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

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

By: Colin Shaw Beyond Philosophy LLC
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 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.comBeyond Philosophy LLC Economics Management Management & Leadership Marketing Marketing & Sales
Episodes
  • AI Won’t Save Your Customer Experience—But This Might...

    AI Won’t Save Your Customer Experience—But This Might...
    May 12 2025
    Episode Summary:

    Everyone’s talking about AI like it’s some kind of CX fairy godmother—“Bibbidi-bobbidi-boo! Your NPS just went up 50 points!”

    Spoiler alert: it doesn’t work like that.

    In this episode, Colin and Ryan are joined by Frederic Durand, CEO of Diabolocom, and Collin D. Ehret, Senior Enterprise Sales Director (yes, another Collin… brace yourself), for a no-fluff, practical, and slightly irreverent discussion about what it really takes to implement AI in your customer experience.

    Diabolocom

    Website: https://www.diabolocom.com/

    LinkedIn: https://www.linkedin.com/company/diabolocom/

    Frederic Durand

    LinkedIn: https://www.linkedin.com/in/fpdurand/

    Collin D. Ehret

    LinkedIn: https://www.linkedin.com/in/collinehret/

    This is a must-listen if you're wondering:

    • Why most AI deployments stall before takeoff

    • How to avoid drowning in customer data

    • Why your silos are killing your CX

    • And how AI can actually make your human interactions better

    You’ll hear real-world examples, hard-earned insights, and maybe even a laugh or two (two Colins on one podcast—what could go wrong?).

    🔥 Best Quote from the Episode:

    “AI isn’t a magic wand. If your process is a mess, AI will just make it a faster, more expensive mess.”
    — Frederic Durand, Diabolocom

    🎯 Key Takeaways:

    • Start small, think big: The best AI implementations begin with narrow, clearly defined use cases—not a 3-year transformation plan with 47 KPIs.

    • Data is your foundation: If your data isn’t clean, your AI won’t be either. Garbage in = garbage out, just faster and more confidently wrong.

    • Break the silos: AI can’t fix your customer experience if Marketing, IT, and Customer Service are all playing in separate sandboxes.

    • Empathy still wins: When AI takes care of the boring stuff, your humans can focus on being... well, human. And that’s what customers remember.

    • Vendors should act like partners: Don’t buy tools. Build relationships with people who’ve seen the battlefield—and won.

    About the Hosts:

    Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 86,000 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.

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    32 mins
  • 🎉 400th Episode Of The Intuitive Customer Podcast! - These Are Our Biggest CX Lessons

    🎉 400th Episode Of The Intuitive Customer Podcast! - These Are Our Biggest CX Lessons
    Apr 26 2025

    Eight years, 750,000 downloads, and 400 episodes later, The Intuitive Customer is celebrating this major milestone! In this episode, Colin Shaw and Professor Ryan Hamilton reflect on what has changed in customer experience over the years and share their biggest learnings.

    📊 The Reality of Podcasting:

    • Podcasting is booming, with 546 million listeners worldwide.

    • 47% of the U.S. population (12+) listens to a podcast at least once a month.

    • Podcast ad spending is projected to hit $4.02 billion in 2024.

    • But here’s the kicker:

      • 50% of podcasts die after three episodes.

      • Only 20% make it past 10 episodes.

      • Most don’t last three years.

    💡 We are in the top 2% of all podcasts globally—thanks to you, our listeners!

    Key Takeaways

    “Customer experience isn’t just about the experience—it’s about the memory of the experience. People don’t remember every detail; they remember the peak and the end. If you’re not designing for memory, you’re missing a massive opportunity.”

    🏆 The Big Customer Experience Lessons from 400 Episodes: 🔹 1. CX is Still a Work in Progress (And That’s a Problem) 🔹 2. Memory Matters More Than You Think 🔹 3. Behavioral Science is the Secret Sauce (That Many Ignore)

    Resources Mentioned

    MasterClass Series: https://beyondphilosophy.com/why-customers-make-instant-decisions-and-how-to-effect-it/

    Memory Mini-Series: https://beyondphilosophy.com/our-behavior-is-motivated-by-what-we-recall-so-how-are-memories-formed-memory-mini-series-1-3/

    About the Hosts:

    Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 86,000 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.

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    33 mins
  • How Your Customers Judge You Before You Even Open Your Mouth

    How Your Customers Judge You Before You Even Open Your Mouth
    Apr 12 2025
    First impressions aren’t just important—they’re everything. Research shows that customers, clients, and even your colleagues are forming opinions about you, your brand, and your business in mere seconds—often before you even get a chance to introduce yourself! In this episode, Colin Shaw and Professor Ryan Hamilton dive deep into the psychology of first impressions, exploring the fascinating (and slightly terrifying) science behind snap judgments. How fast do customers decide whether they like or trust you? Why do first impressions stick so stubbornly? And most importantly—how can you make sure your business gets it right? From real-world business insights to slightly embarrassing personal stories (yes, there’s a “matching tie and handkerchief” moment), this episode is packed with actionable takeaways, humor, and behavioral science gold. If you’ve ever wondered why customers make instant decisions about your brand—and how to make sure those decisions work in your favor—this is an episode you don’t want to miss. Best Quote from the Episode: "People decide if they like you before you even open your mouth. Customers do the same thing with your business. And once that first impression is locked in? Good luck changing it." – Colin Shaw Key Takeaways: ✅ Customers form opinions in seconds. Studies show that people can judge competence, trustworthiness, and likability in as little as 10 seconds—or less! ✅ Your rational brain is slower than your gut. Neuroscience suggests that we make decisions before we consciously think about them—then we just make up a story to justify the decision we already made. ✅ Bad first impressions are a business killer. If your website looks outdated, your store is messy, or your customer service rep is unfriendly—customers won’t stick around to give you a second chance. ✅ The Halo Effect can work for you (or against you). One good first impression can positively color how customers see your entire brand. But a bad one? That impression sticks. ✅ First impressions happen multiple times. The moment a customer sees your ad, lands on your website, calls your contact center, or walks into your store—each moment is a new first impression. Make them count. ✅ Be careful what YOU look for. Your own biases affect how you judge customers, employees, and even your team. If you assume someone is a "bad fit," you’ll find reasons to confirm it—even if it’s not true. 🔎 Why You Should Listen: Want to know how to create the perfect first impression for your business? Curious about the crazy science behind why people judge in a split second? Want to hear Colin and Ryan debate whether a “matching tie and handkerchief” can ruin your career? About the Hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 86,000 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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    30 mins

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