The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth

Colin Shaw, Beyond Philosophy LLC•intuitivecustomer.libsyn.com

We believe you should laugh and learn! 'The Intuitive Customer' podcast achieves this. Hosted by Colin Shaw, recognized as one of the top 150 business influencers by LinkedIn, where he has over 283,000 followers, and Prof. Ryan Hamilton, Emory University, discusses how you can improve your Customer Experience and gain growth. This review sums up: "The dynamic between the two hosts makes this podcast. Each brings a unique take on the topic and their own perspective and plays off each other sense of humor. I come away after each episode with a feeling of joy and feeling a bit smarter". Visit www.BeyondPhilosophy.com

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Episodes

Why Do Customers Expectations Constantly Change?

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 experience and designing and delivering experience?

Mar 10, 2018•26 min

How Do I Convince People Of A New Way Of Thinking?

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 about human behaviors that does this? In this podcast Colin Shaw and Professor Ryan Hamilton will debate why this is the case and what you should do about it.

Mar 03, 2018•26 min

How Do We Get Our Customers To Talk?

How do 'social norms' affect the Customer Experience? What does this mean for organizations who sell to minorities or people in other countries?

Feb 24, 2018•25 min

How do Customers decide if their experience is good or bad?

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 – It looks at how human decision making is effected by a reference point that a Customer uses to evaluate a Customer Experience and what you should do about it.

Feb 17, 2018•32 min•Ep. 9

Why Do Customers Focus on seemingly Unimportant Things?

Colin Shaw and Professor Ryan Hamilton discuss why customers often focus on seemingly unimportant things and how these thing can in fact be the most important. Classic research from the University of Chicago shows that customers tend to focus on product details or attributes that have nothing to do with the true value, but have a great deal of influence on customer perception and experience.

Feb 10, 2018•22 min•Ep. 8

What Should Wells Fargo Do Now?

Special Episode - Colin Shaw and Professor Ryan Hamilton discuss the recent $185 million fine placed on Wells Fargo by the Consumer Financial Protection Bureau , the largest such penalty the agency has issued. What should Wells Fargo do now? How will this impact the viability of the bank in the eyes of consumers? What should other organizations do to avoid a similar CX disaster? Find out in this special episode....

Feb 06, 2018•12 min

How do we create Customer Loyalty?

Colin Shaw and Professor Ryan Hamilton discuss the ‘Peak end rule‘ and its effect on Customer Experience. The peak end rule is a psychological heuristic in which people judge an experience largely based on how they felt at its peak (i.e. its most intense point) and at its end, rather than based on the total sum or average of every moment of the experience.

Feb 03, 2018•30 min•Ep. 7

Why Do Customers Change Their Minds?

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 before? Critically what can we do about it? Ryan discusses research by psychologists that give us some clues, and pointers for improving your customer's experience. Hosts, Colin Shaw and Ryan Hamilton.

Jan 27, 2018•20 min•Ep. 6

How Do Customers Make Decisions Anyway?

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 important that you understand which system your customers are using.

Jan 20, 2018•30 min

How Do Customers Evaluate Your Organization?

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 'Halo' that you project. What does this mean for your organization? How can you use this to improve your Customer Experience? Evaluate the people they are dealing with? What affects this evaluation? What do the organizations do? Brought to you by BeyondPhilosophy.com...

Jan 13, 2018•26 min

Why Customers Create 'Shortcuts' When Making a Decision

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 how customer decisions are affected by how many times they see things.

Jan 04, 2018•25 min

Why Are Customers Irrational?

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. What should we do about this?

Jan 04, 2018•20 min

Why Do Customers Complain?

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 real world business situations and bolstered by techniques and approaches you can do today that will make a difference.

Jan 04, 2018•20 min

The Intuitive Customer Episode Zero

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 fundamentally influences your customers experience and how you can use these to improve your customer loyalty and customer retention.

Jan 03, 2018•3 min

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