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The Intuitive Customer

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The Intuitive Customer, hosted by Colin Shaw, a world thought leader on Customer Experience & Marketing and Prof. Ryan Hamilton, Emory University, USA. We discuss how you can improve your Customer Loyalty and get a return on your investment (ROI) by embracing behavioral economics. Brought to you by Beyond Philosophy. We have a proven track recording in driving value $$$ through our consultancy, training and market research. Visit BeyondPhilosophy.com

The Intuitive Customer, hosted by Colin Shaw, a world thought leader on Customer Experience & Marketing and Prof. Ryan Hamilton, Emory University, USA. We discuss how you can improve your Customer Loyalty and get a return on your investment (ROI) by embracing behavioral economics. Brought to you by Beyond Philosophy. We have a proven track recording in driving value $$$ through our consultancy, training and market research. Visit BeyondPhilosophy.com
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Location:

United States

Description:

The Intuitive Customer, hosted by Colin Shaw, a world thought leader on Customer Experience & Marketing and Prof. Ryan Hamilton, Emory University, USA. We discuss how you can improve your Customer Loyalty and get a return on your investment (ROI) by embracing behavioral economics. Brought to you by Beyond Philosophy. We have a proven track recording in driving value $$$ through our consultancy, training and market research. Visit BeyondPhilosophy.com

Language:

English


Episodes

Is Any Attention Good Attention?

9/14/2019
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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 about.” Of course, there are times when people are talking so bad, one might wonder if it is worse than being ignored. This episode of The Intuitive Customer explores if there are times when the bad press can be good news for your brand. In other words, are there times when bad news is good? Is any attention good...

Duration:00:22:32

Customer Satisfaction Continues Declining

9/11/2019
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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 year reports from both Nunwood and Forrester, two firms entrenched in the Customer Experience movement, presented similar sentiments. All of this disappointing news about the state of Customer Experience makes one wonder what is going on in business today? We decided to ask the expert Joanne Causon, CEO of the Institute of...

Duration:00:34:53

How and Why We Stereotype People

9/7/2019
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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 hard-wired into our brains, and it doesn’t only apply to people. We can stereotype an organization, too. Let’s say you need to name a type of business that is frustrating across the board. My first thought is internet service providers, aka, the cable company. No matter which carrier you have, you probably have a beef with...

Duration:00:21:58

The Secret of Creating an Effective Customer Experience (CX) Strategy

8/31/2019
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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 questions we ask organizations when we consult with them. It seems a very simple question and yet in reality, the answer is very strategic and critical to moving your CX to the next level. What is surprising is most organizations do not know the answer to this question! Be clear, everyone thinks they know the answer, but in reality...

Duration:00:27:34

The Secret of Creating Loyal Customers

8/24/2019
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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 have it all wrong. It makes me upset when I think about it. Many, if not most, companies believe that when a customer gives you all their business, it means they are a loyal customer. After all, isn’t that what we all want, all the business our customers have to give? If they are giving it to us,...

Duration:00:24:49

Discover Your Relationship Types and How to Use Them

8/17/2019
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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 another way with our friends and family. The difference is the type of relationship we have with the other people involved. This variance in behavior is also at work in our relationships as customers. In this episode of The Intuitive Customer, we explore how our relationship with customers affects how we interact with them....

Duration:00:25:45

The Secret Of CX Measurement

8/10/2019
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Are You Using the Right Measures? Measuring your progress for your Customer Experience strategy is an essential aspect to your program’s success. Not only will it show if your program is working to provide an excellent experience for your customers, but it also shows what customers really value, which can be an elusive thing to discover. In this episode of The Intuitive Customer, we discuss the importance of measuring Customer Experience correctly. We invited Don Peppers, bestselling...

Duration:00:30:52

Why Some Friction In Your Experience Is Good

8/7/2019
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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 you on the subject of friction in your Customer Experience strategy. We have been telling you to make your experience as easy as possible, and you should. However, there is some merit to making things a little bit difficult in some cases. In other words, it turns out that the discussion of friction is more nuanced than we at first led you to believe. In this...

Duration:00:23:50

A Practical Guide To Evoke Emotions In Customers

7/27/2019
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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 doing something. I feel so strongly about this idea that I named my company after it. I want my clients to take their ideas “beyond the philosophy” and into action. To that end, this episode of The Intuitive Customer discusses how organizations can take theories and use them in their everyday operations to improve the...

Duration:00:23:37

Facebook Fines: Is Their Culture To Blame?

7/24/2019
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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 media platform hasn’t exactly been keeping our private information under lock and key. On the contrary, it appears as if our likes and dislikes, networks and preferences are for sale to the highest bidder. This episode of The Intuitive Customer explores the implications for Facebook of this latest privacy violation. It...

Duration:00:23:01

How to Manage Company Politics

7/20/2019
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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. I spent my day navigating company politics. You will not find training programs on company politics or how to deal with them. It is a bit shocking considering their significance in the corporate world. Our latest episode of The Intuitive Customer podcast addresses office politics and how to manage...

Duration:00:27:37

How Choice Architecture Can Revolutionize Your Experience

7/13/2019
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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 of choice is influencing your decisions every day. In this episode of The Intuitive Customer, we explore the concept of Choice Architecture and how it affects our daily lives. We also discuss the different variables that you need to consider in the way you present your choices to customers as part of...

Duration:00:28:46

The Vital Art of Creating Memorable Messaging

7/6/2019
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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, from a Customer Experience perspective, it is vital that your product or service is one of these options recalled at the moment of the buying decision. In this episode of The Intuitive Customer podcast, we explore how our memories generate these choice sets for buying decisions. We also take a look at how you can ensure...

Duration:00:27:21

How Can We Measure Customer Emotions in Our Digital World

6/29/2019
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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, the silver medalist or the bronze? Objectively, you might say the silver medalists because, after all, they came in second and the other competitor was third. Objectively, the silver medalists had a better outcome and should be happier. However, the happier medal winner is the bronze medalist, and the reason we know...

Duration:00:34:25

Customer Journey Mapping Using Behavioral Science

6/22/2019
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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 to the end in their experience. However, we would say regarding journey mapping that it is not only vital to consider the customer journey from beginning to end but also to view it from the customers’ perspective. Journey Mapping employing this approach is what we call Behavioral Journey Mapping. We discuss how to...

Duration:00:31:39

How to Understand Customers Preference

6/15/2019
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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 for quite a while, like a second surname. It annoys me sometimes. Then, I remember that when I introduce myself, I often refer to my status on LinkedIn as one of the top 150 Business Influencers. I do it because I am proud of it. I presume that people with the degrees are feeling proud of their hard work and accomplishment...

Duration:00:26:13

Happy Employees Make Happy Customers

6/8/2019
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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, despite the rationality of this statement, too many organizations do not spend enough of their resources ensuring their employees are happy—and their Customer Experience suffers for it. This episode of The Intuitive Customer dives into Colin’s new book on the subject ‘Happy People Make Happy Customers’ and we explain why...

Duration:00:30:22

Why Are We Scared of New Technology?

6/1/2019
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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 exciting data about how customers feel during a Customer Experience. The only problem is that many people find it creepy. This episode of The Intuitive Customer asks the question Why Are We Scared of New Technology? It turns out, we have been here before with new technology. Of course, that time, it was something far more crazy...

Duration:00:25:22

The Massive Importance of Memory in a Customer’s Experience

5/25/2019
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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 over another; customers choose the memory of your experience over another. Therefore, we feel it is vital that you ensure your customers have an excellent memory of your Customer Experience. This episode of The Intuitive Customer explores the massive importance of memory for a Customer Experience and how our brain...

Duration:00:30:34

Creating a Frictionless Experience

5/18/2019
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Creating a Frictionless Experience As a global customer experience consultant for nearly two decades, I have never heard a customer say, “Gee! I wish that buying process was just a little more complicated!” Why? All customers want their experiences to be easy. When things aren’t easy in a given moment, we describe that as friction. Every organization needs to find their moments of resistance in a Customer Experience and fix them—before the competition beats them to it. This episode of...

Duration:00:28:11