The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
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The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
We believe you should laugh and learn! 'The Intuitive Customer' podcast achieves this. Hosted by Colin Shaw, recognized as one of the top 150 business influencers by LinkedIn, where he has over 283,000 followers, and Prof. Ryan Hamilton, Emory University, discusses how you can improve your Customer...
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414 episoodi
The Thrill of the Chase: Why Anticipation Beats Ownership
Episode Overview
Ever buy something you couldn’t wait to get—and then let it sit in the box for days (or weeks)? You’re not alone. Guest host Mo...
When Rebrands Go Wrong: Lessons for Customer Experience Leaders
In this episode of The Intuitive Customer, Professor Ryan Hamilton is joined by guest host Ben Shaw to explore the high-stakes world of rebranding.
AI That Listens: Why Real-Time Feedback is the Future of Customer Experience
Traditional customer feedback is broken. Post-call surveys and quarterly reports are too slow, cumbersome, and overly focused on the company’s needs r...
Brand Archetypes: Straightjacket or Springboard for CX?
In this episode of The Intuitive Customer, Professor Ryan Hamilton is joined by guest co-host Ben Shaw, Chief Strategy Officer at MullenLowe, to explo...
Your Customers are Lazy... and Bored: How to Use That to Your Advantage
Your Customers are Lazy... and Bored: How to Use That to Your Advantage
Show Notes:
This week on The Intuitive Customer, Colin takes a st...
Why Customer Satisfaction Hasn’t Budged in 30 Years: Two new guest experts tell us why
In this milestone episode, The Intuitive Customer undergoes a transformation. Colin Shaw announces a step back from the regular hosting role, promptin...
From Legacy to Loyalty: The Practical CX Playbook That Drives a 90 NPS
You can theorise about Customer Experience all day, but gaining a Net Promoter score of 90 is not a theory. It shows a great focus and implementation...
How To Make AI Work in the Real World of CX
In this episode of The Intuitive Customer, Colin Shaw speaks with Andy Traba, VP of Product Marketing at NICE, about the company’s new mission: Creati...
AI vs. Human: Are You Making The Right Choice or a BIG Mistake!
AI is taking over—well, at least some parts of customer service. But how do you know when to automate and when to stick with the good old-fashioned hu...
The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things
How do you grow your revenues without upsetting your existing customers?
In this episode, Colin Shaw and Professor Ryan Hamilton dive into the...
What Customers Really Think About Your AI Experience: Academic Research Reveals the Truth.
Have you ever said “thank you” to a chatbot or Chat GPT? Well, you’re not alone—and you might just be weirder than you think. It turns out AI can be m...
The Brand Builds The Promise; Customer Experience DOES NOT Deliver! Why?
How happy are you when you buy auto insurance? If your answer is anything other than thrilled, you’re not alone. In fact, years ago, a UK insurance co...
AI Won’t Save Your Customer Experience—But This Might...
Everyone’s talking about AI like it’s some kind of CX fairy godmother—“Bibbidi-bobbidi-boo! Your NPS just went up 50 points!”
Spoiler alert: it...
🎉 400th Episode Of The Intuitive Customer Podcast! - These Are Our Biggest CX Lessons
Eight years, 750,000 downloads, and 400 episodes later, The Intuitive Customer is celebrating this major milestone! In this episode, Colin Shaw and Pr...
How Your Customers Judge You Before You Even Open Your Mouth
First impressions aren’t just important—they’re everything. Research shows that customers, clients, and even your colleagues are forming opinions abou...
10 Proven Ways Guaranteed To Build Trust In Your Customers!
Trust: it’s the glue that holds relationships together—both personal and professional. Yet, so many businesses get it wrong. In this special milestone...
Why Short-Form Content & Thinking is Destroying Your Customer Experience And Your Career.
Are we thinking less in the age of information overload? In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton discuss the...
Tiny Tweaks That Can Have a BIG Effect (And Why They Sometimes Don’t)
🔹 Ever wonder why you always end up choosing the medium popcorn, even when you weren’t hungry? Or why some websites magically guide you toward the “b...
The Psychology Of Discounts: Are You Inadvertently Training Your Customers?
Discounting—it feels like a surefire way to attract customers, right? Everyone loves a good bargain. But what happens when discounts stop being a tool...
7 Ways To Break Organizational Silos; The Silent Killer Of Customer Experience
🚀 Are your departments working together or just co-existing in polite chaos?
Organizational silos are the silent killer of customer experience....
Psychological Pricing: 7 Practical Tips You Can Use Today to Boost Sales
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...
How to Evoke Emotions That Make Customers Come Back for More
Episode Summary:
Are you evoking the right emotions in your customers, or are you unknowingly driving them away? In this episode, Colin...
Silence Is Killing Your Business: The Innovation Cost of Quiet Teams
Episode Summary:
How can you create an environment where your team feels safe to speak their minds without fear of judgment or reprisal? In this...
10 Career Lessons You Need to Thrive in 2025
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...
Breaking the Routine: How to Help Customers Form New Habits
In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton delve into the fascinating world of customer habits. Colin shares hi...
Tariffs, Technology, and Trends: What 2025 Means For You and Your Customers
In this episode of The Intuitive Customer, Colin Shaw and Ryan Hamilton dive into the predictions shaping 2025 and their implications for customer exp...
5 Ways You Can Tell When You Are Being Ripped Off! ...And What To Do About It!
"If something feels off, it probably is. Trust your instincts and push for clarity—because informed customers are empowered customers."
...
Discover the key insight from 2024 and a plan for how to progress in 2025!
Episode Summary:
In this special end-of-year episode, Colin Shaw and Professor Ryan Hamilton reflect on 2024, sharing personal and professional...
Here is How to Get Your Organization to Be More Customer-Centric
We are frustrated. Despite years of effort across industries, customer satisfaction has only seen marginal improvement since the 1990s.
By margi...
How to Avoid Conflict Between Your Customer Segments to Gain Growth
Growth is essential for businesses. However, new customers with varying needs, preferences, and identities often accompany growth. Worse, these new cu...
When Is The Right Time To Implement A Customer Loyalty Scheme?
Deborah has a pickle. She is considering implementing a Loyalty Scheme but isn't sure when and how to do so. She thought we could help.
We can...
Why Do Customers Tell Me One Thing But Give Me Feedback That Is Different?
Why do customers tell you everything is fine when you ask them face-to-face but then give you a less-than-optimal rating later in a survey? Is everyon...
Why Government Regulation of Some Aspects of a Customer’s Experience is a Good Thing
Let's talk about government and Customer Experience. It might surprise you that government and Customer Experience have a tighter relationship than yo...
Are We Reaching a Turning Point in the AI Hype Cycle?
Taking unproven routes can lead to exciting new possibilities. However, it could also lead to potential failure. That's what makes life interesting, i...
How Acting on Case Studies Can Irrevocably Damage Your Career
Over the course of three years, Maersk Line improved its Net Promoter Score (NPS) by an impressive 40 points, resulting in a 10% increase in shipping...
The Three Most Exciting Pieces of Research That No One Knows About!
If there is one thing that academics know how to do, it’s publish new research. It seems that umpteen studies are published every hour. It can be over...
The Powerful Influence Superstition Plays in Customer Decision-Making
Colin doesn’t sit in aisle 13 when he flies on an airline. It’s silly but true. He also fancies his red knickers on days when he is speaking in front...
My House Was Recently Flooded! This Taught Me How to Treat Customers in Distress
Hurricane Debbie dumped 17 inches of water in Colin's home.
It was a traumatic experience, from wading through the murky water to the neighbor’...
Discover The Secret of How to Gain Actionable Customer Insights
Customer feedback is critical to managing and improving your customer experience but it isn’t easy to get. Worse, it isn’t always useful and enlighten...
Great Tips on How to Run a Successful Workshop and Motivate Your Audience
One of the benefits of being in business and academia for years is that we have a lot of experience running workshops. This episode is a brain dump of...