to lose the streaming service. This example is not uncommon among subscribers. Loss Aversion is a significant influence on our behavior when we continue to subscribe. Here are a few key moments in the discussion: 03:19  Before we get into the theories about why subscriptions work the way we do, we share some interesting examples of programs that are working, from phones to cars to…heated seats? 06:27  Colin shares some fascinating statistics revealed by Attest, a consumer research platform, in their latest Food and Beverage report. 11:14   Ryan explains the two perspectives regarding subscription services and what each of them likes best about it.     16:54   We discuss how Mental Accounting benefits from the lower installment pricing inherent in subscription programs. 20:33  We discuss the role of Loss Aversion in subscription service and how it can benefit organizations that offer them to customers. 29:17   We share our practical advice and what we think organizations should be wary of, or tragedy may ensue.       This podcast was done in partnership with Attest. Please tell us how we are doing! Complete this short survey.  Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University.  Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 35,000 subscribers.  How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

A lot of the behavioral sciences can feel intimidating. However, it doesn't have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. Experiments serve as the gold standard for determining causality. If we create them correctly, we know that an action we take makes something else happen and there isn't any other explanation.  That is, if we create them correctly. Even in my corporate career I realized that determining causality is tricky. After presenting to organizations the revenue gains they can expect by taking my advice, they ask, “How do we know that your changes caused the increase instead of something else?” My answer was always the same, unsatisfying one: You won't.   That's because we can never know the causality of behavior at 100 percent certainty (even if we follow all the rules).  However, when we have more data we also have more confidence that there is no other explanation. Sound experiment creation strategies will help us build a solid case for our causality.  In this episode, we share the five rules for creating behavioral experiments. We talk about how academics design behavioral experiments and how that could work regarding your experimentation regarding changing experiences to inspire new customer behavior.  Key Ideas to Improve your Customer Experience So, what are the 5 rules? The 5 Rules for Running Behavioral Business Experiments include: Define your metrics and what you're going to measure.  Establish comparison conditions. Randomize or get as close to randomization as you possibly can.  Define the theory…or not. Foster a culture of experimentation. Here are a few key moments in the discussion: 03:46  Ryan begins his list of rules by first explaining why you should care about following them, which is because proper experimentation determines causality. 07:43  We get into a discussion about the three things that you need to establish causality in your experiment and why they are important to your results. 10:12 Ryan begins the list of the rules, starting with the most foundational, which is to determine what you want to measure before you design your experiment.     12:48  We discuss why it is essential to establish different conditions in your experiment (Hint: it comes down to one word: comparison). 20:25  Ryan explains why having a theory going into an experiment than not having one.   25:42  We talk about why it is essential to allow failure with regards to experiments, and why you will be glad you did (most likely).    Please tell us how we are doing! Complete this short survey.  Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University.  Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 35,000 subscribers.  How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

A lot of companies get customer segmentation wrong. Or they got it right, but they did it seven years ago. The fact is that if you have customer segments that were constructed before February 2020, you probably need to do it again. Things have changed dramatically over the past couple of years, and the customer behavior shared by your customer segments is one of them.  One of the biggest problems that I see in customer segmentation, besides timeliness, is that the categories do not get into why customers buy. Often organizations choose broad categories to the segments, like how much business they represent to the organization or what type of widget they buy, to group like customers together.  Segmenting your customers for targeting purposes is essential. This podcast subject was inspired by some interesting stats I read about in the consumer research team Attest's 2022 US Consumer Trends report  about what different groups of customers want. Many of these stats reveal that different people want the brands they choose to communicate to them in various ways, and often these things are in stark opposition to each other. It makes clear that one message for all your customers delivered one way will be less than effective for your customer strategy. In this episode, we discuss our 5 rules to effectively target your customers. Starting with a rule that demands you accept change as a constant, we set you on the right course for grouping your customers into meaningful segments that allow you to target them with the right message that encourages them to do what you want in the way that speaks to them best.  Key Ideas to Improve your Customer Experience Many times, when I discuss customer segmentation with clients, I learn that they have already done it. Excited to see what they have, I take a look, learning that many of the segments include really relevant information like fax numbers or Myspace handles. Usually, after I ask, I learn that these segments were done years ago. However, if your customer segmentation is older than 24 months, it might as well be from 24 years ago. The world has changed, and your customer segments have, too. Here are a few key moments in the discussion: 03:08  I share some interesting stats from the Attest's 2022 US Consumer Trends report  that create a problem for many marketers and inspired this topic for the podcast.    05:26  We share the first rule about accepting that things change, including your customer segments, so be prepared for it. 08:31  We discuss how multiple inputs help create more meaningful grouping than the vague and broad ones we often encounter that do not assist effective targeting.     11:21  Colin explains that it is essential to know what you want the target to do before you segment, which is why he considered making it rule number one. 14:06. We explain how customer behavior is the most important and the most neglected of the characteristics used to segment customers.    19:39  We reveal the final rule and Ryan explains that effective segmentation should have four to eight groupings.    Please tell us how we are doing! Complete this short survey.  Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University.  Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 35,000 subscribers.  How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

Organizations only pay lip service to CX, and now, we have the numbers to prove it.  From Zendesk's The Trends Report 2022, you can see a clear dichotomy between what people say they will do and what they will actually do regarding CX.   You should read the whole report, but for starters, here are some stats I was surprised to learn (or maybe not surprised as much as interested to see it in print): 73% of business leaders reported a direct link between customer service and business performance 56% of organizations say they will focus on driving better customer experiences over the next 12 months.  However, later in the report we learn: 23% of organizations said that they were looking to increase customer satisfaction.  23% said they are looking to drive stronger relationships Framing that one in reverse means 67% are not looking to increase customer satisfaction or drive stronger relationships. So, what is going on here?  In this episode, Chief Technology Officer of Zendesk Adrian McDermott (@amcdermo) joins us to give his take on these numbers. For the past 15 years, Zendesk has provided tools and technologies for digital CX and worked with companies to enable agent efficiency in customer service. McDermott has been with them for the past 10 years and scaled his product development from ten people to around 1,500. He also shares what he thinks  organizations should do with their experiences.  Key Ideas to Improve your Customer Experience My regular readers will remember that customers satisfaction scores across the board are falling or stagnating for most organizations. The American Customer Satisfaction Index published a report that suggested customer satisfaction was approaching a 17-year low. What's more, customers care about this dissatisfaction. Zendesk reported that 61% of customers say that they would switch to a competitor off the back of one bad service experience—and that's just one dissatisfying experience! Here are a few key moments in the discussion: 05:04  Colin goes through the stats from the Zendesk report that show the dichotomy between what organizations say they will do regarding CX versus what they plan to actually do.  08:12  McDermott shares his take on how these numbers demonstrate two problems, one on the supply side and the other on the demand side, and how organizations should respond.   19:59  We shift the conversation to discuss Customer Science, and to get McDermott's take on how these tools will help move CX forward.     23:13  McDermott explains that he thinks these tools can aid in personalization, ideally down to a segment of one individual.  26:35  We talk about the strengths of Artificial Intelligence and Machine learning in improving Customer Service efficiencies and where that is an appropriate application in customer facing interactions.    34:18 We all share our tips for taking this report's information and today's technology and doing something practical with it, proving once again that taking theory beyond the philosophy is the most significant way to make it useful in CX.   This episode of the podcast was made in partnership with Zendesk.   Please tell us how we are doing! Complete this short survey.  Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University.  Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 35,000 subscribers.  How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.