Podcasts by The Intuitive Customer - 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 a global influencer on Customers, and Prof. Ryan Hamilton, Emory University discusses how you can improve your Customer Experience and gain growth.
This review sums it up: "The dynamic between the two hosts absolutely makes this podcast. Each brings a unique take on the topic, their won perspective, and play off each other sense of humor. I come away after each episode with a feeling of joy and feeling a bit smarter".
It is brought to you by Beyond Philosophy through our consultancy, training, and market research.
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Further podcasts by Beyond Philosophy LLC
Podcast on the topic Marketing
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One of The Biggest Mistakes Made Today Is Confusing Inertia With Loyalty from 2023-12-09T07:00
During a recent discussion with a valued client, I uncovered an interesting revelation. While they were delighted with their repeat business, which they attributed to customer loyalty,...
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Unleashing the Power of AI vs. Human Touch: Which Delivers a Superior Customer Experience? from 2023-12-02T07:00
Unleashing the Power of AI vs. Human Touch: Which Delivers a Superior Customer Experience?
I often say, "None of us are as clever as all of u...
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How do I get the whole organization to truly embrace the customer? from 2023-11-25T07:00
My client is disappointed with their results. Their experience improvement efforts have been successful, but not as wildly successful as they had hoped.Listen
How 'Regret' is The Most Powerful Tool in a Marketers Armory from 2023-11-18T07:00
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 emoti...
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Crucial success factor: 8 ways to get others to sell your product for you from 2023-11-11T07:00
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 an...
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Discover the 14 game-changing opportunities and risks awaiting you in 2024 from 2023-11-04T07:00
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...
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A surprising truth! Customers really don't want choice and what to do about it from 2023-10-28T07:00
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 wi...
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Unleash the power of this framework to drive brand success! from 2023-10-21T07:00
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 wa...
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Why customers change their minds and make sure it's to your advantage! from 2023-10-14T07:00
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 ha...
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Why we all don't plan effectively. It's not what you think it is! from 2023-10-07T07:00
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 regardi...
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The growing trend of adding 'additional fees', is this good or bad? from 2023-09-30T07:00
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 al...
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Rant Alert! These things drive me NUTS in a restaurant, what can we learn? from 2023-09-23T07:00
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 heckli...
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How can I establish a reputation for low prices WITHOUT seeming cheap and of low quality? from 2023-09-16T07:00
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. Listen
Are you ready to implement AI and improve your customer experience? from 2023-09-09T07:00
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.
... Listen
Maximise your pricing by using these 3 simple tactics to gain profit from 2023-09-02T07:00
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 som...
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8 tips to make the time your Customers wait seem acceptable from 2023-08-26T07:00
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 u...
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Learn how the time Customers wait reveals how internally focused you are from 2023-08-19T07:00
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 (...
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Critical Thinking: Where are you on this new customer time paradigm? from 2023-08-12T07:00
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 als...
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How perception plays a critical role in building a great Customer Experience from 2023-08-05T07:00
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 ...
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Want to build a successful career? Follow these key insights from 2023-07-29T07:00
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...
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What really is an authentic experience and does it really drive growth? from 2023-07-22T07:00
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 discussion...
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How do we differentiate our experience in an ever competitive world? from 2023-07-15T07:00
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. <...
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How to avoid this preventable mistake too many are making with AI from 2023-07-08T07:00
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 buildi...
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Here's why the small things in your experience are the most significant from 2023-07-01T07:00
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Did you know we have a YouTube Channel too? Listen
The astounding reason customers buy that they keep a secret from 2023-06-24T07:00
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...
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The power of saying 'no'! Use this new framework to help you control you life from 2023-06-17T07:00
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 requ...
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5 Rules for forming an strong relationship with your customers via your brand! from 2023-06-10T07:00
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 an...
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This is how to impress your boss and a Business case for change accepted from 2023-06-03T07:00
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.Listen
Context is king! Why too many organizations fail to understand this from 2023-05-27T07:00
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 ex...
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How to integrate Customer behavior into your journey maps to gain ROI from 2023-05-20T07:00
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 d...
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How will knowing yourself and managing your emotions make you a better leader from 2023-05-13T07:00
Having a high IQ isn’t the most important thing for leadership. It helps, but intelligence isn’t enough to make a great leader.
Lets really understand what Customer Engagement is and how to improve it from 2023-05-06T07:00
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 ha...
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Considering a career change? Here are 10 rules for building a successful consultancy from 2023-04-29T07:00
If you have been listening to us for a while now, you probably know about our “I’m in a Pickle” podcasts and the “5 Rules” series. If so, and you’re a fan, today is your lucky day bec...
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Why is my product not selling despite research that tells me Customers love it? from 2023-04-22T07:00
One of our listeners has a pickle. They did research that told them a product was just what their customers wanted, so they developed and launched it. But now, there are no sales. The...
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Learn from this! The best and worst decision made in our years of experience from 2023-04-15T07:00
We will admit it. We have made mistakes in our lives. It’s only natural that some of the calls you make in your journey are going to be bad ones. Believe it or not, we are thankful fo...
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FOMO is a powerful marketing tool, are you making the most of it? from 2023-04-08T07:00
Did you know that FOMO, or Fear of Missing Out, is a powerful motivator for customer behavior? Organizations today should find ways to leverage the power of FOMOListen
How to improve this most underestimated part of your experience! from 2023-04-01T07:00
This Podcast produced in partnership with Zuper™.
You are probably underestimating the importance of a v...
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When brands make silly mistakes: 5 rules guaranteed to ensure your failure from 2023-03-25T08:00
A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the com...
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Employee Experience is just a fad stupid! Or is it really the future? from 2023-03-18T08:00
Fads come and go. From Tamagotchi’s to fidget spinners, we have seen plenty come and go. However, one fad that will never go out of style is treating your employees as the valuable re...
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80% of the companies fail to increase their satisfaction since 2010, why? from 2023-03-11T08:00
I have been watching the American Customer Satisfaction Index for over 20 years. Many years, there wasn’t anything too surprising in the report. However, recently there has been, and ...
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Discover True Value of an MBA: Just a Piece of Paper or a Must Have? from 2023-03-04T08:00
One of our listeners, Clive Hearst has a bit of pickle he needs our help with today. He wants to know whether he should invest the time and money in getting his MBA. He wants to know ...
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The Battle For Customer Attention: How To Come Out On Top from 2023-02-25T08:00
Time is our most valuable resource. It’s a resource that you aren’t able to get any more of, no matter what you do, and you are losing mor...
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Critical issue: How to increase your price without losing Customers from 2023-02-18T08:00
Price increases are part of today’s business environment. Unless you live on the moon, you are experiencing them from your suppliers, too, and will pass those on to your customers als...
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Bad mistake! Is too much choice responsible for destroying my revenue? from 2023-02-11T08:00
How long does it take to choose a craft beer at a big box liquor store? Four hours.
That’s what it felt like anyway. Why...
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How ChatGPT will massively disrupt many industries and democratize AI from 2023-02-04T08:00
I have written seven books, countless articles, and tons of keynote speeches, not to mention thousands of emails. As a writer, through and through, I know how difficult it can be to s...
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These are the critical questions to see if your segmentation is effective! from 2023-01-28T08:00
If you have customer segments that read like the drink sizes on a fast-food menu, then this podcast is one you really need. The fact is many organizations get customer segmentation wr...
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7 key strategic questions essential for gaining growth in 2023 from 2023-01-21T08:00
It’s a new year so we decided we needed an update. A few years ago, we gave you some rules for gaining growth. But times have changed, and so the rules need to change, too. Therefore, we took a...
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How do I discover if my customer has decided to buy? from 2023-01-14T08:00
In sales, it can be tough to know when a customer is no longer deciding but already decided—unless, of course, they tell you that out loud. So, it is incumbent upon you to read the signs that a ...
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An Authoritative view: Three Pioneers of CX Predict Big Changes in 2023 from 2023-01-07T08:00
Every so often, I get a chance to chit-chat with colleagues of mine about the future of customer experience. This time, my colleagues were pioneers in customer experience, Listen
5 rules guaranteed to make you an effective leader from 2022-12-31T08:00
A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and me...
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Wow! It's been an interesting year! This is what we have learned... from 2022-12-24T08:00
The end of a year is always a nice reminder to reflect on time passed. It’s a regular milestone where you can check in on your experiences and remember the lessons gained from another trip aroun...
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New Year's Resolutions: Why some people win, but most people lose from 2022-12-17T08:00
Ah, yes! It’s the most wonderful time of the year. When we reflect upon the passing year and make plans for the New Year: what we want to keep, where we want to be, and how we need to change. Th...
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Want your post to go viral? Here is the secret formula... from 2022-12-10T08:00
Going viral is the goal of any passionate social media poster. Posting your content and watching as the views and shares grow exponentially is the dream for marketers trying to build a brand onl...
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Embrace this amazing way Customers evaluate you to gain success from 2022-12-03T08:00
Customers are fickle. Or at least they appear to be. What once may have exceeded your customer’s expectations one day becomes ordinary the next. That’s because People become less sensitive to ch...
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Don't panic! Here are the many advantages to a recession from 2022-11-26T08:00
Recession is a natural step in the economic cycle, but it’s easy to get overwhelmed by all of the bad news. When economic downturn occurs, we all feel it. Listen
It's time to move your Customers to where you want them to be from 2022-11-19T08:00
Claire Hillman, a loyal listener, a subscriber to our NL, Why Customers Buy, and viewer of our podcast on our ne...
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In an increasingly MAD world here are 5 rules for managing uncertainty from 2022-11-12T08:00
A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and me...
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Learn how to make influence your new super power today! from 2022-11-05T07:00
What if we told you that we know how you could develop a superpower? You can. We know you can because the method for it it was developed by a Yale’s assistant professor of marketing that was onc...
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FEAR! One of the greatest marketing motivators of human behavior from 2022-10-29T07:00
Neither of us is much of a runner. In fact, to get us to run with any kind of speed would require some motivation—like a tiger chasing us. That’s because fear is a powerful motivator. Fear is al...
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Despite all my hard work my key performance indicators are not moving! Why? from 2022-10-22T07:00
This week on our podcast and Intuitive Customer YouTube channel, we address a listener’s “Pickle” with our “I’m in a Pickl...
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Incredible! Why so many organizations are missing this massive opportunity! from 2022-10-15T07:00
Organizations need to embrace that emotional side of their experiences. Not only to design an experience that surprises and delights their customers, but also so their Artificial Intelligence wo...
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Why video is the untapped jewel to greatly enhance your customers experience from 2022-10-08T07:00
This podcast was created in partnership with Streem
Delta thinks I am a liar. Or at least it f...
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How customers memories can be altered and why we all forget things. (Memory Mini series 3/3) from 2022-10-01T07:00
When it comes to the behavioral sciences, I love their take on memory. I love it so much, that we did a podcast mini-series on it in three parts.
... Listen
Loyalty is a function of memory, this is how memories are built. (Memory Mini series 2/3) from 2022-09-24T07:00:15
Memories do not exist alone. They are networked…and this network isn’t a bunch of the same kind of information arranged in neat order and categorized by type. It’s a network of different memory ...
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Our behavior is motivated by what we recall, so how are memories formed? (Memory Mini series 1/3) from 2022-09-17T07:00:38
Memory is crucial to customer strategy. Understanding customer behavior requires a fundamental understanding of how we access and use memories in our daily life and how it drives decision making...
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The Big Miss! - How Organizations Overlook the Value of Emotions from 2022-09-10T07:00:36
What did you do during the lockdown? Did you take up a hobby or a new exercise program? Did you watch hours of news coverage hoping for some good news? Were you in the kitchen working with your ...
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5 rules for a highly successful customer experience implementation with amazing ROI! - A case study from 2022-09-03T07:00:06
A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and me...
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The Myth of Experience from 2022-08-27T07:00:13
Intuition is a concept that plays a major role in decision-making for all humans. Intuition is the way we can “know” things without using our reasoning. It is based on our instincts and experien...
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The future today! How to build a proactive experience to gain growth and save costs! from 2022-08-20T07:00
My iPhone is getting bossy. It suggested widgets based on the time of day I was using it. This proactive experience is the future of experiences. Unfortunately, few organizations know how to bui...
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What is your personality type, and how does this affect your success? from 2022-08-13T07:00:28
Is your idea of an ideal evening a nice meal at home and a book or a Netflix queue?
Or would you rather be at a cocktail party with p...
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Wow! The world is going crazy! Here are some examples of what NOT to do! from 2022-08-06T07:00:06
We hope you enjoy today's show. If you do, could vote for us in the People's Choice Podcast Award? It doesn't take long to cast your vote and it would real...
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AI is just opinions written in code! Have you built in AI Ignorance? from 2022-07-30T07:00:37
We hope you enjoy today's show. If you do, could vote for us in the People's Choice Podcast Award? It doesn't take long to cast your vote and it would real...
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The implications of the Long Tail in todays environment from 2022-07-23T07:00:09
We hope you enjoy today's show. If you do, could you vote for us in the People's Choice Podcast Award? It doesn't take long to cast your vote and it would ...
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The cost of living crisis and increase response rates from 2022-07-16T07:00:49
We hope you enjoy today's show. If you do, could vote for us in the People's Choice Podcast Award? It doesn't take long to cast your vote and it would real...
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How to be funny and use humor in business to your advantage from 2022-07-09T07:00:01
When I was still a lad, around 10, I brought home a school report that read, “Colin is the class clown.” I am still proud of that report card to this day. Humo...
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As brick&mortar retail bounces back where does the future lie? from 2022-07-03T19:40:39
I was recently out and about and thought how happy I was that the pandemic was behind us. Many people must feel the same way because retail is bouncing back after two terrible years. ...
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Breakthrough thinking: Why do we believe things that are not true? from 2022-06-25T07:00:50
Breakthrough thinking: Why do we believe things that are not true?
There was a car brand several decades ago in the UK called ŠK...
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5 Rules for Effective Customer Research That Make A Difference from 2022-06-18T07:00
Podcast Summary
A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our att...
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Why too many organizations do not take customer complaints seriously from 2022-06-11T07:00:17
We have another business pickle to address. This time it’s with Christine Jones who is having problem with her organization not taking customer complaints or the Voice of Customer pro...
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Is the move to self service better for your organization or the customer? from 2022-06-04T07:00:34
Your Customers Want Self-Service, and Here’s What You Need to Know about Why
You bend over backwards to provide helpful customer...
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Do Your Customers Trust You? Here Are Four Secrets to Discover What They Really Think from 2022-05-28T07:00
How do you know if someone trusts you? Is it how they talk to you? How much time do they spend with you? What do they say about you when you aren’t around?
We might ...
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The Future of Contact Centers is Enriching Human Interactions. Are You Prepared? from 2022-05-25T07:00
The contact center at many organizations doesn’t get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost ...
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Are You Really Confused? How You Describe Yourself is Not Seen By Others from 2022-05-21T07:00
Verint is an expert in the Voice of Customer and hav...
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Subscription Model? Is This Really The Best Approach for Me? from 2022-05-14T07:00
How many streaming services do you subscribe to? How many products are on Amazon Subscription in your Prime Account? Do you subscribe to satellite radio? How about music streaming? Listen
Discovering Hidden Customer Insights in New Places is Critical for Future Success! from 2022-05-07T07:00
Customer Science is a vital part of any organization’s future success with their customer experience. The combination of AI, behavioral sciences, and data is a powerful way to gain in...
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5 Rules For Creating Behavioral Experiments That Get Results! from 2022-04-30T07:00
A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the com...
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Our Customers Are Always Complaining about Our Prices, What Do We Do? from 2022-04-23T07:00
Prices will never be low enough for customers. After all, have you ever got a customer survey back that said you should charge more for your product or service? Have you ever written ...
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5 Rules of How to Effectively Target Your Critical Customers from 2022-04-16T07:00
A lot of companies get customer segmentation wrong. Or they got it right, but they did it seven years ago. The fact is that if you have customer segments that were constructed before ...
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Customer Satisfaction is at 17 year low. These stats tell you why... from 2022-04-09T07:00
Organizations only pay lip service to CX, and now, we have the numbers to prove it.
From Zendesk’s The Trends Rep...
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Don't do this! Why Do People Fail to Understand Customers’ Real Expectations? from 2022-04-02T07:00
A common mistake organizations make with their experience is failing to understand customer expectations. This mistake will lead to customers feeling unhappy and disappointed—two emot...
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Inflation is going to kill my Customer Experience, what do I do? from 2022-03-26T07:00
The gas pump is probably where it hurts the most right now. Standing there, watching the total spin by, climbing higher than you ever have seen it before brings home the acute pain of...
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Want to Become an Influencer? Here is the Science Behind How to Do This… from 2022-03-19T07:00
Social media has brought us a lot of things, but key among them is the “Influencer.” It means a person that can affect how people think and behave about things related to their area o...
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Forget Everything You Think You Know. This is How to Create Loyal Customers from 2022-03-12T08:00
Who do you feel loyal to in your life? My money is on your answer being your friends and family. The reason you feel loyal to them is because you have an emotional relationship with t...
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How This Incredibly Simple Formula Will Truly Make Customers Say WOW! from 2022-03-05T08:00
Ever been channel surfing and see a movie playing on broadcast that you own in your digital personal library and been unexpectedly delighted? Have you ever then watched that movie, co...
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Critical Skill: Learn How to Recognize When People Have Made a Decision from 2022-02-26T08:00
Do you know when in your experience customers decide to buy from you or not? You should. Otherwise, how can you design an appropriate environment to get customers to decide to do what...
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5 Rules for Successfully Engaging with Senior Executives to Enhance Your Career from 2022-02-19T08:00
A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the com...
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Unlocking The Future: How To Use Data To Predict Your Customers Next Move from 2022-02-16T08:00
The future of customer strategy is providing proactive experiences based on the predicted needs of your customers. The key to unlocking this future is your customer data, particularly...
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Ten Unusual Tips to Ensure Your Company Beats the Odds and Last Over a Decade from 2022-02-12T08:00
We celebrated a significant milestone this year. It’s Beyond Philosophy’s 20th anniversary. Not only that, but Financial Times also recogni...
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Why Your Measurement is Killing Your Customer Experience And What To Do About It from 2022-02-05T08:00
Big Data creates big problems. One of the biggest problems is what to do with it now that you have it.
Don’t feel too ba...
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The Critical Steps to Ensure Your Program Is Not Seen As Something Soft and Fluffy from 2022-01-29T08:00
One of our listeners in Finland is in a pickle. Anna wants to operationalize journey mapping to make their Customer Experience more customer centric. Perhaps more importantly, she wan...
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Watch Out! We Are in Danger of Repeating the Same Mistakes We Did Last Year! from 2022-01-22T08:00
I started Beyond Philosophy 20 years ago when Customer Experience was the next big thing; the new concept that was going to change everything in business. The last big thing, Customer...
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Is This The Future? Great Practical Examples of the Beginning of the Metaverse from 2022-01-19T08:00
The metaverse. It is supposed to be a digital world. Some say it will combine social media and virtual reality (VR), like a more complex VR chat. Some say it will be the next level of...
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Stop Making Excuses! COVID Isn't the Reason Customer Experiences Are Declining, This Is... from 2022-01-15T08:00
Customer satisfaction is low. What’s worse, we can’t just blame COVID for the problem. Sure, COVID is part of it, but, surprisingly, this problem has other causes.Listen
The Big Fail: Why Are You Not Listening to the Voice of Your Product? from 2022-01-12T08:00
What would it be like if your printer sent you an email to let you know it needed ink? Or if your car could tell you that you need to take it in for transmission service? Or if your r...
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My Customer is So Annoying! How to Rationally Decide if the Time Has Come to Sack Them from 2022-01-08T08:00
We all know that feeling when you see which client is calling and you inwardly groan, What is wrong now? Some customer relationshi...
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Customer Relationships Are a Waste of Time! Is This True? What Do You Think? from 2022-01-01T08:00
Our listeners have problems and they let us know about it. For our I’m in a Pickle feature on the podcast, Tina in New Zealand wrote to us because the engineering firm she works with<...
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Wow, What a Year! What is Our Personal and Business Learning for The Year from 2021-12-25T08:00
Did you know that customer satisfaction scores are the lowest they have been in the past 15 years? It’s true, and you can’t blame it all on COVID, although there is some blame to be c...
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Is Father Christmas Real; Why Storytelling is so Incredibly Important from 2021-12-18T08:00
When I was 25, my mum was proud of the fact that we had never discussed the verity of Father Christmas, which, of course, is not in question. She wanted that story to be a part of my ...
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How to Successfully Change to a Digital Experience and Create ROI from 2021-12-15T08:00
Imagine that you own a well-known car brand during a global pandemic. No one is coming to the show room to see your dealer’s cars, nor are they bringing them in for service. No one is...
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Secrets Revealed: How to Be Distinctive from Your Competition and Win! from 2021-12-11T08:00
Fernando has a problem that he wants our help solving. In his industry of branding and packaging fast-moving consumer goods, his clients often tell him to do whatever the competition ...
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Are You Winning on Purpose?—The Creator of the "Net Promoter" Tells Us How! from 2021-12-08T08:00
Fred Reichheld, inventor of the Net Pr...
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I am so Frustrated! Customers' Comments Don't Reflect the Score They Give Me. Why? from 2021-12-04T08:00
I love when listeners write in with their business problems. I don’t love that they have problems, but I love that they share them with us so we can all work through them together. In...
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New Opportunity: Why Nostalgia is not just a thing of the past, but the present! from 2021-11-27T08:00
I am happy to announce that I am getting my first electric guitar. Many of you know that also means I am buying my first amplifier, too. The one I have my eye on is Fender’s, not beca...
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Our Competition is Beating Us, Despite the Fact We Are Better Than Them. Why? from 2021-11-20T08:00
One of our listeners, Jeanne-Claude, has a problem. He sells a complex product and despite the fact that they have the best one in the industry, the competition is outselling them.
This is the Most Powerful Tool in Your Armory, But Do You Understand Why? from 2021-11-13T08:00
Scarcity is something are more used to these days, particularly in light of the supply chain problems we see. Scarcity is something we feel when we are doing thing we have enough of w...
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The 5 Rules to Dramatically Improve The Way you Deal with Customer Complaints from 2021-11-06T07:00
The 5 Rules to Dramatically Improve The Way you Deal with Customer Complaints
A lot of the behavioral sciences can f...
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I Am Really Frustrated! Why Can’t My Boss See The Need to Change? from 2021-10-30T07:00
Rachel has a problem. Her boss can’t see the need to change. She is frustrated and doesn’t know what to do. Lucky for her, she listens to our podcast and took advantage of our “Help! ...
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Is Customer Experience Dying? The Three Pioneers of The Movement Debate from 2021-10-23T07:00
Back in 1994, Steve Jobs introduced a concept at an Apple conference: that the design of their products Listen
Big Controversy: Should We Stop All Certification Now? Join the Debate… from 2021-10-16T07:00
Total agreement is overrated. Disagreements are good for us. They challenge the status quo and push the standards for improvement. After all, if you only talk to people who agree with...
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The Intuitive Customer Trailer from 2021-10-14T13:39:19
Great business insights with a touch of humor, all put over in a clear, easy-to-understand way.
Each week we discuss how...
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Stumped for New Ideas? This is What is Stopping You from 2021-10-09T07:00
Do you remember Blockbuster, Circuit City, or Kodak? I ask because these brands are not around anymore. They were once the leaders in their field, the only game in town in some cases,...
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5 Rules That Absolutely Build Customer Loyalty from 2021-10-02T07:00
A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an e...
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I'm in a Pickle: Will Offering Free Products Increase My Sales? from 2021-09-25T07:00
We all love to keep what is ours. As soon as we have possession of something, it becomes part of our “endowment,” a fancy word for “our stuff.” Psychologists call this the Endowment E...
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I'll Be Back! The Phrase We All Want Our Customers To Say… from 2021-09-18T07:00
Sometimes customers don’t come back. The two biggest reasons that customers do not come back are apathy and rudeness. With either behavior on your side of the experience, you will los...
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Is Your Marketing Inadvertently Damaging Your Customer Focus? from 2021-09-11T07:00
You probably didn’t mean to do it. You were just trying to market the latest brand effort to your new and existing customer base. You were doing your job; getting the message out. Unf...
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The Hidden Messages That Are Killing Your Culture Without You Knowing from 2021-09-04T07:00
If you are like most companies, you probably think that you put the customer at the center of everything you do. But do you?
There are some critical things that the ...
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How Behavioral Science Will Dramatically Increase Your Response Rates from 2021-08-28T07:00
No one ever sends out an email that they hope no one will read. Well, not on purpose, anyway. No one would go through the trouble of writing, editing, circulating, and then editing an...
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5 Rules to Guarantee a Return on Investment (ROI) from 2021-08-21T07:00
A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an e...
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200th episode! Which have been the best episodes with the most learning? from 2021-08-14T07:00
We were excited to reach our 200th Episode of the podcast! In this episode, we look back on six of our favorite podcasts from these first 200 episo...
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Without You Knowing It, People's Impression of You Are Being Influenced - Here's Why from 2021-08-07T07:00
It all started with Apple's Air Tags. As soon as I heard about them, I knew that they would be exceptional, and I had to have them.
But why? I had a drawerful of ot...
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How to Increase Your Margin. Make Sure Your Pricing is Correct! from 2021-07-31T09:00
When it comes to your bottom line, pricing your products and services is essential. Price it too low and you can’t keep the lights on. Price it to high and nobody will buy it—and you ...
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5 Rules for Building a Successful Customer Experience Team from 2021-07-27T12:41:36
A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the com...
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Is Customer Experience Really The New Marketing? Join The debate! from 2021-07-17T07:00
In a discussion that echoes the age-old chicken vs. egg conversation sentiment, we engaged in a debate. After meeting a fellow Customer Experience proponent on a new social media plat...
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Your Every Move Is Being Watched! Why Aren't You As Scared As I Am? from 2021-07-10T07:00
Some of you might know that I am learning to play guitar. However, almost none of you will ever hear my covers of Pink Floyd. In fact, that audience is quite exclusive, and includes o...
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Is Outsourcing Your Customer Experience Really A Good Idea or Just Wrong? from 2021-07-03T07:00
Maybe it’s a towing service. Perhaps you use an interior designer. It could be that you needed to outsource your call center. Whatever the reason may be, you have outsourced part of y...
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7 Books That Changed Our Lives, Will They Change Yours? - Essential Summer Reading from 2021-06-26T07:00
It’s summertime. Do you know what that means? That’s right. It’s time for your summer reading list. I bet you thought you were too old for such things.Listen
5 Rules For Ensuring Behavioral Science Works For Your Business from 2021-06-19T07:00
A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the com...
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In the News: 3 Stories That Give Insight to Improving Your Customer Experience from 2021-06-12T07:00
You might not realize it but the failure of the European Super League in soccer, the pros and cons of vaccine passports, and a brand that took a political stand and paid the price for...
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Using Science to Ensure your Price is Right from 2021-06-05T07:00
Pricing strategy on its face doesn’t seem complicated. The goal is to get as high a price as you can to ensure you have enough margin to make a profit, while also moving inventory at ...
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This Is One of The Most Powerful Marketing Tools: Peoples' Aversion to Loss from 2021-05-29T07:00
When I was unsubscribing to a service online, I encountered some resistance. My unsubscribing experience included a detailed accounting of all the features to which I would no long ha...
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Why You Should Be Proactively Firing Customers Without Hesitation from 2021-05-22T07:00
In the early days of my career, I thought the customer was always right. The idea that one should fire a customer sometimes would have sounded like madness to me. However, as I have m...
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5 Rules for Managing Your Customer Experience in Business-to-Business from 2021-05-15T07:00
A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the com...
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How Good A Liar Are You Really? Does Lying Affect Your Customer Experience? from 2021-05-08T07:00
People lie. I have done it. You have done it. Even your customers have done it. From little white lies that don’t cause any real damage to great big deceptions with serious repercussi...
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The Massive Gap Between Customer Expectations and Organization’s Ability Post Pandemic from 2021-05-01T07:00
A massive gap exists. It widens every second between what customers expect and what many organizations can provide as we come out of the COVID-19 pandemic. If companies don't figure o...
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ZERO Cost! How To Use Behavioral Science To Improve Your Customers Experience from 2021-04-24T07:00
Guess what? We got a suggestion from a listener—and we took it. He asked us if we had any advice for businesses with a small budget on how to use concepts from the behavioral sciences...
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How To Build UNBREAKABLE Relationships With Your Customers from 2021-04-21T07:00
Brands have a problem sometimes. They get stuck and lose momentum and the ability to respond to changes in the market. Over time that can result in a loss of relevancy to their custom...
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The 10 Most Effective Ways to Influence Your Customer Behavior from 2021-04-17T07:00
New Podcast Series:
The 10 Most Effective Ways to Influence Your Customer Behavior Listen
5 Rules for Successfully Managing Your Company Politics from 2021-04-10T07:00
A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the com...
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Discover the Actual Number of People You Can Effectively Manage from 2021-04-03T07:00
Throughout human history, it seems that around 150 is the number of meaningful relationships any human can maintain. Oxford University's anthropology professor Listen
Sound and Smell: The Crucial Missing Aspect in Your CX Design from 2021-03-27T07:00
What do the song “Fine Line” by Hootie and the Blowfish and the scent of air conditioning have in common? They are two things my family associates with taking holidays in the US. Once...
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BIG Mistake: Are You Seeing Things In Your Customers That Don't Exist? from 2021-03-20T07:00
You might be surprised to learn that when golf courses make less revenue, Disney World's attendance goes up. You might also find it weird that Mississippi's marriage rate correlates 9...
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5 Rules For Making Customers Feel 'Cared For' And 'Valued' from 2021-03-13T08:00
Ep 178 5 Rules for Making Customers Feel ‘Cared For’ and ‘Valued’
A lot of the behavioral sciences can feel intimidating. However, it doesn’t ha...
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Are Vaccine Passports A Key Enabler To Help End The Pandemic Or Not? from 2021-03-06T08:00
In the UK, there is a lot of talk about how to come out of the pandemic stay-at-home orders now that more people have been vaccinated. The idea of a vaccine passport has been circulat...
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Why 'Best practice' Stifles Creativity And Is Only For The Gullible! from 2021-02-27T08:00
We often hear requests for the best practices in Customer Experience. We understand why, too. Who wants to endure trial and error if there...
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Is This The Future Of Events Post Pandemic? (Joe Pine Interview) from 2021-02-20T08:00
Way back in 1998, I read a book by Joe Pine (@joepine), co-founder of Listen
5 Rules For Changing Your Customer Habits from 2021-02-13T08:00
A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the com...
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Is This One of the Most Important New Jobs in Business Today? from 2021-02-06T08:00
In job descriptions and resumes, there are new required skills for candidate’s resumes in Behavioral Science. These jobs might be the most important new jobs in business today. But wh...
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Are You Proud Or Concerned About Your Digital First Impression? from 2021-01-30T08:00
You have only half a second to make an excellent first impression with your customers with your digital experience. Listen
This is the One Thing to Improve Your Customer Experience in 2021 from 2021-01-23T08:00
We recently spoke to Customer Experience experts who shared an interesting insight. They all say they wish people understood that there was no one thing to do, no silver-bullet-soluti...
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New 'World Experience Organization' created - Will Help Us All Be Better In 2021 from 2021-01-16T08:00
No matter what business you are in, the best way to connect with your customers is through the experience you provide them. However, connecting requires knowing what customers want, a...
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Vital for 2021 - Digital nudging will revolutionize your CX from 2021-01-09T08:00
Vital for 2021 - Digital Nudging Will Revolutionize Your CX
Whether you realize it or not—and even if you don’t know wha...
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There's light at the end of the tunnel! from 2021-01-02T08:00
There's light at the end of the tunnel! - Re-imagine your customer experience!
There was a time when we thought this moment ...
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This is the Most Significant Thing We Learned in 2020! from 2020-12-26T08:00
This is the Most Significant Thing We Learned in 2020!
Like many people, we are not sad to see the year 2020 slip into t...
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Designing Country Culture Into Your Global Experience from 2020-12-19T08:00
Designing Country Culture into Your Global Experience
A dull and awkward presentation in Singapore many years ago taught...
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If The Stress Is Becoming Intolerable, This is What To Do from 2020-12-12T08:00
If the Stress Is Becoming Intolerable, This is What to Do
If there is one thing 2020 has given all of us, it's a lot of stress. Coping and managing...
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The 5 Rules for Measuring and Managing Customer Emotions from 2020-12-05T08:00
The Five Rules for Measuring and Managing Customer Emotions
A lot of the behavioral sciences can feel intimidating. ...
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Retail Is Broken: Is this the solution? from 2020-11-28T08:00
Retail is Broken: This is the Solution
Some might say that retail is dead, another victim of COVID-19. However, I would ...
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Digital Transformation Didn’t Work from 2020-11-21T08:00
Digital Transformation Didn’t Work: This Is What You Should Do Now.
Experts estimate that companies wasted around $900 b...
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What Do The Pioneers of Customer Experience See for The Future from 2020-11-14T08:00
What happens when you get three Customer Experience Pioneers together to discuss the past, present, and future of Customer Experience? This episode of The Intuitive Customer, for star...
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The 5 Rules For Designing A Great Digital Experience from 2020-11-07T08:00
The 5 Rules for Designing Great Digital Experiences
A lot of Behavioral Economics can feel intimidating. However, it doesn’t have to be. The Fiv...
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Diagnosing Customers’ New Behavior During the Pandemic from 2020-10-31T07:00
When I am shopping on Amazon, and a product has 3.5 stars, I don’t buy it. Now, 3.5 stars isn’t a bad rating; in fact, it’s above average. However, for me to place that item in my Ama...
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5 Rules for Affecting Real Culture Change from 2020-10-24T07:00
5 New Rules Guaranteed to Build Trust
A lot of Behavioral Economics can feel intimidating. However, it doesn’t have to be. The Five Rules Podcas...
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Small Things That Have a Dramatic Impact on Your Customer’s Experience from 2020-10-17T07:00
When you bring attention to something, it influences people’s behavior. For example, The food and household goods supplier in the UK, Tesco, was recently accused of profiteering by ra...
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Getting Inside Your Customers’ Mind from 2020-10-10T07:00
Like the rest of the world, the Customer Experience world is changing. Customers have new expectations and are doing business in new ways. While we adapt to the world that COVID-19 pr...
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The 5 Rules for Driving Down Costs in a Customer Focused Way from 2020-10-06T17:09:56
The 5 Rules for Driving Down Costs Without Affecting Customers
A lot of Behavioral Science can feel intimidating. However, it doesn’t have to be...
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How Well Do You Know What You Really Want? from 2020-09-26T07:00
How Well Do You Know What You Really Want?
Have you ever bought a book you thought you should read and then didn't read it? Did you ever buy a varie...
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What is Customer Science? Is this the next wave of change? from 2020-09-19T07:00
I heard a new term that I think has the capability of being the next wave of change in business today. Customer Science. ‘Customer Science’ is the fusion bet...
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Aesthetics: Why this is a vital part of your experience today from 2020-09-12T07:00
I have the box my iPhone came in. So do many of you, I would guess. Many people keep their iPhone boxes. We keep them for various reasons, and most of them boil down to because we lik...
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Why What We Believe Is Sometimes Just Wrong! from 2020-09-05T07:00
Why What We Believe Is Sometimes Just Wrong!
Many sports fans will tell you their team is the best. However, only one of...
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5 New Rules Guaranteed to Build Trust from 2020-08-29T07:00
5 New Rules Guaranteed to Build Trust
A lot of Behavioral Economics can feel intimidating. However, it doesn’t have ...
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This is the BIG Reason You Make Mistakes from 2020-08-22T07:00
THIS is the Big Reason You Make Mistakes
We make a lot of subjective decisions. Without the guide of "right" and "wrong"...
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A Really Simple Way of Getting Better Reviews from 2020-08-15T07:00
Did you know that if you were to write a Customer Experience review on your mobile phone, it would be more emotional than if you did it on your computer? Did you also know you are mor...
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How To Make Your Experience Easy And Gain Growth from 2020-08-10T12:33:31
How to Make Your Experience Easy and Gain Growth
I hear things like this when I go into an organization: "We want to delight cus...
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5 Rules for using Behavioral Science in Journey Mapping from 2020-08-01T07:00
The 5 Rules for Behavioral Journey Mapping
A lot of Behavioral Economics can feel intimidating. However, it doesn’t have to ...
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Why You Think You Are In Control When You Are Not from 2020-07-25T07:00
Mastering the Illusion of Control
Humans often feel like we have more control over things than we do. Despite overwhelming evide...
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The Big Mistake People Make With Artificial Intelligence from 2020-07-18T07:00
The Big Mistake People Make with AI
Business leaders of today have ...
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The 5 Rules for Making and Managing Customer Memories from 2020-07-11T07:00
The 5 Rules for Making and Managing Customer Memories
A lot of Behavioral Economics...
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Powerful New Way To Reveal How Customers Feel In The Pandemic from 2020-07-04T07:00
What A Face Mask Can Do for Customer Segmentation
Everyone has an opinion about face ma...
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Grasp The Opportunity The Pandemic Brings To Unlock Growth from 2020-06-27T07:00
Never Let a Good Crisis Go To Waste
I am fond of an old saying that goes like, "Never let a good crisis ...
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Create Outstanding Memorable Experiences That Drive Value from 2020-06-20T07:00
General Show Notes:
Have you ever driven a long way to a vacation, perhaps with kids in...
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The 5 Rules to Managing How Your Customers Make Decisions from 2020-06-13T07:00
The 5 Rules to
Managing How Your Customers Make Decisions
<... Listen
Customer Waiting: The Psychology Of How To Manage For Great Results from 2020-06-06T09:00
Have you ever picked a line at the store only to realize that you chose the longest, most slowly moving line? Have you ever waited forever to receive a shipment and t...
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The Dark Art of Creating Magic in Brands from 2020-05-30T09:00
Business as usual is anything but usual today. How things will change in the “new normal” and what you can do to manage it is almost anyone’s guess. However, if you c...
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The Surprising Power of Ideas That Don’t Make Sense from 2020-05-23T09:00
The Surprising Power of Ideas That Don’t Make Sense Part 1
If you go into business, you...
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Post Pandemic Silver Lining: Are You Grasping This Incredible opportunity? from 2020-05-16T04:00
Post Pandemic Silver Lining: Are You Grasping This Incredible opportunity?
As everything starts to open, what is the silver lining of the pandemic? This is a unique opportunity to ...
Practical Advice on How to Influence People from 2020-05-09T09:00
General Show Notes:
Practical Advice on How to Influence People: 6 Key Principl...
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What You Should Learn From This Poor Practice from 2020-05-02T09:00
I hate my cable providers. That’s right, providers is plural. I have two different providers, one in the UK and one in Florida, and they both provide poor experiences...
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Why Are People Behaving So Good&Bad, During The Pandemic from 2020-04-25T09:00
Understanding Human Behavior During the Pandemic, and What to Do About it
Let us begin ...
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Are You Overpricing Your Product&Services? from 2020-04-18T09:00
There is a lovely mirror leaning against the wall in my garage in England. My wife thinks we should sell it. I think we should give it away, to which my wife tut-tuts...
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7 Mistakes Organizations Make When Trying To Gain Growth from 2020-04-11T09:00
I don't know if it's age talking here, but it probably is. Life becomes a lot clearer as you go on. I am at the point where I feel comfortable telling you what I thin...
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How Small Changes Can Alter Customer Behavior from 2020-04-04T09:00
Loss Aversion teaches us that people like to gain things, but that they like hanging on to what they have even more and feel losses much more profoundly than gains. S...
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How Apple Uses Psychology To Construct An Outstanding Experience from 2020-03-28T09:00
What You Should Learn from Apple’s Outstanding Experience
I am a huge fan of Apple prod...
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Controlling The Controllable – Covid-19: How To Deal With Customers from 2020-03-21T09:00
A global pandemic wasn’t in your plans this quarter. However, we see an opportunity to enhance your relationships with customers in this global crisis.
Are You Using This Valuable Marketing Tool For Growth? from 2020-03-18T09:00
Shark attacks have overblown importance compared to how often they occur. But since TV and movies have made so much of these rare, and rarely fatal events, we are sur...
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Exclusive Research Reveals Fascinating New Trends from 2020-03-16T15:43:07
You all want growth, don’t know what to prioritize to get it, and aren’t nearly worried enough about the disruption AI will have on your industry. At least, that’s wh...
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Are You Making This Big Mistake? from 2020-03-07T10:00
We all misjudge other people’s motivations at times. The academic term for it is a Fundamental Attribution Error (FAE). An FAE describes how we misinterpret our limit...
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Are Customer Complaints Profitable? from 2020-02-29T10:00
Research in Harvard Business Review last year suggested that some companies with poor customer service are terrible on purpose to wear out disgruntled customers so th...
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The hidden success for brands in the future from 2020-02-22T06:00
Where AI Meets CX: The Remarkable Future for Humanizing Brands
Artificial Intelligence (AI) will transform the customer experienc...
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A Glimpse To The New Trends In Humanizing Technology from 2020-02-15T06:00
Social media has changed many things about our lives. Not only can we have a blow by blow account of what our friends and family are up to, but we can also see wh...
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Secrets Revealed: This is How You Get Growth! from 2020-02-08T06:00
This is The New Imperative for 2020
Our global Customer Experience consultancy engaged research at the end of 2019 to determine ...
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Discover This Powerful Marketing Technique to Gain Growth from 2020-02-03T16:54:32
Discover This Powerful Marketing Technique to Gain Growth
How you present information h...
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The Secret of Pricing from 2020-01-25T06:00
The Secret of Pricing
Academia has a problem with names. They are not always, well, intuitive. Hyperbolic Discounting is an excellent example of a pertinen...
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Avoid this massive mistake being made with AI from 2020-01-22T06:00
How AI will Change CX for the Future
Customer loyalty is what most businesses want. The more your customers buy from you, the mor...
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1 in 4 Will Lose Their Job in 2020 from 2020-01-18T06:00
1 in 4 Will Lose Their Job in 2020
At the end of 2019, global research firm Forrester predicted that 1 in 4 Customer Experience jobs will be cut in 2020. While we find th...
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How to Get Customers to Yes from 2020-01-11T06:00
If I asked you for $100, what would you say? My guess is no. You probably have a rule against giving people money just because they asked you.
But what if I asked you for $1? Most of us ...
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How to Ensure You Make Good Decisions from 2020-01-04T06:00
How to Ensure You Make Good Decisions
I am an Apple Superfan. As a loyal customer, I no...
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Our Most Important Learning in 2019 from 2019-12-28T06:00
The Biggest Thing We Learned in 2019
If there is one thing we have learned in 2019, it i...
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What is Important in 2020? from 2019-12-21T06:00
What is Important in 2020?
Yogi Berra, the New York Yankees Coach once said, “Prediction...
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Critical: The Strength Of Customer’s Emotion from 2019-12-14T06:00
Why the Strength of Customer’s Emotion is Critical
Customers’ emotion...
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Gift Giving To Gain More Business - Does It Work? from 2019-12-11T06:00
Does Giving Gifts Mean More Business?
It is the season of giving. No doubt, many of you sent out your gifts to your clients, suppliers, and other business ...
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How To Influence Your Customers Perception of Price from 2019-12-07T06:00
Psychology has a lot of influence on customer behavior. When it comes to making decisions, we like to find ways to make them more manageable. Anchoring and Adjustment is a mental short cut or he...
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The 7 Telltale Signs of a Company NOT Committed to Customers from 2019-11-30T06:00
The 7 Telltale Signs of a Company NOT Committed to Customers
I discovered many years ago...
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What is Really Happening on Black Friday? from 2019-11-23T06:00
What is Really Happening on Black Friday?
It’s that time of year again: Black Friday sales are next week. A US tradition, Black Friday was named for the idea that it is t...
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How to Market Yourself from 2019-11-20T06:00
Marketing Yourself
We usually talk about how you should use the principles of brand management to deliver excellent Customer Experience. However, brand management is an e...
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Tribalism: Are You In with The In-Crowd from 2019-11-16T06:00
Tribalism: Are You In with The In-Crowd?
As humans, the need to belong is essential to us. Most of us have a deep need to feel we are part of a broader community that sha...
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What Affects Customers Perception of Price? from 2019-11-09T06:00
People know an expensive brand when they see one. They also can spot a discount retailer at fifteen paces.
So, why do they get it wrong so often?
They get it wrong because of a con...
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Are We Talking Ourselves Into A Recession? from 2019-11-02T05:00
Are We Talking Ourselves Into a Recession
You hear it all the time on financial media. “Consumer Confidence is low.” It describes how people think that something terrible...
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The Secret of Measuring Customer Emotions from 2019-10-26T05:00
Unless you serve robots exclusively, your customers are humans. Human feelings influence our actions and drive customer behavior. Therefore, you must design a Customer Experience that makes your...
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Insights to understanding Customer Habits from 2019-10-23T05:00
Understanding Customer Habits: A Practical Guide
Habits can be excellent or terrible for your Customer Experience. When it is the ...
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What is the Secret of Airbnb? from 2019-10-19T05:00
What is the Secret of Airbnb?
I would never be an Airbnb host. Having a stranger staying in my house doesn’t fit with my personality.
That said, there are a lot o...
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A practical guide to Customer decision making from 2019-10-12T05:00
A practical guide to Customer decision making
When the Nobel-prize winning economist professor Daniel Kahneman wrote his book Thinking Fast and Slow, he introduced the concept th...
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Case Study: How RICOH Printers Improved their NPS® by 40 points from 2019-10-05T05:00
Case Study: RICOH Printers (Canada)
I spend a remarkable amount of time complaining about how organizations get things wrong with Customer Experience. However, not every...
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The Key To Successful Marketing Communications from 2019-09-28T05:00
The Key to Successful Marketing Communications
There are a lot of people that do not know the difference between Marketing and Advertising. Many people assume they are th...
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How To Overcome Organizational Silo’s To Make Progress from 2019-09-21T05:00
How To Overcome Organizational Silo’s To Make Progress
In The Fellowship of the Ring, Gandalf the wizard calls all the creatures of Middle Earth—the elves,...
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Is Any Attention Good Attention? from 2019-09-14T05:00
Is Any Attention Good Attention?
I like Oscar Wilde. His best quote is, “There is only one thing in life worse than being talked about, and that is not being talked abou...
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Customer Satisfaction Continues Declining from 2019-09-11T05:00
Customer Satisfaction is Declining in the UK!
A new report by the Institute of Customer Service indicates that Customer Satisfaction is declining in the UK. Earlier this ...
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How and Why We Stereotype People from 2019-09-07T05:00
How and Why We Stereotype People and Things
Stereotyping is not considered a good thing, certainly not in politically correct circles. However, our ability to do it is ha...
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The Secret of Creating an Effective Customer Experience (CX) Strategy from 2019-08-31T05:00
The Secret of Creating an Effective Customer Experience (CX) Strategy
What is the experience you are trying to deliver to your customers? This is one of our key question...
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The Secret of Creating Loyal Customers from 2019-08-24T05:00
I have a few things that drive me crazy in the business world. In this episode of The Intuitive Customer, we are going to talk about how organizations often define loyalty, and why I think they ...
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Discover Your Relationship Types and How to Use Them from 2019-08-17T05:00
Relationship Types and How to Use Them
We act differently in our various relationships. We have a way we operate at work or school; we act a certain way in public and ano...
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The Secret Of CX Measurement from 2019-08-10T05:00
Are You Using the Right Measures?
Measuring your progress for your Customer Experience strategy is an essential aspect to your pro...
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Why Some Friction In Your Experience Is Good from 2019-08-07T12:43:40
Why Some Friction is Good
We owe you an apology. Even though the lawyers say we shouldn’t say this, we feel we might have misled y...
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A Practical Guide To Evoke Emotions In Customers from 2019-07-27T05:00
How Customer-Facing People Should Evoke Emotions in Customers
I have always thought that talking about how to do something was important, but not as important as actually...
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Facebook Fines: Is Their Culture To Blame? from 2019-07-24T05:00
Can We Trust Facebook?
Upon reflection of Facebook’s latest privacy violation and $5 billion fine, one must wonder whether we can trust Facebook. After all, the social me...
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How to Manage Company Politics from 2019-07-20T05:00
When I worked in the corporate world, people often asked me what I did all day. Facetiously, I would say that I played chess. While it was meant to be cheeky, the joke was not far from the truth...
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How Choice Architecture Can Revolutionize Your Experience from 2019-07-13T05:00
Choice architecture is a significant factor in buying decisions you make every day. From how they stock the buffet line to how likely you are to donate your organs after you die, the psychology ...
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The Vital Art of Creating Memorable Messaging from 2019-07-06T05:00
The Vital Art of Creating Memorable Messaging
When we make buying decisions, we usually are choosing from a short list of options. Our memory assembles these options. So...
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How Can We Measure Customer Emotions in Our Digital World from 2019-06-29T05:00
How Can We Measure Customer Emotions in Our Digital World
When you think about the Olympic medalists on the podium during the awards ceremony, who do you think is happier...
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Customer Journey Mapping Using Behavioral Science from 2019-06-22T05:00
Customer Journey Mapping Using Behavioral Science
Journey mapping is how organizations look at the customer journey, or the steps a customer would take from the beginning...
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How to Understand Customers Preference from 2019-06-15T05:00
How to Understand Customers Preference
Have you ever noticed how some people put a lot of letters after their names in their signatures and bylines? Some of them go on fo...
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Happy Employees Make Happy Customers from 2019-06-08T05:00
Happy Employees Make Happy Customers
When your employees are happy, they are more likely to make your customers happy. Common sense dictates that this is logical. However...
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Why Are We Scared of New Technology? from 2019-06-01T05:00
Why Are We Scared of New Technology?
We have some exciting new technology for CX. Facial recognition technology and facial expression analysis yield some new and excitin...
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The Massive Importance of Memory in a Customer’s Experience from 2019-05-25T05:00
The Massive Importance of Memory in a Customer’s Experience
Customer loyalty is a function of customers’ memories. That is to say, customers don’t choose your experience ...
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Creating a Frictionless Experience from 2019-05-18T05:00
Creating a Frictionless Experience
As a global customer experience consultant for nearly two decades, I have never heard a customer say, “Gee! I wish th...
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Are You Managing This Key Driver of Poor Experience? from 2019-05-11T05:00
We don’t like uncertainty. It affects our lives in many ways, and especially as customers. Consider the fact that we buy insurance. We purchase peace of mind that we are covered if something unl...
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Why Are Insignificant Things So Significant? from 2019-05-04T05:00
Why Are Insignificant Things So Significant?
Have you ever had the feeling that something about a buying experience didn’t feel right? Chances are if you did, you didn’t ...
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What Customer Emotions Drive the Most Value from 2019-04-27T05:00
What Customer Emotions Drive the Most Value
15 years ago, in Munich, I was asked a question I couldn’t answer when presenting to an insurance company. The person asking u...
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Is Facial Recognition Creepy or Is It Just the Future? from 2019-04-20T05:00
Is Facial Recognition Creepy or Is It Just the Future?
Technology can analyze people’s facial expressions and determine what emotion they feel. It’s called Facial Express...
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Why Too Much Choice is a Bad Thing from 2019-04-13T05:00
People like choices. They just don’t like choosing, at least not when there are too many options.
However, if you give people the option of shopping where there are only two options or wh...
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Being the Guardian of Your Service Culture from 2019-04-06T05:00
Being the Guardian of Your Service Culture
Keeping up your culture of customer service is not easy. Leadership in many organizations find maintaining the customer service...
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Brand Or Customer Experience - what comes first? from 2019-03-30T05:00
Brand Or Customer Experience - what comes first?
The ubiquity of brands is undeniable. With the constant exposure to them, we all feel like we know what a brand is. However, when...
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How to Manage Uncertainty from 2019-03-23T05:00
How to Manage Uncertainty
My team is the Luton Town Football Club. I heard the manager say about the team that you have to control...
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Customers Are Irrational! Why? What Can We Do About It? from 2019-03-16T05:00
Customers Are Irrational! Why? What Can We Do About It?
Many times, when I talk about irrationality in customer behavior, people in the business-to-business (B2B) arena t...
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How To Create Innovative Service from 2019-03-09T06:00
One thing many positive Customer Experience stories people tell have in common is they involve a moment that surprised and delighted customers. Customer loyalty consultants refer to it as Innova...
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The Tools To Use To Create Actionable Measures from 2019-03-02T06:00
A significant influence on your Customer Experience outcome is how customers feel during your experience. In our global Customer Experience consultancy, we say that emotions are over 50 percent ...
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How To Measure Authentic Customer Emotions In Real Time from 2019-02-23T06:00
There is a big challenge when measuring customer emotions as you are asking customers how they felt in an experience, as this is done retrospectively, a while after they had the experience. Many...
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How Customers Make Complex Decisions In A World of Constraints from 2019-02-16T06:00
We often discuss the Intuitive and Rational System and how they work together to help customers make decisions. The Intuitive System is automatic and emotional, and the Rational System is delibe...
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How Successful Retailers Win in Endless Disruption from 2019-02-09T06:00
Organizations do not have the luxury of focusing solely on operations these days. Over the past decade, retail as an industry has changed. To survive, retailers must put the customer at the cent...
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How to Create A Financial Times Award-Winning Consultancy from Scratch from 2019-02-06T06:00
Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). This was voted on by clients and peers, we couldn’t be more hon...
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The One Thing You Need to Change from 2019-02-02T06:00
Psychological theories help explain why people do what they do. As customer experience consultants we believe when you are working on a Customer Experience strategy psychological theory is cruci...
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The BIG Dangers For ‘Customer Experience’ in 2019 - Expert Debate from 2019-01-26T06:00
The Customer Experience Industry is suffering from a lack of results. Or perhaps it might be more accurate to say, it is suffering from a lack of proof about the results Customer Experience stra...
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Stay Ahead of Your Competition with New Advances in CX Marketing from 2019-01-20T06:00
Stay Ahead of Your Competition with New Advances in CX Marketing
This podcast discusses the five areas you can address that will change the results you get with your Cus...
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Are You A Risk Taker? from 2019-01-13T06:00
Are You a Risk Taker?
We all have varying levels of risk tolerance. When we shy away from risk, we call that risk-aversion. This episode of The Intuitive Customer discus...
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4 Easy Ways To Get Started Using Behavioral Economics from 2019-01-06T06:00
There is an abundance of theory in behavioral economics which can seem overwhelming. How can Marketing and Customer experience teams start using it today. In this podcast we give you an overview...
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Christmas And New Years Message from 2018-12-29T06:00
Why is Academic Research So Impenetrable? from 2018-12-22T06:00
Why Customer Experience is Dying (And What To Do About It) from 2018-12-15T06:00
Are You Making Intuitive Or Rational Decisions? from 2018-12-08T06:00
Understanding Customer's Mental Budgets from 2018-12-01T06:00
Key stats to prove your ROI - It's About The ROI Stupid! from 2018-11-17T06:00
Digitial Transformation - The Opportunities And Problems And How To Overcome Them from 2018-11-10T06:00
How Customers Make Rules for Themselves from 2018-11-03T05:00
Why Customers Want You To See What They Consume from 2018-10-27T05:00
How To Make Your Experience Convenient from 2018-10-13T05:00
Creating and Sustaining a Customer Centric Culture from 2018-10-06T05:00
How Other People Sell Your Product from 2018-09-29T05:00
Are You Using this Powerful Sales Technique? from 2018-09-22T05:00
How Does Time Of Day Affect How Much We Sell? from 2018-09-15T05:00
How To Measure Customer Emotions from 2018-09-08T05:00
How do we measure a feeling? What emotions should we be measuring? Where and when should we be measuring them? Colin and Ryan discuss what is best practice and what you should be doing.
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Why People Don't Say What They Mean? from 2018-09-01T05:00
How Do I Evoke Customer Emotions? from 2018-08-25T05:00
Colin Shaw and Prof. Ryan Hamilton explore the study of customer emotions and how they influence customer experience and tendencies to buy. Explore the latest academic studies and how researcher...
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Understanding the Rules of Customer Decision Making from 2018-08-18T05:00
Colin Shaw and Prof. Ryan Hamilton discuss how to understand the rules of customer decision making. If you don't know how customers make decisions you cannot influence them to best effect. Explo...
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Why Customer Experience Programs Fail from 2018-08-04T05:00
Colin Shaw and Prof. Ryan Hamilton discuss why customer experience programs fail. The episode explores the key issues and why too many CX programs fail to get results. Colin has led hundreds of ...
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Are You Using This Communication Tool To Best Effect? from 2018-07-28T05:00
Colin Shaw and Prof. Ryan Hamilton explore how positioning your message is critical in communications from a leadership and marketing perspective. How is this b...
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Why Do Customer Emotions Matter? from 2018-07-21T05:00
Colin Shaw and Prof. Ryan Hamilton discuss how emotions drive customer behavior. So, what is an emotion? How are they evoked? How can you deliberately evoke a c...
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Are You Making The Most Of Scarcity As A Marketing Strategy? from 2018-07-14T05:00
We discuss the key principle of scarcity with guest Professor Kelly Goldsmith, Ph.D., Professor of Marketing at Vanderbuilt University. Kelly is a behavioral scientist who examines consumers’ re...
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Understanding Customer Basic Instincts from 2018-07-07T05:00
Many drivers of human behavior can be traced back to caveman days. Colin Shaw and Prof. Ryan Hamilton explore what they are, how you can identify them, and what...
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How Small Things Influence Customer Behavior. from 2018-06-30T05:00
Colin Shaw and Professor Ryan Hamilton discuss non-conscious influences: What are subliminal messages? How do they affect your behavior? Can we use them when building a customer...
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Moving Customers From Indifference to Recommendation from 2018-06-23T05:00
Are your customers indifferent to you? Colin Shaw and Professor Ryan Hamilton discuss what it means if they are...and how can you move them to recommend you.
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Why Don't Customers Buy After They Say They Will? from 2018-06-16T05:00
Why do customers tell you they will buy your service, but then don't? Are they deliberately trying to trick organizations? Colin Shaw and Professor Ryan Hamilton Listen
How To Ensure Your Customers Buy From You Habitually? from 2018-06-09T05:00
Do you want your customers to buy your product or service over and over again? If you do, you need them to form a habit. Colin Shaw and Professor Ryan Hamilton discuss how and w...
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Critical Steps For a Successful CX Implementation from 2018-06-02T05:00
All the theory is great but implementing a successful CX program is vital. Colin Shaw and Professor Ryan Hamilton discuss exactly how do you do that...and the k...
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How to Avoid Customer Defection from 2018-05-26T05:00
All too often organizations suddenly see customers leave and have no idea this was going to happen. Colin Shaw and Professor Ryan Hamilton discuss how can you t...
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How Should You Set Your Price For Best Results? from 2018-05-19T05:00
How should I set the price for my product or service? Colin Shaw and Professor Ryan Hamilton discuss how customers separate money into different mental accounts based on many su...
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Leading Your Customer To The Right Choice from 2018-05-12T05:00
How can we guide our customer's decision-making through the menu of options we provide? How can you structure your offering to make it most attractive to customers?
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How Do You Keep Up with Customer Expectations? from 2018-05-05T05:00
Customer expect different things. Its a constantly moving goal. How do we keep up with these? Colin Shaw and Professor Ryan Hamilton discuss this and other topics.
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How Do Customers Make Complex Decisions? from 2018-04-28T05:00
Colin Shaw and Professor Ryan Hamilton discuss how customers make complex decisions, even when they don't really understand what they are doing or how they can ...
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The Rubicon Model and How To Use It To Your Advantage from 2018-04-21T05:00
Once customers move from planning to implementation, they pass across a metaphorical Rubicon. People justify their thinking and it is then difficult to change their decisions. How do you recogni...
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Facebook mistakes: What can we learn? from 2018-04-18T05:00
Facebook is a glimpse into the future for most businesses. Colin Shaw and Professor Ryan Hamilton discuss the recent controversy and the implications. What can ...
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Why Am I Getting So Many Customer Complaints? from 2018-04-14T16:00
Why are you getting so many complaints? What are the hidden reasons customers complain? How can you identify what the hidden reasons are and reduce the number of complaints you receive?
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Why Do Customers Ask For Competitive Quotes? from 2018-04-07T05:00
Why do customers ask for multiple competitive quotes? When they get them how do they decide what to buy? Customers have a natural tendency to avoid extremes. How can you use this to your advanta...
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What Really Is Customer Loyalty? from 2018-03-31T05:00
Every business wants loyal customers, but what does it really mean? Why do organizations get confused between inertia and customer loyalty? How can you truly gain loyal customers?
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Why Do Customers Fight For What They See To Be Their Rights? from 2018-03-24T05:00
Customers will fight harder to keep what they have than they will to gain new things. This is called Loss Aversion and it’s a big driver of customer behavior. This can be the route of c...
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Why Don’t Organizations Understand Their Customers? from 2018-03-17T05:00
Too many organizations don't know what customers really want! They blindly undertake research and then wonder why the rest of the organization ignores it. Colin Shaw & P...
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Why Do Customers Expectations Constantly Change? from 2018-03-10T06:00
Diminishing Sensitivity is part of Prospect Theory. This refers to customer sensitivity to further changes based on where they have started. What are the implications for business, customer expe...
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How Do I Convince People Of A New Way Of Thinking? from 2018-03-03T06:00
Didn't Blockbuster, Kodak and Circuit City see the end was in sight? Why did they not change? Too many people reject new thinking that will improve their Customer Experience. Why? What is it abo...
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How Do We Get Our Customers To Talk? from 2018-02-24T06:00
How do 'social norms' affect the Customer Experience? What does this mean for organizations who sell to minorities or people in other countries?
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How do Customers decide if their experience is good or bad? from 2018-02-17T06:00
Colin Shaw and Professor Ryan Hamilton discuss why Customers need 'Reference Points'. This is part one of a fundamental behavioral economics theory called Prospect Theory Listen
How do Customers decide if their experience is good or bad? from 2018-02-17T06:00
Colin Shaw and Professor Ryan Hamilton discuss why Customers need 'Reference Points'. This is part one of a fundamental behavioral economics theory called Prospect Theory Listen
What Should Wells Fargo Do Now? from 2018-02-06T00:27:15
Special Episode - Colin Shaw and Professor Ryan Hamilton discuss the recent $185 million fine placed on Wells Fargo by the Listen
What Should Wells Fargo Do Now? from 2018-02-06T00:27:15
Special Episode - Colin Shaw and Professor Ryan Hamilton discuss the recent $185 million fine placed on Wells Fargo by the Listen
How do we create Customer Loyalty? from 2018-02-03T18:21:02
Colin Shaw and Professor Ryan Hamilton discuss the ‘Peak end rule‘ and its effect on Customer Experien...
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Why Do Customers Change Their Minds? from 2018-01-27T06:00
Colin Shaw and Professor Ryan Hamilton examine the question: Why do customers change their minds? What makes a customer change their minds when they have been so certain the day...
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Why Do Customers Change Their Minds? from 2018-01-27T06:00
Colin Shaw and Professor Ryan Hamilton examine the question: Why do customers change their minds? What makes a customer change their minds when they have been so certain the day...
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How Do Customers Make Decisions Anyway? from 2018-01-20T06:00
Colin Shaw and Professor Ryan Hamilton discuss how customers make intuitive and rational decisions. We learn that sometimes these can be in conflict with each other. It is impor...
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How Do Customers Evaluate Your Organization? from 2018-01-13T16:25:46
Colin Shaw and Professor Ryan Hamilton discuss how customers evaluate your organization. They do so buy looking at the interactions they have, but this is also affected by the '...
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Why Customers Create 'Shortcuts' When Making a Decision from 2018-01-04T06:30
Colin Shaw and Professor Ryan Hamilton discuss how customers use 'shortcuts' to make decisions. Learn how you can use this to improve your Customer Experience. They also discuss...
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Why Are Customers Irrational? from 2018-01-04T06:00
Colin Shaw and Professor Ryan Hamilton discuss the fact that we all think that we make logical decisions but the reality is we don't. We are irrational, customers are irrational...
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Why Do Customers Complain? from 2018-01-04T05:30
Colin and Ryan discuss why customers complain. What psychology drives this behavior? Most importantly, what can you do about it? The discussion is grounded in r...
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The Intuitive Customer Episode Zero from 2018-01-03T06:00
Episode Zero - Colin Shaw discusses what you can expect from The Intuitive Customer podcast. Colin outlines in very understandable way, how behavioral economics and psychology f...
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