The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
Colin Shaw, Beyond Philosophy LLC
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
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
Episodes
Mentioned books
Apr 14, 2018 • 26min
Why Am I Getting So Many Customer Complaints?
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?
Apr 7, 2018 • 26min
Why Do Customers Ask For Competitive Quotes?
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 advantage?
Mar 31, 2018 • 23min
What Really Is Customer Loyalty?
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?
Mar 24, 2018 • 29min
Why Do Customers Fight For What They See To Be Their Rights?
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 customer complaints. What are the implications for designing a customer experience?
Mar 17, 2018 • 26min
Why Don’t Organizations Understand Their Customers?
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 & Professor Ryan Hamilton discuss why this is the case and what organizations should be doing to ensure success.
Mar 10, 2018 • 26min
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 3, 2018 • 26min
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.
Feb 24, 2018 • 25min
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 17, 2018 • 32min
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 10, 2018 • 22min
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.
