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

We believe you should laugh and learn! 'The Intuitive Customer' podcast achieves this. Hosted by Colin Shaw, recognized as one of the top 150 business influencers by LinkedIn, where he has over 283,000 followers, and Prof. Ryan Hamilton, Emory University, discusses how you can improve your Customer 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

The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth is a business podcast hosted by Unknown Host, with 0 episodes on record and a Required Pod Score of 80. PitchCentric scores this show on Booking Probability, Listen Score, and live audience signals refreshed every 24 hours.

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

  Your AI Is Engineering The Perfect Forgettable Experience; Was That The Plan?

  Aug 15, 202632 min

  In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton continue their deep dive into memory — arguably the most underused idea in customer experience. Because here's the uncomfortable truth: customers don't act on the experience you give them. They act on the memory of it. Ryan introduces a brilliant analogy: memory works like a fishing net. Pull up one memory and you drag a whole network of related memories with it. Colin and Ryan then walk through the major types of memory — explicit, implicit, episodic, and the one that matters most for CX, evaluative — before landing on Professor Daniel Kahneman's peak-end rule and why it should sit at the heart of how you design every experience. In this episode, you'll learn: Why memory behaves like a fishing net — and what that means for the moments you'd never think to design The difference between explicit, implicit, episodic, and evaluative memory (and why the last one runs the show) How habits live inside procedural memory The peak-end rule explained: why customers remember the most intense moment and the final moment, and almost nothing else Why a great recovery from a problem can build more loyalty than a flawless experience Memorable moment: "You don't pull up one knot in the net. You drag the whole thing with it." — on why a single bad moment activates every adjacent memory a customer has of your category. Professor Ryan Hamilton Resources: Daniel Kahneman, Thinking, Fast and Slow Qualtrics XM Institute on the financial value of emotion: https://www.qualtrics.com/articles/customer-experience/capture-financial-value-customer-emotions/ Beyond Philosophy's Memory Maker Training: https://beyondphilosophy.com/contact About the Hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 286,000 followers and 87,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast ' The Intuitive Customer '—with over 600,000 downloads—and author of eight best-sellers on customer experience. Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn . Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things" Harvard Business Press. Follow Ryan on LinkedIn. Subscribe & Follow: Apple Podcasts Spotify

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  Episode #433

  Why Memory Matters More Than Your Customer Experience - Part 1

  Aug 1, 202632 min

  Nobel laureate Professor Daniel Kahneman said we don't choose between experiences; we choose between the memory of an experience. If that's true — and the science says it is — then most organizations are investing in the wrong thing. In this episode, Colin and Ryan explore how memories are actually formed, the difference between short-term (working) and long-term memory, and why your brand is really just a memory structure in the minds of your customers. They dig into how heuristics and biases shape what we remember, why humans are relentless pattern-recognition machines, and what all of this means for the experiences you design. It's the first in a three-part series on the topic Colin calls his favorite of all. In this episode, you'll learn: Why memory — not the live experience — drives customer decisions, loyalty, and price tolerance The difference between short-term/working memory and long-term memory (and why most of your experience gets "binned" within seconds) How memories are stored as a connected network of "nodes," not isolated facts Why a brand, from the customer's point of view, is simply a memory structure, making brand management a form of memory management How customer expectations are built from memory, and what that means for "meeting and exceeding" them Where heuristics and biases come from — what's innate, what's learned, and what's situational The practical "so what" for designing experiences that customers actually remember Key quote: "We don't choose between experiences. We choose between the memory of an experience." — Professor Daniel Kahneman The hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 286,000 followers and 87,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast ' The Intuitive Customer '—with over 600,000 downloads—and author of eight best-sellers on customer experience. Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn . Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things" Harvard Business Press. Follow Ryan on LinkedIn. Resources & links: Kahneman, The Riddle of Experience vs. Memory (TED): https://www.ted.com/talks/daniel_kahneman_the_riddle_of_experience_vs_memory HBR, An Emotional Connection Matters More Than Customer Satisfaction: https://hbr.org/2016/08/an-emotional-connection-matters-more-than-customer-satisfaction Beyond Philosophy training & resources: https://beyondphilosophy.com

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  Episode #432

  Trust Podcast v3

  Jul 18, 202626 min

  Episode Summary Trust is the foundation of every customer relationship. But here's the uncomfortable truth: most businesses assume they have it when they don't. PwC's latest research found that 90% of executives believe their customers trust them highly — yet only 30% of customers actually do. That's a 60-point gap. And it's growing. In this episode, Colin Shaw and Professor Ryan Hamilton from Emory University break down the five rules that are guaranteed to build genuine, lasting trust with your customers. These aren't theoretical — they're drawn from decades of real CX work, rooted in behavioural economics, and illustrated with the kinds of real-world examples that make you realise how often companies (and people) get this wrong. What You'll Hear in This Episode: Why trust is earned, not given — and why that changes everything about how you approach customer relationships The authenticity trap: why trying to appear authentic is worse than not trying at all Why you should always tell customers the bad news early — and why hiding it always costs you more in the end The Fiverr story: how a supplier destroyed trust before they'd even started the job Why consistency and reliability are not soft values — they're heuristic signals that your customers use to judge whether they can trust you for the things that really matter How the "emotional bank account" works — and why you need to be in credit before something goes wrong Quote of the Episode: "The danger is people will be too strategic about authenticity. The point is not to act like you're authentic. The point is actually to be authentic." — Professor Ryan Hamilton, Emory University Resources Mentioned: Connect with Colin Shaw on LinkedIn: https://www.linkedin.com/in/colinrjshaw/ Connect with Professor Ryan Hamilton on LinkedIn: https://www.linkedin.com/in/prof-ryan-hamilton/ Beyond Philosophy website: https://beyondphilosophy.com PwC Trust in Business Survey: https://www.pwc.com/us/en/library/trust-in-business-survey.html About the Hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 286,000 followers and 87,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast ' The Intuitive Customer '—with over 600,000 downloads—and author of eight best-sellers on customer experience. Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn . Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things" Harvard Business Press Follow Ryan on LinkedIn. Subscribe & Follow Apple Podcasts Spotify

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  Episode #431

  AI-First Is Smart. AI-Only Is A Slow Motion Mistake.

  Jul 4, 202627 min

  After more than a decade of companies pouring money, technology, and consultants into customer experience, US customer satisfaction sits almost exactly where it did in 2013. Flat. Now AI arrives as the promised cavalry — and leaders are racing to bolt it onto everything before they understand what they're actually trying to fix. In this episode, Colin and Ryan separate the smart play from the slow-motion mistake. "AI-first" is sound management: if AI delivers a better, faster, or cheaper experience than a human, use it. But "AI-only" — AI sprinkled over everything like fairy dust because leaders are terrified of being left behind — is where companies quietly automate themselves into a commodity and erode the one thing they can't easily win back: trust. Using the now-infamous "microwave test" (brilliant for the peas, a disaster for the steak), Colin and Ryan dig into why so much CX investment has produced so little, and why the companies that win the next decade won't be the ones that adopted AI fastest — but the ones who knew exactly what they wanted it to do. What You'll Learn Why is a tool used without a strategy just an expensive way to make a bad experience happen faster The critical difference between "AI-first" (smart) and "AI-only" (reckless) — and how to tell which one you're actually doing The one question almost no organization can answer — and why you can't deploy AI well until you can How over-reliance on AI quietly costs you on two fronts: differentiation (the same prediction machine is available to every competitor) and trust (the moment customers feel they have to double-check you, you've lost) A simple, strategy-first decision framework for where AI lifts the experience and where a human still wins Featured Insight The companies that win the next decade won't be the ones that adopted AI fastest. They'll be the ones who knew exactly what they wanted it to do — and never lost sight of the most important thing: the customer's experience. Stats & Sources Referenced US customer satisfaction flat since 2013 — American Customer Satisfaction Index Research on cognitive offloading and weakening judgment — Societies, 2025 About the Hosts Colin Shaw is a LinkedIn 'Top Voice' with a massive 286,000 followers and 87,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast ' The Intuitive Customer '—with over 600,000 downloads—and author of eight best-sellers on customer experience. Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn . Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book, "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things," Harvard Business Press. Follow Ryan on LinkedIn. Subscribe & Follow Apple Podcasts Spotify

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  Episode #431

  Is AI Making Brands Lose Their Souls?

  Jun 20, 202629 min

  Summary Artificial Intelligence is transforming marketing faster than almost any technology before it. Brands can now create professional-quality advertisements in hours rather than months and at a fraction of the cost. But as AI-generated creative becomes more common, an important question is emerging: Are brands becoming more efficient while losing some of the humanity that customers value? In this episode, Ben Shaw and Professor Ryan Hamilton explore the growing use of AI in advertising and marketing. They discuss why customers may care less about how cheaply content is produced and more about whether it feels authentic, trustworthy, and emotionally engaging. They also examine why AI may unintentionally create a flood of mediocre content, why consumers often value effort and craftsmanship, and how marketers can use AI without sacrificing what makes their brands distinctive. The discussion reveals that while AI is a powerful tool, it is not a substitute for customer understanding, emotional insight, or great strategy. Best Quote from the Episode: "The companies that win won't be the ones using the most AI. They'll be the ones using AI without losing their humanity." Ben Shaw Key Takeaways: Customers don't buy efficiency—they buy value, trust, and emotional connection. AI-generated advertising may lower production costs, but it can also reduce perceived authenticity. Consumers often use effort and craftsmanship as signals of quality and credibility. As AI-generated content becomes widespread, "realness" may become an increasingly valuable differentiator. Unlimited AI revisions can lead to creative dilution and "death by a thousand prompts." AI won't fix poor marketing strategy; it simply allows marketers to produce more content faster. Great marketing still comes from human insight, emotion, creativity, and understanding customer needs. The most successful brands will use AI as a tool, not as a replacement for strategic thinking. Why You Should Listen: If you're a marketer, business leader, customer experience professional, or simply curious about how AI is changing the relationship between brands and customers, this episode offers a balanced and practical perspective. You'll learn where AI genuinely creates value, where it creates risks, and why authenticity may become one of the most important competitive advantages in the years ahead. Resources Mentioned Ben Shaw - https://www.linkedin.com/in/benshawuk/ Professor Ryan Hamilton - http://linkedin.com/in/ryan-hamilton-49b3321 About the Hosts: Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World's Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things" Harvard Business Press. Follow Ryan on LinkedIn. Ben Shaw is Group Head of Strategy at Smarts, a global PR and Creative agency. Ben also led strategy at BBH and worked client-side with fast-growth start-ups Wheely and Unmind. He's passionate about how brands can challenge culture convention and create ideas people want to spend time with, working on brands like Audi, Google and Burger King. Beyond advertising, Ben champions mental health awareness and rare disease research, drawing on both personal experience and professional curiosity.

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