Podcasts about intuitive customer

Navigating the Growth Dilemma with Ryan Hamilton   Welcome to the What's Next! Podcast with Tiffani Bova.    I'm thrilled to welcome Ryan Hamilton to the show this week. Ryan is an associate professor of marketing at Emory University's Goizueta Business School. He has consulted on branding with Walmart, FedEx, Home Depot, Caterpillar, ConAgra, Cigna, Visa, and Ipsos, among others, and has been a keynote speaker. He cohosts a podcast, called The Intuitive Customer, which applies the insights of behavioral science to customer experience. He has produced lecture series on both marketing and human decision making for The Great Courses. He is the co-author of a new book, The Growth Dilemma.    THIS EPISODE IS PERFECT FOR…anyone navigating brand growth and customer strategy decisions across evolving markets and customer segments.   TODAY'S MAIN MESSAGE…growth is a natural goal for businesses, but attracting new customers can unintentionally alienate the ones you already have. Ryan calls this the growth dilemma. As you expand your customer base, you risk creating conflicts between different groups of customers, conflicts that can undermine your success. Ryan outlines four kinds of customer conflict and how businesses can better anticipate and manage them before making big moves.   KEY TAKEAWAYS: Growth can backfire if you don't manage customer conflicts Start by maximizing value from existing customers before chasing new ones The four common conflict types are functional, brand image, user identity, and ideological   WHAT I LOVE MOST…Ryan's insight that brands often chase new customers without realizing the conflicts it creates, when the gold might already be in their existing customer base.   Running Time: 27:02    Subscribe on iTunes     Find Tiffani Online: LinkedIn Facebook X    Find Ryan Online: LinkedIn   Ryan & Annie's Book: The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things

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.

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:

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 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

On this episode, we ask big questions about how customer loyalty is formed — and how AI can be leveraged to build stronger connections with customers.According to TechSee, a visual customer experience solutions provider and technology partner of TELUS International, more than one in three consumers in the United States don't consider themselves to be loyal to brands and would switch if it proved beneficial to them. It is here where brands have an opportunity to capitalize on the growing demand for personalization, speed and convenience.By exploring the emotional aspects that shape consumer behavior, our expert guests provide actionable strategies for the use of AI to foster true customer loyalty..Listen for the informative insights of customer experience keynote speakers and experts Shep Hyken, author of I'll Be Back: How to Get Customers to Come Back Again and Again and host of the Amazing Business Radio podcast; and Colin Shaw, author of The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level and co-host of The Intuitive Customer podcast.Visit our website to learn more about TELUS International.

Colin Shaw is one of the original CX thought leaders and podcast host. He brings a fresh perspective to what drives customer loyalty and the "why" behind loyalty.  He predicts memory maps will replace journey maps because of the difference between our experiencing-self and our remembering-self.  This episode is packed with insights that leaders can use immediately including:Colin Shaw is one of the original CX thought leaders and has authored seven bestselling books on customer experience. He brings a fresh perspective to what drives customer loyalty and the "why" behind loyalty. He predicts memory maps will replace journey maps because of the difference between our experiencing-self and our remembering-self. This episode is packed with insights that leaders can use immediately including:1. Role of Artificial Intelligence in Enhancing Customer Experience by understanding and responding to customer emotions2. Reorientation of Loyalty Perspectives - The criticality of emotional attachment over rational decision-making in driving loyalty3. Memory & Experience in Customer Decision Making- Evaluation of past experiences and memories in shaping customer decisions4. Why the implications of the peak/end rule should impact experience design 5. The significance of designing customer experiences for evoking desired emotionsMeet Colin!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 over 292,000 followers and is one of the exclusive Top Voices which is the official LinkedIn influencer program. Colin's company, Beyond Philosophy, LLC, has been recognized by the Financial Times as one of the leading management consultancies for the last four years. He is the co-host of the highly successful business podcast The Intuitive Customer, rated in the top 5% of all podcasts by BuzzSprout. He has also authored seven bestselling books on the subject of customer experience. Colin's LinkedIn newsletter has over 70,000 subscribers.Colin is also a keynote speaker and commentator on CNN, BBC TV, NPR, LBC, and other media publications.Before this, Shaw was a senior executive in one of the world's largest telecoms companies, where he led 3,500 people in sales, marketing, and customer service.Colin Shaw founded Beyond Philosophy in 2002 as one of the world's first customer experience consultancies. Under his leadership, Beyond Philosophy has helped many of the world's most prestigious organizations improve their customer experience, including American Express, FedEx, and Caterpillar. Using Beyond Philosophy's methodology, the world's largest container shipping company Maersk Line improved its Net Promoter Score®* by 40 points in 30 months, which gave a 10 percent rise in shipping volumes. Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter

My client is disappointed with their results. Their experience improvement efforts have been successful, but not as wildly successful as they had hoped.  When my client shared this with me on a recent call, I was neither surprised nor perplexed about what was going on with them. Getting the whole organization to embrace the customer requires more than most organizations think.  You see, when you start an improvement program, you want some quick wins. So, you address the most obvious areas first, fixing problems and enhancing interactions by defining how you want customers to feel about you when it's over. These elementary steps are necessary, important to prioritize, and, to many companies' chagrins, just the beginning of the process.  Every department in the organization plays a role in the Customer Experience. However, not every department realizes it. Some of them think their insular role inside operations puts a big barrier between them and how the customer feels about the organizations. But it doesn't; in fact, that barrier doesn't exist.  In this episode we explore the steps you take to get these internal departments to look past the non-existent barrier they think is there and understand how what they do affects the experience. We explain how you can then leverage their buy in to get to the outstanding results that you expected but are still waiting to realize. Here are some other key moments in the discussion: 06:33  Colin explains what he plans to do to address this problem, starting with first step, which might surprise you in its simplicity. 09:07  We explain the many ways that Human Resources plays a significant role in the Customer Experience and embracing customer-centricity.  13:21  Ryan explains that first-ordered thinking might be getting in the way of your efforts to help other departments see the effects of their actions on the experience and what you can do about it.      18:40  We discuss the ways that finance is essential to the experience, and, spoiler alert, it has to do with $$$$. 23:33  Colin makes a point that Legal, which definitively needs to protect the company, also needs to be customer centric and how they can be without getting disbarred.  26:31  We share the last example of how IT has become one of the most essential parts of the experience, especially when you consider the importance of managing the organization's online presence and technology integrations. _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Follow Colin on LinkedIn HERE.

Regret is a powerful emotion. One might not think it has a place in a marketer's messaging toolbox. However, you might be surprised to learn that in addition to being a powerful emotion, it can also be a powerful tool. The reason we regret things depends on the situation. We can regret a purchase we made. We can regret a purchase we didn't, too. What we regret and how we respond to it requires understanding how regret happens.  Inside each of our minds, we have three selves. There is the Actual Self, the one we are despite any notions we might have. There is also the Ought Self. This self is the one with obligations and responsibilities. Then, there is the Ideal Self, which is who we want to be. Regret is often a conflict between the Actual Self and one of the other two.  What we regret and who we blame has a lot to do with comparisons between these selves internally. Also, these comparisons might differ depending upon the customer segment to which the individual belongs. Therefore, to use regret as a marketing tool, it is essential to understand what comparison your customers are making and to what standard or value they hold.   In this episode, we explain the psychology of regret, how it drives our future behavior, and what to do about it if it happens to your customers after buying your product or service. We also discuss how you can use it to create improved experiences with no regrets for your customers.  Here are some other key moments in the discussion: 01:49  Colin explains how he was once a Sony Superfan and how it led to one of the purchases he regrets nearly every day.  03:49   Ryan explains how Colin's perception of self plays a role in his purchase regret regarding the television by explaining the different selves we each have. 10:23  We get into the idea that how much regret we feel has a lot to do with how much control we think we had regarding the decisions made.       14:53  We discuss the impact of regret in customer experience settings and start a discussion about how an organization could respond. 19:04  Ryan explains that people regret different things in the short term vs. the long term.  25:46  We both share our final thoughts on the key takeaways a marketer should have about how to leverage regret in their messaging. _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Follow Colin on LinkedIn HERE.

It's pickle time again here on the podcast. This time John has a pickle with his new business. He wants to know some ways that he can get other people to help him sell his products and services. We knew several ways, eight in fact, and they might help you, too.  One thing to consider when you listen to this list is how each of the tactics gets you what you want. In some cases, you might discover that our suggestion doesn't. Or at least it doesn't get you what you want right now. Later, once you have worked your way down the “to-dos” with your marketing and sales, one of the ones that didn't work then would now. For example, with Beyond Philosophy, Colin didn't like the first tactic, Affiliated Marketing. He felt that by getting into a relationship where he was contractually bound to suggest a specific company might compromise his integrity to his clients. So, Colin has carefully avoided that one.  However, that might not be the same for your business vertical or philosophy. It's these goals for the communication or tactic that should drive these decisions for which ways work best for your business. In this episode, we help John with his business pickle—and some of you, too—with our eight suggestions for what you can do to get other people to sell for you.  Are you “in a pickle” at your firm, too? Tells us about here and we might feature your pickle on an episode of the podcast.  Here are some other key moments in the discussion: 06:09  We share the first tactic, Affiliated Marketing, which allows you to recruit others to present and close your product on your behalf.  10:03  The second tactic, Referral Programs, is another way you can leverage the relationships you have to make new ones.  17:48  We discuss Joint Ventures, including some that worked well and some that didn't. 21:07  We encourage John to sponsor a sports stadium, or at least a local soccer team, because sponsorships are a great way to build awareness. 26:09  Ryan and Colin share final thoughts about how John's new business can use these tactics to get other entities selling for him. _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Follow Colin on LinkedIn HERE.

Colin sometimes struggles with a glass-half-empty disposition. He blames it on being born British. He felt it keenly when gathering the following 14 statistics for this episode. There are a mix of game-changing opportunities, including missed ones, and some acute risks facing organizations next year.  Ryan is American, a population Colin characterizes with as a glass-half-full disposition. He hopes by sharing these numbers gathered from reputable sources, that his American cohost might view these numbers with a bit more positivity.  Will Colin be disappointed? Maybe, maybe not.  For example, one statistic says by applying certain principles, organizations can expect 85 percent increase in sales growth and more than 25 percent in gross margins. It sounds great because it is.  However, another statistic shows that only 30 percent of organizations have improved their experiences enough to satisfy customers over the last ten-plus years, and it's getting worse not better. It does not sound great because it isn't.  This episode explores 14 statistics from reputable sources that present some compelling numbers regarding the whole Customer Experience movement—and what can happen if you ignore it or focus your efforts on less impactful components. From opportunities to risk, don't miss out on this episode before you start planning your next year.  Here are some other key moments in the discussion: 05:31  We get into the first statistic from Gallup and how it can really sell the experience program to the revenue-oriented and a second from them about the emotional nature of deciding. 11:53  Colin shares his statistic from the American Customer Satisfaction Index (ACSI) regarding how 70 percent of organizations remained flat or decreased customer satisfaction and that the index is at its lowest point since 2006. 19:14  We discuss the merits of growing existing customers versus recruiting new ones, but that 44% percent of companies still focus on customer acquisition, even though the probability of selling to an existing is 60 percent.   23:06  Colin shares a statistic from Emplify that explains why customers will pay a higher price to buy from you.  27:52  We discuss the last stat from Zendesk which explains how quickly you can lose a customer and what these stats revealed about Customer Experiences. _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Follow Colin on LinkedIn HERE.

When a Stanford professor brings snacks to class, it's fun. But you can bet it's also an experiment, and he's probably testing how people make choices for today and for todays that will come in the future. It turns out, that timing matters a lot when it comes to the decisions we make.  The professor we are referring to is Professor Itamar Simonson, marketing professor at Stanford University and his research surrounding customer decision-making. He learned that students who chose their snack at each class tended to choose the same one. However, students that chose a snack on one day for three future classes tended to have more variety.  Why the difference? It turns out that people like to make the same decisions over and over, especially about things like what to eat for a snack or dinner. But we are much more optimistic about how much our future selves will want something different.  What about new choices? People do make them, particularly when they are for the future, but most times we are content to make the same choice over and over again.  In this episode, we discuss why we are like this, why we sometimes think we won't be like this someday, when we are better person, and why you should understand how to accommodate this customer behavior in your experience.  Here are some other key moments in the discussion: 02:22  Ryan shares the example from Professor Simonson and how people chose differently when it is for that day of class or for future classes.  08:12  Colin brings up the famous marshmallow test that researchers did by convincing children not to eat a marshmallow right away so they could get two; few kids made it, though.  14:42  We discuss how when it comes to things like breakfast or food in general, we tend to make the same choices, but other times we don't, but usually for the future, when a better version of ourselves exists.      22:08  Ryan shares what can happen if people continue to make choices to buy things they don't use and how it can backfire on your experience.    25:40 We share practical advice about what you can do with this information to provide the proper experience for the future selves your customers want to be and the actual selves they are today. _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Follow Colin on LinkedIn HERE.

Poor Irene Beard. She is in a pickle, and she needs our help. A strong believer in brand, Beard is starting a new company and asked us for help getting people to take away what she wants them to about her company's brand. Beard's question brings up some interesting concepts regarding brands, their origins, their evolution, and their existence for organizations today.  Before we get into any of that, it is essential to remember that your brand is a tactic. It communicates the value you provide customers. Brand is a tool in your toolkit that can adjust your strategy and deliver the experience that wins over the hearts and minds of customers and keeps them coming back for more.  Today, branding is all about the value you provide customers. What that value is varies by organization. Some brands offer value by doing one thing really well. Others deliver value in several areas.  The success of your brand isn't whether it provides one value or many; success depends on understanding what your customers value and delivering that.  In this episode, we explore the areas of value a brand usually provides and what an organization can do to ensure that their brand delivers the right ones to customers.  Are you “in a pickle” at your company, too? Tells us about here and we might feature your pickle on an episode of the podcast.  Here are some other key moments in the discussion: 01:34  We discuss Beard's business pickle and why branding is an excellent focus for anyone in business today. 03:23  Ryan explains how he appreciates that Beard is already on the right path by concerning herself what customer think, because that is key for branding. 08:00  We believe in frameworks to organize thinking, and begin the discussion about ours, which has four parts. 15:42  Colin shares a story about spending way too much on athletic shoes given the level of play of his ten-year-old on the pitch, and how branding made it happen.  19:55 We explore brands that have done a good job with branding and why, as well as the differences one should expect in brand strategy depending upon the type of brand it is.  27:33  We get into the practical takeaways for Beard, and anyone else struggling in this area, to get the right branding for her new company.  _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Follow Colin on LinkedIn HERE.

So, you think the sale is in the bag. The customer signed the paperwork and everything. However, when you log in the next day to email, there is a cancellation. You think, what happened? People change their minds all the time for a lot of different reasons. Sometimes, it is about something they ordered or bought; sometimes, it is about paint color or springing for the upgrades. Why they change their mind has a lot of influences, and understanding how a customer's mind works can help you manage these situations to the best possible outcome.  The customer's mind is a complicated thing. We think of ourselves as unitary, meaning the only version of ourselves. However, psychology shows we have multiple versions of ourselves that activate under different circumstances. These versions might not always agree on the decisions made, so once a new version gets control, it might reverse a previous version's decision.  Plus, these versions of us also have two ways of thinking. There is the fast and automatic thinking provided by our Intuitive System and the slow and deliberate thinking employed by the Rational System. The outcome could be quite different depending on which system controls the decision. Moreover, sometimes the Rational System will come in and overrule the Intuitive System later, which can be the impetus behind that cancellation you just saw.  In this episode, we explore why customers change their minds and how you can build into your experience ways to manage this. So, go ahead and listen; the future version of yourself will thank you for it.  Here are some other critical moments in the discussion: 03:50  We introduce the concept that we have multiple versions of ourselves and multiple thinking systems that influence decision-making and mind-changing.   07:50  Ryan shares a story about research showing how one can reach different decisions and sometimes less-than-optimal results.  11:05  Colin explains how the two systems of thinking work off each other about decisions, and Ryan explains how wish lists on purchases rarely come to fruition.       16:55  We share a practical example of customers changing their minds in the real world on a buying decision and how the company responded to manage this change.  20:40   We talk about Cognitive Depletion and how it affects customer behavior. 26:35  We share practical tips and suggestions that can help you manage customers' changing minds in the future.  _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Follow Colin on LinkedIn HERE.

For many of us, planning can be an area of opportunity. We underestimate how much time something will take and how much time we will have available for something, particularly regarding project completion. However, Daniel Kahneman and Amos Tversky explained why we do this, and we will tell you what we can do about it.  Kahneman and Tversky call this phenomenon the Planning Fallacy. Our optimism about our future selves and the abilities and resources available causes it. For this reason, it rarely occurs on a tight timeline; we are far less optimistic about our right-now selves. We know we can't do it right now. There are a few reasons besides optimism that cause this problem, too. For example, we tend to focus on certain details and ignore others (Focalism). Or we might be wishful thinking. We want to finish the project by then, so why not pick that date? In this episode, we explore why so many of us are victims of the Planning Fallacy and what we can do about it in our own work and the work of our organizations. If you listen to this podcast, your future self will thank you.  Here are some other key moments in the discussion: 04:02  We introduce the idea of the Planning Fallacy and explain what it is and how it affects us.  08:15  We discuss why it's different when considering something with a short timeline, meaning an imminent due date.  11:10  Colin shares an example he frequently encounters on Emotional Signature projects, and why it isn't his fault they miss their optimistic deadlines.  19:36  Colin points out that different departments organizationally can contribute to the problem and that these departments should learn The Power of Saying NO. 21:29  Ryan shares more contributing factors to why we victimize our future selves with the Planning Fallacy. 29:42  We share practical advice about what you can do to ensure that your past self doesn't get your future self in a bind.  _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Follow Colin on LinkedIn HERE.

Sometimes it's a “processing” fee. Sometimes it's called an “admin” fee. We have even seen it labeled “convenience fee,” a refreshingly candid explanation for it. However, they are always additional fees, and if you have them in your pricing, they might have terrible implications for your customer experience.  However, they might not. Unfortunately, there isn't a lot of scientific evidence that points to a definite negative effect on additional fees for a customer experience. For my part, it leaves a sour taste in my mouth when I get hit with one, so, my presumption is that I am not alone.  However, our listener Brian Williams wrote into us with a pickle. His company is facing rising costs and are debating the merit of raising prices over additional fees and vice versa. Unable to decide—or just wanting an outside perspective—they wrote to us to find out what we think.  It is a quite a pickle. Probably one that some of you are facing, too. There isn't a clear-cut answer either. However, there are some important considerations that can guide a decision to go one way or the other.  In this episode, we explore these considerations, the possible fall out from them, and give our opinion on what Williams and his company should do.   Are you “in a pickle” at your firm, too? Tells us about here and we might feature your pickle on an episode of the podcast.  Here are some other key moments in the discussion: 01:48  We present Williams' business pickle and why this is such an area of interest today, and for more than Ryan and his academic friends. 04:21  Colin shares a couple of instances where additional fees soured his experience. 07:57  Ryan gets into the theory behind what's going on with additional fees and why they are so common in an era of inflation.       17:32  We introduce the topic of tipping and how it is a form of Two-Part Pricing also, and becoming too steep and too ubiquitous to sustain itself in the U.S. 26:24 We explore whether additional fees are a form of transparency, and what the fall out can be from listing out fees as line items in pricing bids.  29:23  We share our advice for Williams, and anyone else facing this same problem.  _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Follow Colin on LinkedIn HERE.

We can be grumpy about the restaurant experience. This self-awareness is key, especially when we realize that our behavior closely resembles the behavior of two grouchy Muppets heckling Kermit and Fozzie from the balcony. However, it's easy to see that every business can learn from restaurants that bungle these moments of the experience.  We are aware this episode is a grumpy rant. Moreover, not everyone will agree with the things that we think restaurants do wrong. What drives us mad could be the very thing you love most. However, the fact we differ on these points demonstrates a critical overarching theme of this podcast: segmentation matters, and accommodation is key to deliver an excellent experience.  Restaurants that choose to ignore these criticisms have a right to do so. Moreover, if they prefer to cater to a specific segment of customer that prefers the way they do things, that is their prerogative. Some restaurants have been extremely successful by doing this and we do not fault them for it.  We don't eat there either, but that's beside the point.  In this episode, what we hope to achieve by airing our grievances is to point out how these moments in the restaurant experience demonstrate moments that every experience design could have.  For your business vertical, whatever it may be, we hope that the common experiences of dining out—or ordering to go—help illustrate these concepts and help you improve your experience.  Plus, it sometimes feels good to complain.  Here are some other key moments in the discussion: 03:41 Colin kicks off the complaints by pointing out that some restaurants do not understand the business they are  in, and therefore, do not send the right signals with their experience.  06:39  Ryan describes a restaurant experience that could use a little spruce up in the post-pandemic takeout vs. dine in experience.  11:32 We discuss the importance of managing the key interactions in an experience by properly training the team to put customers first so people remember that experiences can be time well-spent.      16:29  We remind our listeners that the little things add up and can burn you in the customer's evaluation of how you did at the end of the experience.  19:17 Colin refers to an article out of Cornell that explains how what restaurants leave off the menu cause customers to spend more than they would have thought.  24:30  We summarize what we would change about these things that drive us mad at restaurants and that you can apply to your experience, too. _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Follow Colin on LinkedIn HERE.

A podcast listener is in a pickle! Catherine wants to establish that her firm is known for low prices. However, she wants their reputation to avoid seeming cheap or low quality.  Cheap and low quality is brand promise few firms want to make. However, many brands want to have a reputation for low prices and high quality. Unfortunately, this brand promise is challenging to get right. Most customers don't believe such a thing is possible.  However, it is possible. Amazon got their start with a reputation for low costs for high quality books. Over time, they built a brand known for service, delivery speed, and continuous improvement, which customers view as hallmarks of high quality. These examples are non-price influences that affect the price image.  For example, if you walk into a shop where they are serving complimentary espresso or champagne, you know that the prices are going to be high even before you see a price tag. By contrast, if you walk into a shop where everything is piled on a fold up table and supervised by a single, sullen employee scowling at their phone behind a makeshift counter, you know prices will be low. In this episode, we explore the ways Catherine can establish her firm's reputation for low prices without seeming cheap or low quality. We also give you practical advice that will help you make the case to your customers that you are the best deal in town.  Here are some other key moments in the discussion: 03:26  We talk about brands that have done an effective job of establishing themselves as affordable and high-quality.  05:49  Ryan starts off the discussion of how to achieve this tricky feat by explaining all the influences that affect a customers' perception of a company's price image.  17:19  We talk about reference points and how they affect price evaluations.    22:22  The discussion turns to how communication of how you are doing this amazing thing of providing high-quality items at low prices so customers can accept it.  27:48  Ryan summarizes his advice in practical ways that Catherine, and you, can apply these strategies to overcome this pricing challenge. _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Connect with Colin on LinkedIn HERE. Follow Colin on Twitter HERE. Click HERE to learn more about Professor Ryan Hamilton of Emory University.  To learn more about Beyond Philosophy's Suite of Services Click here.

Is your data ready? Is your team ready? Are you ready? Being ready is critical to the successful implementation of artificial intelligence (AI) to improve your customer experience. The next competitive battleground for organizations will be predictive experiences, or experiences that anticipate customers' needs. The ability to make these predictions is AI-driven. However, to do so accurately requires data, lots of quality data.  Herein lies the rub for many organizations. Their data house is full of siloed data and isn't ready for AI analysis. So, firms need to be sure that they address this challenge before devoting a ton of time and resources to the implementation.  However, there is another challenge, too. Many organizations might think they want to implement AI, because it's so cool and people like to have the coolest, newest thing. But, in some cases, AI might not be the best fit. It isn't magic; it has some things it does well and some that it doesn't. Knowing what problems your organization has can help you decide whether AI can do the right things for you right now.  There's a lot to consider before implementing AI in your customer experience. What ready means and how AI can improve customer experience are two areas that are not always well understood by organizations. Moreover, the size of the firm has little to do with the understanding; big companies are struggling the same way little ones are, albeit in different areas.   In this episode, we host The Agile Brand podcast host  Greg Kihlstrom, (www.gregkihlstrom.com) Principal Chief Strategies for GK5A, on this week's episode to explain how organizations can get ready and what AI is positioned to provide organizations. Here are some other key moments in the discussion: 03:45  We ask Kihlstrom to explain some of the common issues he sees in the introduction of AI and technology.  09:25 Ryan lead Kihlstrom into talking about how organizations are faring with implementation, who is and isn't having a great go at it, and where it is going in the future.  20:19  Kihlstrom explains how the most innovative companies are using AI to the extent it can provide proactive experiences.    25:49  Colin shares his worries that too many organizations will not use a unified approach in implementation. 35:25  We all share our advice about implementation and what organizations should do to make this work for them. _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Connect with Colin on LinkedIn HERE. Follow Colin on Twitter HERE. Click HERE to learn more about Professor Ryan Hamilton of Emory University.  To learn more about Beyond Philosophy's Suite of Services Click here.

We are very judgmental, particularly when it comes to prices. We can always tell whether something is a good or bad deal.  The fact that some of the ways we do this are not as accurate as others doesn't even occur to us. Knowing that customers have different ways they evaluate your pricing that are sometimes inaccurate shouldn't upset you, though. It's a bonus to realize it. Once you understand how people judge your pricing, you can use strategy to present it better and maximize your pricing to gain profit.  There are three basic ways that customers evaluate your prices. These have varying levels of simplicity and accuracy. The most accurate way is not the easiest, naturally, and vice versa. However, these three ways come together to deliver the good-deal-bad-deal message to your customers' consciousness.  Some retailers are wise to these judgmental ways. They use customers' natural propensity to compare pricing when communicating their offer, so it comes out on top against competitors. However, some choose a different tack, which doesn't always make it easy to compare.  Still others spend their time building a reputation for low pricing while offering a few high-priced things alongside hoping that no one does the math. Since we don't always do the math, it works.  In this episode, we explore the three ways that customers evaluate your pricing and why. We also talk about how you can present your prices in the best possible way to tip the scales away from bad deal to good.  Here are some other key moments in the discussion: 03:17  Ryan kicks off the discussion with a story about shopping for milk at Costco, and why he was wrong (and his wife was right) about the best deal for milk.   05:22  Colin shares one of his favorite YouTubers that covers things like pricing, and reveals some retailer tricks of which every consumer should be aware. 07:13  Ryan shares the three ways that people evaluate pricing, starting with internal reference pricing.   09:37  We discuss how external reference pricing also influences our pricing evaluations, and sometimes even across product categories. 11:53  Ryan explains the third category, which is price image, an evaluation we gravitate toward when we don't have as much information. 19:32  We share the two dimensions that organizations should consider when they anticipate how customers will evaluate pricing. 22:06  We explain how price images form and how they influence our decision making. 34:19 We wrap up with some practical ways you can leverage this understanding to present your pricing in the best possible way to customers.  _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Connect with Colin on LinkedIn HERE. Follow Colin on Twitter HERE. Click HERE to learn more about Professor Ryan Hamilton of Emory University.  To learn more about Beyond Philosophy's Suite of Services Click here.

It stinks to wait around for something as a customer.  Whether it's in a waiting room or a hot sweaty line at a theme park, none of us are usually very excited about waiting around for something. However, it's a fact of life that customers have accepted over time.  It also stinks to know that your experience makes customers wait sometimes. You probably would rather that your customers didn't have to wait around and could get down to business spending money with your organization. However, despite your diligent efforts, you still have some time where customers are waiting around.  Instead of throwing your hands up in the air and accepting defeat, we have a few strategies that can help manage this bump in your experience's road. Eight of them, in fact. Now, to be fair, our tips come from David Meister's article, "The Psychology of Waiting Lines."  That said, this paper has excellent tips for you.  In this episode, we talk about Meister's eight areas and how you can emulate other organizations that have made the waiting experience a little less painful for their customers. Here are some other key moments in the discussion: 02:37   We explain that sometimes customers have to wait, but it doesn't have to be terrible while they do, thanks to the paper by Meister that defines what makes waiting so terrible. 03:31  Distraction is key and helps with the problem of making your customers feel like their time is occupied with more than just waiting around for you. 07:23  We use the examples of customer behavior on airplanes to explain the Meister's concept about how people want to get started waiting, even if it is only to wait in a new position afterward.   10:49  We explain how Uber manages the third area, uncertain waits are longer than certain waits, well by letting you know the car is coming and when. 15:17. We talk about a related area of communication about waits pertaining to Meister's area that unexplained waits feel longer than known waits and why kids don't get it. 19:18. Unfair plays a big role in how waits feel; just ask anyone in a Disney line watching the fast pass ticket holders blow past them.  27:17 We end on the 8th area, which is that solo waits feel longer than group waits, because misery loves company, doesn't it? _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Connect with Colin on LinkedIn HERE. Follow Colin on Twitter HERE. Click HERE to learn more about Professor Ryan Hamilton of Emory University.  To learn more about Beyond Philosophy's Suite of Services Click here.

Waiting around for a customer experience is rarely a good thing. When customers are waiting for you, that's usually a sign that not waiting would have been difficult or inconvenient (read: expensive) for your company. However, not valuing customers' time is probably the most expensive mistake you can make.  Then, of course, there are the times when the waiting is part of the experience. For example, the Peter Pan ride at Disneyland has several rooms you pass through before you get to the ride that set the mood and build anticipation of the adventure to come. When you skip it, you get to the ride faster, but you miss out on the building of the anticipation.  Part of what makes the Peter Pan wait more beneficial than your average waiting around situation for an experience is that it make the waiting more enjoyable. Many would also argue that the ride—and the park itself—provide value to customers who are waiting.  So, waiting isn't always bad; like many things we discuss on the podcast, it depends. However, it does always reveal how internally focused you are and whether you place importance on the value of customers' time. In this episode, we explore what it means about your focus when customers wait and how you can manage or enhance the waiting experience to engage and enhance customers' time spent with you.  Here are some other key moments in the discussion: 02:59  After sharing some stories about waiting that made him feel cross, Colin explains that you need to value customers' time in your experience. 10:33 We discuss how Disney manages wait time by offering Fast Track to reduce queue wait times, and signs in line that estimate how much longer you have to wait before the ride. 16:17  We talk about when waits are good for building anticipation; and how sometimes the wait is even better than the experience.  24:21 Ryan explains that his kids are excited about some changes to Minecraft that are coming that they had to wait for; and what they were waiting for might surprise you. 26:59  We suspend the conversation, and explain that listeners will have to wait to hear about the rest of the topic on next week's episode. (See what we did there?) _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Connect with Colin on LinkedIn HERE. Follow Colin on Twitter HERE. Click HERE to learn more about Professor Ryan Hamilton of Emory University.  To learn more about Beyond Philosophy's Suite of Services Click here.

I get mad when people waste my time. It's probably why I have such a beef with cable companies and organizations' call centers that have long hold times. Wasting someone's time is also a waste of an opportunity to deliver an excellent customer experience.  The source of my ire is likely tied to time being our most precious resource by some estimations. Therefore, when you waste it, you are careless with something with a finite supply. Some of us have more than others available—or left as the case may be.  So, when an organization wastes customers' time, it can be one of the worst things they could do to increase customer loyalty and customer-driven growth. Would you want to be anxious to return to an experience that wasted yours? Not bloody likely, I say.  By contrast, saving time is among the most essential things you could do for a customer. People will pay a premium for it, too.  Regarding time and customers, one of the most essential things you can do is to make it worthwhile. In other words, any time customers give you should return to them as a memory of time well spent.  The ideas expressed thus far here are not ours. Time progression is a critical area that key opinion leaders in the experience economy are exploring these days.  In this episode, we host Strategic Horizons' Joe Pine, author of The Experience Economy and co-founder of the concept of Time Progression, to discuss what that means and how it can influence how customers respond to your experience.  Here are some other critical moments in the discussion: 03:22  Colin asks Pine to explain the concept of Time Progression to the listeners who have yet to become familiar with it.  09:49  We discuss organizations doing interesting things with time analysis that companies would be wise to emulate and those that have decided to take up more customer time that companies should not. 19:25  Pine explains why healthcare is a transformational experience, so it should do better with patients' time progression. 26:02  We discuss where we think SMART products should go, as Pine wrote in HBR in his article, "Are Your Digital Platforms Wasting Your Customer's Time?" 28:53  Pine shares his practical tips for how to improve your performance regarding time progression with customers. _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Connect with Colin on LinkedIn HERE. Follow Colin on Twitter HERE. Click HERE to learn more about Professor Ryan Hamilton of Emory University.  To learn more about Beyond Philosophy's Suite of Services Click here.

We have all been there. We think we did something great, and we look forward to getting the feedback that tells us so. Unfortunately, when we do get the feedback, we discover that we weren't quite so great as we thought we were. It's a matter of perception and understanding this concept can help avoid this mismatch in the future.  One of our listeners, Damien, found himself in this pickle recently. His organization has delivery stats that paint a glorious picture of achievement. However, the customer surveys do not paint delivery with that brush at all. So, Damien asks, why the discrepancy? The problem could be a challenge with perception. The internal organization has one perception of performance, the customers have another. If perception is reality, which one matters?  (Hint: say the customers. Okay, not a hint so much as a gimme, but we do our best here.) From a psychological perspective, perception isn't the correct term. In fact, psychologists would only have perception as one part of what is going on here. To summarize, psychologists would submit that perception applies only to receiving the information through our senses. How we interpret and compare the perceived experiences to our expectations is the reason for the discrepancy.  In this episode, we take a deeper dive on what is happening here to Damien's organization, and what they—and you— can do about it.   Here are some other key moments in the discussion: 02:05  We hear about Damien's pickle and why he needed our help. (Do you have a business pickle, too? Tell us about it here.) 05:00  Before we move further into solving Damien's pickle, we define our terms in the style of psychology. 10:24  Ryan ignores Colin's request to get practical by exploring a very heady and philosophical example, Plato's Allegory of the Cave. 17:10  Colin explains how you can learn more about perception, interpretation, and evaluation of an experience and how it relates to memory by shopping for a TV in a showroom. 21:51  Colin shares a story about how he thought the Princess Lunch at Disneyland Paris was expensive; for the record, he didn't go alone but brought along his grandchildren. 27:20 We share our practical advice for how to understand how there was such a discrepancy in perception between Damien's organization and customers, and what to do about it.  _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Connect with Colin on LinkedIn HERE. Follow Colin on Twitter HERE. Click HERE to learn more about Professor Ryan Hamilton of Emory University.  To learn more about Beyond Philosophy's Suite of Services Click here.

18 months. That was the timeline Colin gave himself to move from a sales job to a general manager post. It was a long time ago now, the kind of thing one remembers when they look back over a decades-long career.  However, it also worked. Colin did make that transition, moving throughout departments and learning new skills, and always with the goal of moving to general manager. Ryan, being from academia, teaches an introductory marketing course to his MBA students. It's a class they take first semester when their enthusiasm and exuberance are high.  This abundance of energy also drives them to his office during office hours, hoping for some career advice. As an academic, Ryan has some for them, but recognizes that there is always room for more.  In this episode, we explore the key insights we have gained over the spans of our careers and share them with you. From taking advice from Colin's father to learning how to navigate the political quagmires that many organizations foster, we give you some areas to focus on to get where you want to go.  Here are some other key moments in the discussion: 04:06 We kick it off by explaining that over the years we have seen jobs come and go and job come from out of nowhere that can change the course of a career for good or ill. 08:39  Colin shares some advice he learned from his dad, which on its face seems simple, but in truth is the one thing everybody looks for and appreciates.  12:30  We talk about the importance of looking down the road in a career rather than on the part right in front of you; you don't want to be 50 or 60 and realize that you were headed the wrong way. 17:19  We share a strategy that seems counterintuitive, that sometimes the way forward is taking a step back or sideways.  20:17 Colin discusses how there is always something to learn, even in a bad job, so don't forget to notice what you shouldn't do in your career. 25:00 We talk politics (no, not those politics), and how you can use them to your advantage when you understand them in your organization. _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Connect with Colin on LinkedIn HERE. Follow Colin on Twitter HERE. Click HERE to learn more about Professor Ryan Hamilton of Emory University.  To learn more about Beyond Philosophy's Suite of Services Click here.

At first glance, authenticity appears straightforward. To be authentic, one simply needs to be genuine in their thoughts and actions. However, as is often the case with our discussions in the podcast, the subject becomes complex under scrutiny.  Our motivation to discuss authenticity stems from a podcast listener's request. They find themselves grappling with authenticity in their experience and want to know how to improve and leverage it to generate growth with their customers. Consider the Sherlock Holmes Museum in London. It has meticulously recreated Holmes's apartment. As part of the London School's team, Professor Kent Grayson, MA, PhD, a scholar fascinated by authenticity, would engage museum visitors by posing a seemingly absurd question: Is the apartment portrayed in the museum authentic? However, it's a silly question. It cannot be authentic since Sherlock Holmes himself lacks authenticity. Nevertheless, individuals earnestly responded to Professor Grayson's query. Some offered genuine critiques, pointing out anachronistic furniture pieces and other details. It was ironic that the attendees thought that the fictional place inhabited by an imaginary detective was inauthentic because the end table was from the wrong period…but there it is. In this podcast, we discuss authenticity and how it matters in Customer Experiences. What we discover is elementary, our dear Watsons. Here are some other key moments in the discussion: 02:05   Ryan explains about the London Business School Professors research about the authenticity of the Sherlock Holmes Museum.  07:02  We discuss how a thing doesn't have to be real to be authentic; it just has to feel real. 13:22  Colin explains that every experience is authentic; however, what it reflects about an organization might not be what customer want or value.  20:38  We cover the idea that the customer perception is key, so making customers feel an experience is authentic is essential. 30:03  We discuss the key takeaways that we have from this discussion and how it can help your experience. _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Connect with Colin on LinkedIn HERE. Follow Colin on Twitter HERE. Click HERE to learn more about Professor Ryan Hamilton of Emory University.  To learn more about Beyond Philosophy's Suite of Services Click here.

Have you ever noticed how many vitamin options there are at a drug store? If not, you should know there are hundreds. It is bloody overwhelming.  All these vitamins got us thinking about differentiation. If your product isn't that different from another, like a B-12 vitamin, how do you differentiate yourself from the competition?  Vitamin companies are not alone here. One of our listeners wrote in with a business pickle about differentiation on how to have it in an ever-competitive market. The answer lies in the experience. But how? What does differentiation even mean? And what does B-12 do for you anyway? (It does lots of stuff, by the way; you should probably take it if you don't get enough.) When you are too close to something, you might have a hard time seeing what your differentiation could be. Your usually helpful depth of offering knowledge can be a hinderance. The nuances of competitive improvement might be authentic but too deep in the minutiae to distinguish you.  In other words, your competitive advantage might be real, but really boring to your customers. So, instead of coming up with something that is a competitive differentiator, you come up with this minor detail, emphasizing something the customer doesn't care about or doesn't recognize they should. Therefore, it takes an outside perspective sometimes to see what is possible regarding differentiation. And sometimes, this differentiation from the outside is disruptive and turns everything in your industry on its ear.  In this episode, we explore the ways our listener and you can differentiate yourself from the competition. As a bonus, we package it into five rules that you can use to drive your actions.  Here are some other key moments in the discussion: 06:44  We kick off the discussion with the first rule, which tells us that different means different and not just a little different. (They do get better, we promise.) 10:07  We get into the discussion about how disruption is often the key to differentiation that matters; otherwise, everyone ends up chasing the same goals and having little variance from one another.   17:50  We introduce the third rule, which is define the Who and the How Much, two key areas for besting the competition.  22:49 Rule number four says what are you going to differentiate on, meaning what area of your offering will be your competitive advantage.  25:35 We introduce the last rule, which is shamelessly bias, that experience is the hardest thing for your competitor to copy.  _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Connect with Colin on LinkedIn HERE. Follow Colin on Twitter HERE. Click HERE to learn more about Professor Ryan Hamilton of Emory University.  To learn more about Beyond Philosophy's Suite of Services Click here.

Many organizations are making a common mistake when it comes to AI. They fail to capitalize on the potential to enhance Customer Experiences through this powerful technology by building it incorrectly. By changing their strategic approach, they could gain a significant competitive advantage. Take, for instance, a telecom company that developed an AI system to detect customer churn. While it successfully identified customers likely to churn, it fell short in explaining why they were leaving. Here's the issue: AI models excel at predicting customer behavior but lack the ability to establish meaningful connections and provide context for the data. It's akin to Deep Thought from The Hitchhiker's Guide to the Galaxy revealing that the answer to life, the universe, and everything is 42. It may be a correct answer, but we're left without understanding the underlying context. The mistake lies in how organizations set up their AI systems. The outcome resembles the ambiguous answer of 42. What we truly need is the context that explains the reasons behind it. In this episode, we explore the mistake many organizations are making with AI and what might happen if the Flat Earthers get a hold of it. Chances are their answer will be about as useful as 42. Here are some other key moments in the discussion: 01:42  Colin kicks it off by asking how to link together The Hitchhiker's Guide to the Galaxy, Flat Earthers, and Artificial Intelligence, and how that relates to the opportunity inherent in AI systems. 09:11  We describe the difference between machine learning and deep learning under the larger umbrella of AI work, and why machine learning might have biases written into its code. 14:44  Colin explains what Flat Earthers have to do with all this, and explains what they believe, suggesting that listeners watch this clip from the ABC News YouTube channel. 20:08  Colin share the big danger of all this, particularly when you consider the parts of Customer Science that are coming as a new wave of change. 29:16 We share our big takeaways from the discussion and how organizations would be wise to improve their AI strategy. _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Connect with Colin on LinkedIn HERE. Follow Colin on Twitter HERE. Click HERE to learn more about Professor Ryan Hamilton of Emory University.  To learn more about Beyond Philosophy's Suite of Services Click here.

  _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Connect with Colin on LinkedIn HERE. Follow Colin on Twitter HERE. Click HERE to learn more about Professor Ryan Hamilton of Emory University.  To learn more about Beyond Philosophy's Suite of Services Click here.

You wouldn't think to look at it that The Magic Castle hotel in Los Angeles has been ranked in the top ten hotels on TripAdvisor, but it has. A converted apartment building has turned its unassuming appearance into an excellent experience for its guests, and how they do it isn't that big of a thing, quite the opposite. It's the little things make a big difference in their customer satisfaction.  In this case, it's things like a popsicle hotline that makes this small hotel a surprisingly successful one. People who use the hotline—aka a red phone with a sign over it that reads, “Popsicle Hotline”—poolside receive a popsicle from the staff. Now, people remember this small thing when they talk about their experience. However, there are countless little things that happen in an experience that they don't remember. These little things often create value to customers. However, since they don't always remember them later when asked, they keep them a secret. In other words, they can't tell you because they didn't remember that moment specifically.  In this episode, we explore the little things in an experience that create value for customers and what you can do to leverage these types of moments in yours. Here are some other key moments in the discussion: 04:48   We both share many small things that can occur in an experience and how they create value.  09:34  We get into the idea of nudges and how they can affect our judgment of quality for an experience. 13:51  Colin shares an example of how small things can also change an experience and customer behavior at the same time, which just might save the world.  20:11  We talk about how you can apply this idea of convincing people to change in your experience with a little nudge and how to leverage that for experience improvement. 24:02  Colin explains how the Emotional Signature can help in your efforts to determine what are some of these “secret” things that matter to customers.  28:21 We share our practical advice for applying this concept of improving small things for people in your experience. _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Connect with Colin on LinkedIn HERE. Follow Colin on Twitter HERE. Click HERE to learn more about Professor Ryan Hamilton of Emory University.  To learn more about Beyond Philosophy's Suite of Services Click here.

You probably don't say no to people enough, especially if it's to your boss. Like most of us, you are conditioned to cooperate with others, which means we usually say yes to most requests to avoid conflict. However, learning to say no in the right way, might also avoid conflict while simultaneously giving you back control over your life.  We host author Vanessa Patrick, Associate Dean for Research, Professor of Marketing, and researcher in the Consumer Behavior Marketing field, to talk about this right way to say no based on her book, "The Power of Saying No: The New Science of How to Say No to take Charge of Your Life." Patrick addresses this critical skill in her book, as well as its relationship to saying no to ourselves through self-regulation or self-control.   Patrick's past research often depicts self-control as an upbeat version of self-discipline. Self-control serves as a reflection of your values, rather than self-imposed constraints. Patrick believes defining and defending these boundaries to others enables you to make decisions that create more fun and happiness in your life, particularly regarding the things you already said yes to.  In this episode, we explore the idea of personal policies, or the rules we set that should guide our decisions. Calling it compassionate self-control, Patrick says this approach facilitates having your needs driving your decisions. It also means that instead of looking out for cues from other about how to respond to these requests, we look within ourselves.   Here are some other key moments in the discussion: 01:29 Ryan introduces our guest and who then talks about her past research and explains how that led to the premise behind her new book. 06:16 Patrick explains the three competencies she identified that are essential to the “Art of Empowered Refusal.” 16:01. We discuss the significance of personal policies to guide your decisions and the two forms they can take to aid in that effort. 25:06  Patrick explains the importance of using empowering language, especially when talking to ourselves.  32:05  We discuss the practical applications of this concept in your life and how you can leverage Empowered Refusal in your life and work.  _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Connect with Colin on LinkedIn HERE. Follow Colin on Twitter HERE. Click HERE to learn more about Professor Ryan Hamilton of Emory University.  To learn more about Beyond Philosophy's Suite of Services Click here.

Your customers are having a relationship with your brand right under your nose. Do you know if it's a strong, healthy one? Our connection with brands is much like any other relationship in our lives, with some being healthy while others are not. Unfortunately, it's not uncommon for people to form codependent or dysfunctional relationships with brands. Therefore, it's essential to build strong brand relationships with your customers. Despite being legalistic trademarks, brands have become an entity, almost human-like, with which people form a personal connection. The corporate structure with its trademarks, colors, taglines, and messaging guidelines are irrelevant to customers.  What matters is the brand's presence in customers' minds, memories, thoughts, and emotions. Creating an attachment is crucial.  Stephen Covey, the author of The 7 Habits of Highly Effective People, introduced the concept of the Emotional Bank Account years ago, which can apply to these relationships customers have with your brand. Emotional Bank Accounts have positive and negative deposits in them all the time, only the assets held within are how we feel about the brand.  Just like we have these accounts with people in our lives, brands also make deposits and withdrawals in these accounts. In this episode, we explore the ideas behind these five rules and how they help you form a strong emotional bond with your customers with a robust deposit history in their emotional bank accounts, ensuring their loyalty to your brand. Here are a few key moments in the discussion: 01:29  The podcast begins with the idea of brands and what they are. 08:04  We kick off the five rules, with the first one, “Focus on emotional benefits and value to your customers, not just on product features.” 19:13  We talk about the importance of storytelling and why it matters in branding. 20:25  Ryan explains that trust is foundational to the relationship but not the place to stop and why.  23:48  We share the final rule and explain why people need practical ways to make emotional connections, not wispy, ethereal concepts that don't mean anything in the real world.  _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Connect with Colin on LinkedIn HERE. Follow Colin on Twitter HERE. Click HERE to learn more about Professor Ryan Hamilton of Emory University.  To learn more about Beyond Philosophy's Suite of Services Click here.

Getting your new program initiatives accepted requires overcoming a lot. So, to help you get that done—and impress your boss doing it—you need to have a winning strategy.  The corporate budget is a funny thing. Getting approval on a budget in the corporate world doesn't mean you get to spend it. Quite the contrary. You often have to get the budget approved for what you might spend and then when you want to spend it, you get approval again.  When you read it written out like that, it sounds super inefficient and completely silly. However, my guess is that many of you that are responsible for a budget know exactly what we mean.   Plus, change is hard for people. As a champion of a business program that would result in significant change, you are already going to have a challenging time getting that approved. This episode helps you get through this inefficient and silly process successfully, and impressing your boss while you do it.  We share our tips and tricks for handling this process with clarity, influence, political awareness, realism, credibility, and professionalism.  Here are some other key moments in the discussion: 1:32 Colin shares a personal story about getting permission to spend his corporate budget, what he did to get it, and how it led to this podcast. 05:43  We share the first one about being clear about the goal and how numbers are essential to these discussions.  13:44 Now we explore how the good clear ideas you have that are supported by numbers need this critical spin so people can hear what you mean, followed by a foray into managing company politics. 21:52  We get into credibility, which is essential to convincing people to follow your way of thinking. 26:40  To round out the discussion, we get to the most important one, the one you have the most control over, professionalism.  _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Connect with Colin on LinkedIn HERE. Follow Colin on Twitter HERE. Click HERE to learn more about Professor Ryan Hamilton of Emory University.  To learn more about Beyond Philosophy's Suite of Services Click here.

Organizations often fail to consider the context in which customers enter the experience, assuming that every customer is the same. However, recognizing the context of a customer's experience is crucial to developing an effective customer strategy. Context is an omnipresent factor in customer experience. Depending on a customer's context, we must create a customized experience.  For instance, while working on a project for one of the cellular phone companies in the United States, we discovered that they treated customers who had lost their phone or had it stolen in the same manner. This oversight neglected the importance of context. Consider how you would feel if you had lost your phone in the back of a taxi. Most likely, you would feel foolish, right? Now, consider how you would feel if your phone was stolen. You might feel outraged, or scared, or both, which are different emotional responses than how you might feel after leaving your phone in a cab. Despite this, the mobile company treated both types of customers in the same way. They immediately requested the account number from both. However, we convinced them to determine what happened first, followed by ensuring the customer's safety if their phone was stolen. This simple change had an enormous impact on their experience design and outcomes. Thus, segmentation is a vital aspect of anticipating context. People bring unique perspectives and expectations to their experience. While segmentation is only one factor that can determine context, it is an excellent starting point. In this episode, we explore why context is crucial to customer experience design and how you can improve your understanding of your customer's context. Here are some other key moments in the discussion: 03:10.  We discuss how Kenneth Cukier's TED talk about “Big Data is Better Data” and how having data isn't enough to predict how people will interpret it.  07:12 Colin tests his theories with Ryan, who has his own context, which is always a fun activity. 10:20 Ryan shares an interesting demonstration of different contexts clashing in a researchers work with an isolated tribe in the Pacific. 14:20  Colin shares his recent insight about diversity, which he describes as a “blinding flash of the bloody obvious.” 18:09  We get into a discussion about changing a person's context gracefully and the skills needed here.  27:48 We share our advice for helping organizations improve their experience understanding and using context in experience design. _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Connect with Colin on LinkedIn HERE. Follow Colin on Twitter HERE. Click HERE to learn more about Professor Ryan Hamilton of Emory University.  To learn more about Beyond Philosophy's Suite of Services Click here.

Journey Maps can be useless exercises. That's right…we said it. However, these often-used tools don't have to be as useless as they usually are. Journey Maps are only useless if you don't include the customer's emotional journey in them.  Emotional journeys are the “squishy stuff” associated with why customers buy from you. Since customer's feelings are challenging to itemize, many organizations tend to leave them off. However, the result is a customer process, not a journey map.  After all, without this information, how can you expect to predict and anticipate customer behavior? Moreover, how can you design an experience that is so well positioned for customers' needs that they come back for more (and more)? In this episode— and at the behest of a very complimentary listener who says we actually taught them something (!!)—we explore how you can integrate customer behavior, and the emotions that drive that behavior, into your journey maps. We show you how all the things we talk about on this podcast apply in a practical way and can produce practical results, like an ROI.  Here are some other key moments in the discussion: 04:10  We explain how we will demonstrate the application of behavioral sciences concepts to a standard Journey Map that we made up about booking a hotel online. 12:15  We go through each of the ten concepts we agreed upon before the show, and then Colin adds a bonus one at the end, catching Ryan off guard.  21:29  Using the checklist of (now) 11 concepts, we begin taking you through the process of applying each one to the booking a hotel online journey map, starting with Customer Segmentation, and so on through the list.  27:05  Ryan points out that many times, changes in how organizations serve customers can have an inadvertent effect on how an experience ends, which is detrimental to the emotional journey.  32:58  Colin shares a personal story of how a rental car company bamboozled him into getting a car he couldn't afford after a long-haul flight across the pond, and it cost the company money as a result.  37:00  We share our final tips and key takeaways from this exercise and how it should help you have a more complete picture of the customer journey.  _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Connect with Colin on LinkedIn HERE. Follow Colin on Twitter HERE. Click HERE to learn more about Professor Ryan Hamilton of Emory University.  To learn more about Beyond Philosophy's Suite of Services Click here.

Having a high IQ isn't the most important thing for leadership. It helps, but intelligence isn't enough to make a great leader.  It turns out that IQ without EQ, or emotional intelligence, doesn't inspire teams to meet or exceed their goals. This EQ concept, popularized by Daniel Goleman, has been a crucial component of the leadership conversation for several years. Similarly, customer service representatives with high EQ are crucial for the emotional management of customers. The ability to understand and manage emotions is a crucial factor in ensuring customer satisfaction. EQ involves the ability to identify and manage our own emotions and the emotions of others, as well as understanding your reactions to situations and how they may affect others. In other words, leaders and customer service representatives who can remain calm and objective in stressful situations are more effective in their roles. In this episode, we will delve into the concept of EQ, what it entails, and its impact on leadership and customer service strategies. We will explore the five realms of EQ, starting with knowing your emotions. Here are some other key moments in the discussion: 03:26  We introduce EQ and Goleman's concept of the five realms of it, and how the first concept of it helped in Colin's recent weight loss efforts.  08:50  Colin shares a story about how 30 years ago as a middle manager he went to a 360-degree feedback event that fundamentally changed how he thought about himself.  12:51 Ryan talks about how he likes that unlike intelligence, EQ is something you can work on and improve, no matter what you were given naturally.  17:11 Colin talks about the most silent transaction he ever had at the grocery store, and why that employee might be in the wrong position in the store.  20:30  We explain how well you deal with change is an essential part of EQ, particularly if you have some work to do. 28:55  We summarize what we learned and how developing EQ can help one's leadership as well as improve the Customer Experience their organization delivers.  _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Connect with Colin on LinkedIn HERE. Follow Colin on Twitter HERE. Click HERE to learn more about Professor Ryan Hamilton of Emory University.  To learn more about Beyond Philosophy's Suite of Services Click here.

Vijay, one of our listeners, drew my attention to a deficit in my content regarding customer strategy. He asked if we had anything on customer engagement. After a search of both my hard drives (computer and memory), I realized that I didn't. To remedy this giant hole in our content, we recorded this podcast.  Now, part of not having any content on the subject means I didn't have a definition ready for the term. However, like anyone would these days, I fixed that with an internet search. I found an excellent one at HubSpot, another great one at Salesforce, and third at Qualtrics. Each of these definitions was unique and oddly familiar. However, together they do a great job of defining the general outline of the concept. To summarize them, let's say that customer engagement is about interacting with customers in a connected way through a variety of channels to build an emotional connection with them.  In a recent podcast with Customer Experience pioneer Joe Pine, we explored the idea of time well spent. One addition I might make to the combination definition from my previous three sources is to deliver an experience that a customer thinks of as “time well-spent.” Often when customers feel this way about your product, service, or experience, they will recommend it to their friends and family—which is an excellent indication of engagement.  In this episode, we explore the concept of customer engagement and how you can craft a winning strategy for it in your experiences. Plus, we fill a hole in our content to satisfy Vijay's request and feel better about the job we are doing engaging you with our content.  Here are some other key moments in the discussion: 03:53  We share definitions regarding Customer Engagement and how we agree and disagree with part of them. 10:44  We discuss how finding a new idea in marketing is essential, so, reengaging old concepts under a new name is fine if it means solid strategy comes back into fashion.  17:02  We revisit the idea first shared by Pine on an earlier podcast about how engagement is also about time, from giving it to you to thinking of what was spent with you as a good investment.  20:52  Ryan offers his critique about the concept of customer engagement and a common mistake many organizations make when trying to improve it.  22:43  Colin share his key takeaways about the concept and how you can apply a practical strategy for engagement moving forward.  _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Connect with Colin on LinkedIn HERE. Follow Colin on Twitter HERE. Click HERE to learn more about Professor Ryan Hamilton of Emory University.  To learn more about Beyond Philosophy's Suite of Services Click here.

Welcome to the Conscious Millionaire Show for entrepreneurs,  who want to create an abundant future for themselves and humanity. Heard by millions in 190 countries.  Do you want to put more money in the bank, create a powerful impact, and enjoy a purposeful life? This is the podcast for you! Join host, JV Crum III, as he goes inside the minds of Millionaire Entrepreneurs and World-Class Business Experts. Today's featured episode... Colin Shaw: Understand the Consciousness of Customers Colin Shaw is recognized by Linkedin as one of the 'World's Top 150 Business Influencers', where he has 291,000 followers. His consultancy Beyond Philosophy, focuses on conscious outcomes for business owners and has been recognized by the Financial Times as 'one of the leading management consultancies for the last four years. He is the co-host of the highly successful Intuitive Customer podcast. Like this Podcast? Get every episode delivered to you free!  Subscribe in iTunes Download Your Free Money-Making Gift Now... "Born to Make Millions" Hypnotic Audio - Click Here Now! Please help spread the word. Subscribing and leaving a review helps others find our podcast. Thanks so much! Inc Magazine "Top 13 Business Podcasts." Conscious Millionaire Network has over 3,000 episodes and millions of listeners in 190 countries. Join us as a regular listener to get money-making secrets on how you can grow your business and profits faster!