250 episodes

We believe you should laugh and learn! 'The Intuitive Customer' podcast achieves this. Hosted by Colin Shaw, recognized as a global influencer on Customers, and Prof. Ryan Hamilton, Emory University discusses how you can improve your Customer Experience and gain growth.

This review sums it up: "The dynamic between the two hosts absolutely makes this podcast. Each brings a unique take on the topic, their won perspective, and play off each other sense of humor. I come away after each episode with a feeling of joy and feeling a bit smarter".

It is brought to you by Beyond Philosophy through our consultancy, training, and market research.

Visit BeyondPhilosophy.com

The Intuitive Customer - Improve Your Customer Experience To Gain Growth Beyond Philosophy LLC

    • Business
    • 4.6 • 42 Ratings

We believe you should laugh and learn! 'The Intuitive Customer' podcast achieves this. Hosted by Colin Shaw, recognized as a global influencer on Customers, and Prof. Ryan Hamilton, Emory University discusses how you can improve your Customer Experience and gain growth.

This review sums it up: "The dynamic between the two hosts absolutely makes this podcast. Each brings a unique take on the topic, their won perspective, and play off each other sense of humor. I come away after each episode with a feeling of joy and feeling a bit smarter".

It is brought to you by Beyond Philosophy through our consultancy, training, and market research.

Visit BeyondPhilosophy.com

    The Future of Contact Centers is Enriching Human Interactions. Are You Prepared?

    The Future of Contact Centers is Enriching Human Interactions. Are You Prepared?

    The contact center at many organizations doesn’t get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense. As a result, their team was always pressured to streamline staffing, coached to be as efficient as possible with multiple priorities, and designed to generate the least amount of cost. 
    These measures weren’t bad business principles, but they also didn’t send the best signal to the team. Contact center employees felt like second-class citizens in the organization, not nearly as valuable or venerated as sales and marketing.
    However, the contact center should have been valued. The contact center is an essential component to your experience, and also contains a wealth of information about your customers. With all that rich data pouring in, the contact center can be a front-line help to the company and the company’s brand. 
    The tide is turning regarding how organizations view the contact center. We have the pandemic to thank for part of this realization about the contact center’s value. One of the few good things that came out of the pandemic was the acceleration of technology adoption and comfort. Plus, the need for contact center workers to work from home meant that organizations had to embrace the cloud, which is an essential element for the contact center technology of the future.
    In this episode, we host Thomas Goodmanson, President and CEO of Calabrio, a global Customer Experience intelligence company that builds software to enrich customer interactions. Goodmanson explains the future of contact centers and why now is an excellent time to be in the contact center game. 
    Key Ideas to Improve your Customer Experience
    Goodmanson points out that high turnover rates are a source of frustration for many contact center organizations. Turnover makes it difficult to train your people in the skills necessary to deliver that experience you want for your brand. If you don’t have that front-line team there for the context, the data you collect is full of all your customer behavior insights, but inaccessible to put to work for your customer strategy. 
    Here are a few key moments in the discussion:
    05:41  Goodmanson explains which parts of the employee experience of the contact center employee are broken and why.  08:30  Colin asks Goodmanson to take a deeper dive into how the software available for contact centers enriches human interactions and where that ties into Calabrio’s customer experience intelligence field. 14:21  We discuss the area of self-service and how some generational differences might drive the channels for future contact centers.     18:48  Goodmanson describes how software innovation will alleviate some of the stresses and pain points associated with a call center employee’s daily work.    22:00  Colin shares his view about how the experiences of the future that will be most successful are those that are proactive, and asks what Goodmanson thinks about that, too.  24:37  All three of the hosts share their advice and key takeaways for the future of contact centers.       
    This episode is sponsored by Calabrio. 
    Please tell us how we are doing! Complete this short survey. 
    Customer Experience Information & Resources
    LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter.
    Click here to learn more about Professor Ryan Hamilton of Emory University. 
    Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Cu

    • 27 min
    Are You Really Confused? How You Describe Yourself is Not Seen By Others

    Are You Really Confused? How You Describe Yourself is Not Seen By Others

    Verint  is an expert in the Voice of Customer and have been for over 25 years. Their Verint on the Engagement Capacity Gap  report is essential reading for experience professionals today. Fleischaker emphasizes the critical nature of ensuring that you don’t overlook Voice of Customer data, which is crucial part, so you can optimize the relevance of the insights you get from it.
    Key Ideas to Improve your Customer Experience
    Here are a few key moments in the discussion:
    03:59  08:07   12:51   20:04   21:57  25:02   Verint sponsors this episode. Click here to register for Verint's annual engagement conference in Orlando from June 13 to June 16.
    Verint helps the world's most iconic brands build enduring customer relationships by connecting work data and experiences across the enterprise. The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and the science of customer engagement to meet shifting customer interactions and their ever-increasing demands. 
    Please tell us how we are doing! Complete this short survey. 
    Customer Experience Information & Resources
    LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter.
    Click here to learn more about Professor Ryan Hamilton of Emory University. 
    Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 35,000 subscribers. 
    How can we help?
    Click here to learn more about Beyond Philosophy's Suite of Services.

    • 34 min
    Subscription Model? Is This Really The Best Approach for Me?

    Subscription Model? Is This Really The Best Approach for Me?

    How many streaming services do you subscribe to? How many products are on Amazon Subscription in your Prime Account? Do you subscribe to satellite radio? How about music streaming?
    I think you get the point. We subscribe to everything. Subscriptions are as normal today as texting or drinking $6 versions of coffee that we can make for ourselves at home. 
    Subscriptions have a lot of appealing features to customers. In the U.S. Food and Beverage report by Attest, a consumer research platform, we learned that Of course, they also have a lot of benefits to the companies that offer them, not the least of which is a steady stream of income from its customer base. 
    In this episode, we explore the reasons why customer like subscriptions and how psychology influences these feelings. We also explain how behavioral sciences play a role there, too.
    Key Ideas to Improve your Customer Experience
    Many years ago, I subscribed to Amazon Prime to get faster shipping. As a result, I also get Amazon Prime streaming as part of the package, but it wasn’t the driving force behind my decision. Now, the irony is that I choose Amazon Day delivery to reduce how many shipping packages I receive. So, apparently, I no longer need the fast shipping, but I won’t cancel Amazon Prime because I don’t want to lose the streaming service. This example is not uncommon among subscribers. Loss Aversion is a significant influence on our behavior when we continue to subscribe.
    Here are a few key moments in the discussion:
    03:19  Before we get into the theories about why subscriptions work the way we do, we share some interesting examples of programs that are working, from phones to cars to…heated seats? 06:27  Colin shares some fascinating statistics revealed by Attest, a consumer research platform, in their latest Food and Beverage report. 11:14   Ryan explains the two perspectives regarding subscription services and what each of them likes best about it.     16:54   We discuss how Mental Accounting benefits from the lower installment pricing inherent in subscription programs. 20:33  We discuss the role of Loss Aversion in subscription service and how it can benefit organizations that offer them to customers. 29:17   We share our practical advice and what we think organizations should be wary of, or tragedy may ensue.      
    This podcast was done in partnership with Attest.
    Please tell us how we are doing! Complete this short survey. 
    Customer Experience Information & Resources
    LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter.
    Click here to learn more about Professor Ryan Hamilton of Emory University. 
    Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 35,000 subscribers. 
    How can we help?
    Click here to learn more about Beyond Philosophy's Suite of Services.

    • 34 min
    Discovering Hidden Customer Insights in New Places is Critical for Future Success!

    Discovering Hidden Customer Insights in New Places is Critical for Future Success!

    Customer Science is a vital part of any organization’s future success with their customer experience. The combination of AI, behavioral sciences, and data is a powerful way to gain insight into your customers behavior so you can provide a proactive and perfect experience for them. 
    But how good is the data you are feeding it? And are you feeding ALL your data into the mix? If our experience tells us anything, it’s that you probably aren’t, which can degrade the quality of the insights available to you.
    In this episode, we talk with Chief Marketing Officer of Verint,  Celia Fleischaker about the third part of the Customer Science fusion formula, data, and how to ensure that you are using all of yours. 
    Verint  is an expert in the Voice of Customer and have been for over 25 years. Their Verint on the Engagement Capacity Gap  report is essential reading for experience professionals today. Fleischaker emphasizes the critical nature of ensuring that you don’t overlook Voice of Customer data, which is crucial part, so you can optimize the relevance of the insights you get from it.
    Key Ideas to Improve your Customer Experience
    One significant issue with many organizations’ customer data is it isn’t collected in one place, nor is it in one format. This situation makes it difficult to leverage all the data you have. Often, organizations use what is easiest to use, e.g., sales numbers, geo locations, delivery records, rather than all that is available. However, it is in the layering of details that you have about customer behavior that you get the richest rewards from Customer Science.
    Here are a few key moments in the discussion:
    03:59 Fleischaker explain how the shift to digital channels has resulted in more data available for you to feed into your AI, including that from the Voice of Customer, which requires companies to consolidate it.  08:07  We hear about an insurer in Europe who is using Customer Science to improve first all resolution and Customer Experience in the contact center.    12:51  Colin asks Fleischaker how this influx of data used with Customer Science has changed marketing.    20:04  Fleischaker explains how the new approach to customer strategy will affect customer segmentation and targeting efforts. 21:57 We talk about the ways that leveraging your data can result in a proactive experience that anticipates customers’ needs. 25:02 All three of us share practical steps that organizations should take today to make their data work better for them in the science-driven future.      
    Verint sponsors this episode. Click here to register for Verint's annual engagement conference in Orlando from June 13 to June 16.
    Verint helps the world's most iconic brands build enduring customer relationships by connecting work data and experiences across the enterprise. The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and the science of customer engagement to meet shifting customer interactions and their ever-increasing demands. 
     
    Please tell us how we are doing! Complete this short survey. 
    Customer Experience Information & Resources
    LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter.
    Click here to learn more about Professor Ryan Hamilton of Emory University. 
    Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 35,000 subscribers. 
    How can we help?
    Click here to learn more about Beyond

    • 30 min
    5 Rules For Creating Behavioral Experiments That Get Results!

    5 Rules For Creating Behavioral Experiments That Get Results!

    A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science.
    Experiments serve as the gold standard for determining causality. If we create them correctly, we know that an action we take makes something else happen and there isn’t any other explanation. 
    That is, if we create them correctly.
    Even in my corporate career I realized that determining causality is tricky. After presenting to organizations the revenue gains they can expect by taking my advice, they ask, “How do we know that your changes caused the increase instead of something else?” My answer was always the same, unsatisfying one: You won’t.  
    That’s because we can never know the causality of behavior at 100 percent certainty (even if we follow all the rules). 
    However, when we have more data we also have more confidence that there is no other explanation. Sound experiment creation strategies will help us build a solid case for our causality. 
    In this episode, we share the five rules for creating behavioral experiments. We talk about how academics design behavioral experiments and how that could work regarding your experimentation regarding changing experiences to inspire new customer behavior. 
    Key Ideas to Improve your Customer Experience
    So, what are the 5 rules? The 5 Rules for Running Behavioral Business Experiments include:
    Define your metrics and what you're going to measure.  Establish comparison conditions. Randomize or get as close to randomization as you possibly can.  Define the theory…or not. Foster a culture of experimentation. Here are a few key moments in the discussion:
    03:46  Ryan begins his list of rules by first explaining why you should care about following them, which is because proper experimentation determines causality. 07:43  We get into a discussion about the three things that you need to establish causality in your experiment and why they are important to your results. 10:12 Ryan begins the list of the rules, starting with the most foundational, which is to determine what you want to measure before you design your experiment.     12:48  We discuss why it is essential to establish different conditions in your experiment (Hint: it comes down to one word: comparison). 20:25  Ryan explains why having a theory going into an experiment than not having one.   25:42  We talk about why it is essential to allow failure with regards to experiments, and why you will be glad you did (most likely).   
    Please tell us how we are doing! Complete this short survey. 
    Customer Experience Information & Resources
    LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter.
    Click here to learn more about Professor Ryan Hamilton of Emory University. 
    Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 35,000 subscribers. 
    How can we help?
    Click here to learn more about Beyond Philosophy's Suite of Services.

    • 31 min
    Our Customers Are Always Complaining about Our Prices, What Do We Do?

    Our Customers Are Always Complaining about Our Prices, What Do We Do?

    Prices will never be low enough for customers. After all, have you ever got a customer survey back that said you should charge more for your product or service? Have you ever written that yourself as a customer? Of course you haven’t! Who would?
    As you may remember, some of our listeners write in to our “I’m in a Pickle” feature of the podcast. This week we consult Peter about his business-to-business (B2B) customers that push back on price. Peter’s company is not the cheapest, nor do they have plans to be, so he wants to know what he should do about this customer behavior.
    Too many organizations don't have a pricing strategy, even though having one is essential to your overall customer strategy. The foundational element is that you should communicate value. Without value that the customer sees, your price will never, ever be low enough.  
    Chances are, some of you have faced Peter’s problem, too. So, this episode is about customer pricing and the psychology surrounding it. Perhaps more importantly, it’s about how to keep your prices high and your customers feeling like they are getting a deal. 
    Key Ideas to Improve Your Customer Experience
    In another podcast, we discussed Fernando’s problem regarding distinguishing a commodity from the others in the field. If you haven’t heard that one, a simple summary is determining how you are different from the other suppliers is first, and communicating this difference is second. These are the same principles vital for pricing strategy. After all, nothing is valuable until a customer is willing to pay for it. 
    Here are a few key moments in the discussion:
    03:21  Ryan, who researches pricing in his academic career, talks about the different approaches one can take to address pricing issues with customers, starting with communication. 05:12  Colin talks about the concept of perceived value and how no one will buy anything without it.  10:05  Ryan begins his advice for Peter by talking about how a pushback on price is often a feeling that the value provided does not justify the price, which is usually a communication problem.     13:14  Colin talks about buying an uninterruptible power supply using a metric he understood, but maybe not the most important one; Ryan explains that this happens a lot, so manufacturers should know what that easier metric is that customers use to decide. 18:00   We talk about the Curse of Knowledge, and how it can affect how we communicate about a products’ features and specs instead of the benefits that customers would understand and want to know.   24:35  We also suggest that the problem might be that Peter has price conscious customers and he needs to attract a different type instead based on a podcast a few weeks ago about firing your customers.   
    Do you have a business pickle? Tell us about it here.
    Please tell us how we are doing! Complete this short survey. 
    Customer Experience Information & Resources
    LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter.
    Click here to learn more about Professor Ryan Hamilton of Emory University. 
    Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 35,000 subscribers. 
    How can we help?
    Click here to learn more about Beyond Philosophy's Suite of Services.

    • 28 min

Customer Reviews

4.6 out of 5
42 Ratings

42 Ratings

Jenn5658 ,

Great podcast!

One of my favorite shows. It’s very insightful and I highly recommend this podcast to anyone from consumers to CS/non-CS professionals.

AMJMAC ,

Delightfully humorous and informative

The dynamic between the two hosts absolutely makes this podcast. Each brings a unique take on the topic, their own perspective, and play off each others sense of humor.

I come away after each episode with a feeling of joy and feeling a bit smarter- win-win.

Yes, I said joy ☺️

CX Starter ,

One of my favorites!

As a service professional pivoting to focus more on CX, I find this show entertaining and knowledgeable. I look forward to weekly updates that always seem right in line with topics of interest. Well done!

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