346 episodes

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 Colin Shaw, Beyond Philosophy LLC

    • Business
    • 2.0 • 1 Rating

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

    Revealed! The Silver Bullet of How to Improve Your Customer Experience

    Revealed! The Silver Bullet of How to Improve Your Customer Experience

    "What's the one thing we need for a stellar Customer Experience?" 
     
    If we had a dollar for every time clients asked us this, we’d, well, have quite a few dollars. 
     
    The question is understandable. This unspoken desire for a silver bullet solution echoes across industries. We all want a silver bullet solution that will fix our problems, whether for weight loss, financial growth, or, in Colin’s case, for playing the guitar. 
     
    The problem is that there isn’t one for CX improvement. Or guitar, frankly. Achieving mastery in guitar isn't about shortcuts—it's about hours and hours of practice. Likewise, crafting a remarkable CX demands dedicated effort, not a quick fix. Yet, the allure of a silver bullet persists.
     
    The quest for a single, transformative action stems from a human penchant for simplicity, urgency for instant results, and an aversion to complexity. Many wish to sidestep the nuanced challenges of CX improvement, preferring an easy remedy. It's a journey fueled by a lack of CX expertise, feeling overwhelmed by the myriad CX considerations, and the appeal of past CX success stories with simple solutions.
     
    In this episode, we explore seven reasons we want silver bullet solutions. Perhaps more importantly, we offer a realistic perspective on embracing the truth: CX improvement demands dedication and a holistic approach. By understanding the reasons behind the silver bullet mindset, businesses can navigate their CX journey with a clearer understanding and realistic expectations.
     
    In this episode you will discover:
     
    Why our psychology drives us to crave straightforward solutions, overlooking the intricacies of CX enhancement.
    How our love for immediate results fuels the search for quick fixes and why we shy away from the multifaceted challenges in CX, seeking simplified remedies.
    What guitar solo Colin would play if he had a magic wand, or, magic guitar pick. 
    The influence of exceptional cases and how they reinforce the belief in silver bullet solutions.
    How our old pal Risk Aversion weighs in by leading us to seek shortcuts instead of embracing comprehensive CX strategies.
     

    • 31 min
    Master the Art of Staying Cool: 5 Rules to Handle Customer Crises

    Master the Art of Staying Cool: 5 Rules to Handle Customer Crises

    You will have a customer crisis. We apologize for being so direct, but the fact is customer crises are inevitable.  When it does happen, will you be able to navigate it to an acceptable outcome? Do you have a comprehensive approach?
     
    We doubt it. Few organizations do. 
     
    Most think a customer crisis isn’t going to happen to them or that they will be able to manage it when it does with their business-as-usual approach. 
     
    They are wrong. It will, and they won’t. 
     
    Others think they do have a plan, even if they came up with it when the main method of communication with customers was some form of physical correspondence. They have it in a binder on a shelf back by the disconnected fax machine, just above paper files and right next to their Blackberry charger.
     
    To be fair, they do have a plan, technically, but it lacks relevancy and will probably result in winging it at the moment of crisis.
     
    When it comes to customer experience, even the best-managed companies encounter challenges. The inevitability of a customer crisis necessitates a proactive approach, emphasizing the art of staying composed in the face of adversity. In this pursuit, five fundamental rules emerge to guide organizations through the intricate landscape of customer crises. 
     
    We share these rules and why they will help in this episode. The journey through customer crises demands a holistic and proactive approach. By embracing these rules, organizations can navigate the complexities of customer crises with composure, transparency, and a commitment to continuous improvement.
     
    Here are some of the things you will learn:
    Starting with the obvious, we make the case that a well-thought-out plan is essential in managing customer crises effectively and that you likely have the foundations of one built already in your present customer service scheme.
    We share how reminding cruise passengers a watery death on the journey is a possibility by having an evacuation drill upon leaving port is a great way to start the cruise experience—and a relationship built on trust. 
    We explain how actively listening to customers and showing empathy is critical to maintaining composure during a crisis, especially for frontline employees, who face the barrage of raw, disappointed customer emotions first.
    Why news should always be shared, good or bad, and that transparency and honesty take precedence over withholding information during a crisis.
    The essential nature of reviewing the whole problem, what you learned, and how you plan to avoid it happening again in the future will move your customer relationships forward in a positive way once the negative incident is behind you.
     

    • 29 min
    Overcoming Gridlock in Decision Making: Unraveling the Paradox of False Consensus

    Overcoming Gridlock in Decision Making: Unraveling the Paradox of False Consensus

    Have you ever come across the Abilene Paradox? It's when everyone agrees to do something that no one really wants to do. 
     
    Jerry B. Harvey coined "The Abilene Paradox" based on a family incident. They ended up driving 50 miles each way across the scorching Texas desert to Abilene for dinner, even though none of them wanted to go. They all thought everyone else wanted to go, so they reluctantly agreed. Politeness led them to a hot, dusty adventure that none of them enjoyed.
     
    This reminded me of a recent experience. I had plans with friends, but as the weekend neared, I wasn't up for it. I decided to bow out and texted the group. Surprisingly, many others in the group thanked me for speaking up because they didn't want to go either. It made me wonder who initiated the plan in the first place.
     
    In work settings, I recall something similar. I remember being in meetings where the boss suggested something not so great. Nobody spoke up because, well, the boss is the boss. Challenging the boss could make someone look foolish, so everyone went along. This conformity can lead organizations down a problematic path.
     
    So, what can you do to avoid the Road to Abilene? 
     
    This episode explores how to avoid such situations in your organization. The good news is there are effective ways to manage it, with strong leadership and a robust communication process being crucial. 



    In this episode, you will also learn:
     
    The various reasons we find ourselves in such situations that often involve avoiding conflict, fearing consequences, or having poor communication systems within the team.
    How to encourage open communication and foster an environment where team members feel safe expressing their opinions without fear of backlash. 
    What the benefits are of constructive dissent, where leadership encourages team members to voice differing opinions and ideas, leading to better decisions and avoiding the pitfalls of silent conformity.
    Which essential leadership skills matter most here, and why there is value in listening to diverse perspectives
    The specific strategies organizations can use to avoid falling into the Abilene Paradox trap, ensuring that decisions and plans are based on genuine agreement and understanding.
     

    • 29 min
    How to Measure the Hidden Impact on ROI of Evoking Customer Emotions

    How to Measure the Hidden Impact on ROI of Evoking Customer Emotions

    A hidden impact exists regarding your experience management return on investment (ROI). It is often overlooked because it lurks between a specific moment in a customer process and the behavior resulting from it. However, uncovering and understanding this hidden impact is critical for comprehending its implications on the bottom line.
     
    Emily Davidson wanted to know how to determine the value of her Customer Experience initiatives, a challenge many in the field face. So, she asked us—and we were glad to tell her. What Emily needs is the insight provided by our Emotional Signature research. 
     
    The Emotional Signature was developed years ago in collaboration with the London Business School. It resulted from millions of questions posed to thousands of business professionals across hundreds of countries, leading to the identification of the Emotional Signature®.
     
    The Emotional Signature gauges how experiences make individuals feel and how those emotions correlate with the value assigned to the experience. For instance, an experience infused with friction and frustration might yield an Emotional Signature that disappoints customers, resulting in undesirable behavioral outcomes. Conversely, positive emotional connections can enhance outcomes.
     
    Emotions drive customer behavior, influencing actions beyond what survey responses might indicate. A case in point is how Disney Theme Parks discerned that guests, when surveyed, requested salads, but their behavior demonstrated a preference for junk food. This discrepancy showcases the nuanced nature of customer desires and the importance of understanding the specific feelings driving behavior.
     
    In this episode, we explain to Emily and our other listeners how the Emotional Signature Research provides a data-driven approach to understanding the intricate relationship between emotions, customer behavior, and organizational values. While optional for those already convinced of the emotional impact on customer behavior, it is a powerful tool for skeptics requiring tangible evidence before investing resources in experience improvements.
     
    In this episode, you will discover the following:


    The key to measuring emotional impacts on ROI is how organizations often don’t even know when you ask them and how you can figure it out for your organization. 
    The twenty emotions, ranging from joy to frustration, that drive or destroy value for organizations. 
    Why granularity about customer emotions is crucial, and why the ubiquitous oversimplification of emotions as positive or negative won’t work. 
    A  basic explanation of Structural Equation Modeling, a widely accessible statistical technique, and who to assign it to on your team (hint: it’s the one who is best with numbers).
    How sorting through what customers say they want but don’t drive value and what customers don’t say they want but do is crucial for making informed decisions that impact the bottom line positively.
     

    • 34 min
    Psychology of Buying: Why 'Mental Accounting' is Critical to the Decision to Buy

    Psychology of Buying: Why 'Mental Accounting' is Critical to the Decision to Buy

    Have you ever noticed that spending cash is harder than using a credit card? You are not imagining things. Different payment methods carry varying degrees of discomfort when used. 
     
    Cash tends to have the most painful impact, followed by checks. Credit cards offer a lesser discomfort than cash or checks. With advancements in payment technologies like contactless cards or smartphone transactions, the potential exists for these methods to generate even less discomfort than traditional credit cards. 
     
    So, how can businesses leverage these insights into payment methods to assist customers in handling their emotional response to spending?
     
    To put it simply, the answers lie in Mental Accounting and Reframing.
     
    Mental Accounting plays a pivotal role in how customers navigate their emotions regarding spending. It serves to alleviate guilt and elevate happiness in spending scenarios. Thus, it's crucial to consider mental accounting within the broader context of managing customers' emotional experiences.
     
    In this episode, we explore where your customers are emotionally relative to the purchases they make and how guiding them to an improved mental accounting from your business perspective is essential. It turns out that messages that acknowledge and address customers' emotional responses to spending can be a powerful strategy in enhancing their overall satisfaction and engagement during transactions.



    Here are some other key moments in the discussion:
     
    04:09  Ryan explains how money can be spent on anything, however the biases we create using mental accounting help us manage our emotions regarding our spending. 
    07:20  Colin associates a podcast with Joe Pine regarding how customers value their time in experiences differently depending on the type of timed transaction it is.   
    17:43  We discuss the importance of understanding what mental accounting your customers are using and working with that to help them feel more satisfaction with their purchase.
    21:08  We explore how financing in the mix can change the spending experience for customers.  
    28:09  We share the key takeaways from Mental Accounting and how you can leverage it to improve your experiences with customers.




    About Colin Shaw
    LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has over 294,000 followers and 78,000 subscribers to his LinkedIn newsletter ‘Why Customers Buy’. The Financial Times selected Beyond Philosophy as one of the best management consultancies for four years. 
    Colin is a renown keynote speaker and undertakes consultancy work and educational workshops to help organizations improve their Customer Experience. 
     
    Click here to learn more about Professor Ryan Hamilton of Emory University. 



    How can we help?
    Click here to learn more about Beyond Philosophy's Suite of Services.
     
    Please tell us how we are doing! Complete this short survey. 
     

    • 32 min
    The Ethical Roadmap: 5 Rules for Business Ethics from Academia

    The Ethical Roadmap: 5 Rules for Business Ethics from Academia

    Exploring ethics is challenging. Given its abstract nature, it is a tough subject for learning and discussion. 
     
    That said, we never falter in the face of a challenge.  We developed five principles of professional ethics we believe are vital to revisit periodically.
     
    Are they rigid guidelines? Do they offer absolute answers? Are they timeless? 
     
    Not quite. 
     
    Ethics evolve over time, and what's acceptable today might not be so in the future. Nevertheless, ethics, much like any skill, can be nurtured, honed, and enhanced. 
     
    It's intriguing to note the limited emphasis organizations place on ethics training. Perhaps there's an antiquated belief that either you possess ethics inherently, or you don't. It's possible that some organizations subscribe to the notion of, "If your parents didn't instill it, we won't either."
     
    In this episode, we unpack the five rules of professional ethics. These five principles serve as a compass, aiding in constructing a framework for achieving the best outcomes and comprehending the path taken, ensuring it can be replicated successfully.
     
    Here are some key moments in the discussion:
     
    05:41  We start with the first rule about setting your own personal boundaries, and whether or not it’s okay to kill your boss.
    10:05  After introducing the second rule, which gets deeper into the influence of context, we learn where Ryan gets demonstrations for his lessons on ethics (spoiler alert: It’s Netflix).
    20:51  The third rule talks about regulating the environment, whether that’s changing the culture or walking away from it.
    25:04  We go against what we usually say about intuition and encourage you to trust your gut…but only this time!
    28:24  We announce the last rule, which is a warning that nothing is perfect; finding the best solution is the best you can do in some situations and accepting that is essential.
     
    Did you know we have a YouTube Channel too? Check it out here.



    About Colin Shaw
    LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has over 294,000 followers and 78,000 subscribers to his LinkedIn newsletter ‘Why Customers Buy’. The Financial Times selected Beyond Philosophy as one of the best management consultancies for four years.
    Colin is a renown keynote speaker and undertakes consultancy work and educational workshops to help organizations improve their Customer Experience. 
     
    Click here to learn more about Professor Ryan Hamilton of Emory University. 



    How can we help?
    Click here to learn more about Beyond Philosophy's Suite of Services.
     
    Please tell us how we are doing! Complete this short survey. 

    • 37 min

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