287 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
    • 4.7 • 45 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

    How ChatGPT will massively disrupt many industries and democratize AI

    How ChatGPT will massively disrupt many industries and democratize AI

    I have written seven books, countless articles, and tons of keynote speeches, not to mention thousands of emails. As a writer, through and through, I know how difficult it can be to stare at a blank screen watching that blinking cursor wondering where to start. 
     
    But a new AI-powered chatbot might make my life a whole lot easier, and yours, too. 
     
    It’s called ChatGPT, and it has the potential to change how we create things and make the power of AI accessible to everyone. It is a conversational chatbot that can process requests and, if you want, write things for you. It has written poetry, code for applications, the copy for a Ryan Reynold’s MINT mobile company commercial, and more.  
     
    Unfortunately, it also means ChatGPT is accessible to high school students that need to write a five-paragraph essay about Romeo and Juliet. If there is one group where ChatGPT is unwelcome, it’s the teacher’s lounge at any high school or college. 
     
    In this episode, we discuss how ChatGPT might change the way organizations do things moving forward.
     
    Key Ideas to Improve your Customer Experience
     
    We also discussed what some of my readers on LinkedIn think of the AI technology in ChatGPT. Igor Rodrigues likes how it handles context. Sergei Liashenko thinks it could be useful for staff training. Graham Hill worries that if too many people leverage the technology, we will lose the distinctions between organizations that often provide a competitive edge. 
     
    We would love to also hear your insight. To subscribe to the newsletter and weigh in, please click here.
     
    Here are some other key moments in the discussion:
     
    02:41  We introduce what ChatGPT is and how we have been working with it, and how it differs from what other technology we have encountered. 07:54  Colin shares some of the ways he thinks it will serve as a writing assistant for him moving forward, and Ryan explains how it has completely wrecked the educational essay.  16:51 Colin shares some of the responses he got from readers of the newsletter on LinkedIn.  22:53  We share what the 8th imperative would have been for our book, The Intuitive Customer, if we had leveraged the AI, and it was surprisingly good. 24:32  We share our insights about what you should take away from this topic and apply it in your organization.  
    Did you know we have a YouTube Channel too? Check it out here.

    • 35 min
    These are the critical questions to see if your segmentation is effective!

    These are the critical questions to see if your segmentation is effective!

    If you have customer segments that read like the drink sizes on a fast-food menu, then this podcast is one you really need. The fact is many organizations get customer segmentation wrong. So, we came up with some critical questions that can get it back on track. 
    One of our listeners is in a pickle and it has to do with their firm’s segmentation. Vijay Patel’s sales haven’t been what he hoped, and he wondered if the problem might be targeting the wrong customers. We think they might be, too, but probably not for the reasons Patel thinks. 
    Many organizations use databases to segment their customers based on easy-to-collect data, like demographics, industry vertical, or total annual sales. While this information is useful, it is incomplete. We discuss what needs to be included to make these numbers mean anything for targeting. 
    In this episode, we explore what are critical questions an organization should be using to create customer segments that lead to effective targeting. And to be clear, they don’t use the words “small,” “medium,” or “large.” 
    Key Ideas to Improve your Customer Experience
    I have had a terrible time with UPS recently. I sent a package 2-day priority international and ten days later, I still don’t have it. Plus, I have had no luck getting answers about what happened to it. In part, I am to blame because I don’t have a lot of experience with shipping things via UPS. However, part of the problem is UPS because they don’t have a targeted experience for inexperienced shippers like me. 
    Here are a few key moments in the discussion:
    05:12  We share a pickle from Vijay Patel who asks us how to ensure that their customer segmentation is correct. 07:27  Colin talks about one of the best segmentations he has ever experienced in Hartsfield Airport in Atlanta, where they separate leisure and business travelers. 11:42  We lead into the first question about segmentation and how it should serve your organization. 14:25  Colin poses the next question about the data used to segment customers and whether it is meaningful for this exercise (spoiler alert: if it involves small, medium, and large, then it isn’t). 18:18  Ryan explains selection bias and how it can doom your efforts by missing an enormous opportunity for your business. 21:04  We explain how using databases can lead to stereotyping and how that is sloppy marketing.  25:18 We discuss psychographics and how it applies to segmentation, and why it might not work either and what we know will work better. Subscribe to our YouTube channel HERE.
    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.

    • 33 min
    7 key strategic questions essential for gaining growth in 2023

    7 key strategic questions essential for gaining growth in 2023

    It’s a new year so we decided we needed an update.  A few years ago, we gave you some rules for gaining growth. But times have changed, and so the rules need to change, too. Therefore, we took another pass at the questions that can help your organization gain growth in 2023. 
    In some ways, these are more like provocations than questions. However, we aren’t picking a fight. We are, however, trying to be provocative. In fact, we usually ask them because we know that people can’t answer them. We want them to realize that they don’t know these answers and get them thinking about it so we can help them move forward. 
    The first two questions you are probably familiar with already. They set the stage for what we are trying to uncover. Then, we move into specifics about what customers want from your experience. Next come the future questions that explore areas about where you should be trying to go and the tools you can use to get there. Finally, we get into a question about my absolute favorite part of experiences, memory. 
    In this episode, we explore what we ask and why. We also talk about what they need to realize from their answers and how it can help them gain growth in the new year. 
    Key Ideas to Improve your Customer Experience
    One company we helped move forward was Maersk Line, the world’s largest shipping company. We hosted one of the successful leaders of this organization on another episode to share the five rules for a highly successful implementation. One of the things Maersk shared is that these questions made a difference in their improvement program—which is saying something since they improved their scores by 40 points over 30 months. 
    Here are some other key moments in the discussion:
    07:36  After we discuss Maersk line, we get into our second strategic question that explores how customer-centric your organization is, and how that affects your growth. 10:21  We get into an area that we are devoting a whole episode to soon, which is about how people describe their experience with you, as well as what they really want and what drives value for them, all crucial areas to answer for your experience.  18:34 This kicks off the future part of the strategic questions, where we talk about predicting customer behavior and using Customer Science to be successful at it.   20:42 Ryan takes a 2,000-word detour to express how he agrees with Colin, much to his chagrin and Colin’s supreme delight.  28:19 We talk about Colin’s favorite subject memory, and why it matters so much to make them deliberately in your experience. 29:31  We summarize the seven strategic questions and how you can actually work on them on top of everything else you have to do—and why you should make time for them.  Did you know we have a YouTube Channel too? Check it out here.
    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.
    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. 

    • 33 min
    How do I discover if my customer has decided to buy?

    How do I discover if my customer has decided to buy?

    In sales, it can be tough to know when a customer is no longer deciding but already decided—unless, of course, they tell you that out loud. So, it is incumbent upon you to read the signs that a customer has decided to buy. 
    For example, I like to make drawings with pen and paper during my sales presentations with a contact. Then, I position the pen toward them during the discussion as an invitation for them to pick up and draw a little bit, too. 
    If they do, it’s a good sign. Scribbling away on my pad of already scribbled paper, I know that the contact is engaged and interested in how my services will help them achieve their goals. 
    However, there are several signals that a person sends when they are ready to buy. One of our listeners, Jason Bradley wrote in with a business pickle wanting to know what some of these signs are. In this episode we tell you and explain the psychology behind it.
    Here are a few key moments in the discussion:
    03:19 We present Jason’s business problem, how other listeners can send in their questions for us to answer on the podcast, and how Colin can tell a person has made a buying decision.
    7:20 Ryan presents the Rubicon Model and how it applies to our psychology around decision making. 
    14:35  Ryan talks about the differences in our mindsets before and after decision-making, and how it applies to political discussions.
    20:41 We discuss how people have a preference for action and feel invulnerable after making a decision as part of their psychological need to be right about it.
    26:19 Colin shares a story about a sales training that taught them how to get through Death Valley, and, no, it wasn’t a desert survival tip.
    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.

    • 30 min
    An Authoritative view: Three Pioneers of CX Predict Big Changes in 2023

    An Authoritative view: Three Pioneers of CX Predict Big Changes in 2023

    Every so often, I get a chance to chit-chat with colleagues of mine about the future of customer experience. This time, my colleagues were pioneers in customer experience, Lou Carbone (Experience Engineering.com) author of Clued In, and Joe Pine (StratgicHorizons.com), author of The Experience Economy. We discussed what we see changing in CX. 
     
    We all think we are at a turning point in the movement. There are a lot of things that the recent pandemic has broken. However, organizations haven’t fixed all of them. Add in the inflation rates that are crippling the economy and affecting customer behavior, and you have a good idea of the state of things these days. 
     
    However, my colleagues and I agree there are also exciting things on the horizon. Customer experience enjoyed its first academic nod. We also see CEOs taking a new interest in creative thinking and open-mindedness. Customer science looms on the horizon. 
     
    In this episode, we explore the potential for the new year in the customer experience movement and combine the powers of decades of experience to guess what will happen in 2023. We see significant changes coming and share what we see and what you should do about it. 
     
    Key Ideas to Improve your Customer Experience
     
    The state of affairs today in customer strategy is dire. The American Customer Satisfaction Index is at its lowest level in 17 years. From 2010 to 2019, two-thirds of organizations still needed to improve customer satisfaction. Forrester predicted that one out of every five people in Customer Experience would lose their job in the next twelve months. 
     
    Here are some other critical moments in the discussion:
     
    02:53  Carbone discusses how too much business thinking is still stuck in the industrial age and how we should change that. 08:31   Pine describes how experiences are about people’s time, not wasting it but making it well-spent. 12:51 Colin threatens to sing Abba’s “Knowing me Knowing You.” 20:00  Carbone announces a milestone for customer experience management, getting a nod from academia.  27:36 Pine shares ideas about developing new measurements for success in CX beyond the traditional that might track customer sentiment more than today’s measures. 36:11 We share our predictions for the new year and what organizations should focus on.  
    Did you know we have a YouTube Channel too? Check it out here.
     
    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 70,000 subscribers. 
     
    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.

    • 44 min
    5 rules guaranteed to make you an effective leader

    5 rules guaranteed to make you an effective leader

    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.
     
    Bad leadership leads to bad Customer Experience. To have a great Customer Experience, you have to have great leadership. 
     
    It reminds me of rabbits. 
     
    When my kids were little, we kept rabbits in a hutch. One day, I let the rabbits out to enjoy a little freedom in the garden. But, when I put them down, they hopped right back in the hutch. 
     
    I had taken over a call center team at the time. The rabbits’ behavior resembled my team’s. The hutch represented all the constraints built up in the call center culture. The team were much more comfortable hanging out in these constraints than finding a way to do more for customers. 
     
    It fell to me to change the culture. Over time, my call center team were hopping throughout the garden of customer centricity, but it required focus and effort on both our parts. 
     
    In this episode, we explore the role of leadership in Customer Experience and the 5 Rules guaranteed to increase your effectiveness as a leader.
     
     
    Here are a few key moments in the discussion:
     
    07:18  We start off the rules with an essential one about self-awareness; how you project yourself in your head does not always translate to the perception of your leadership by your team.  11:26  Colin introduces rule number two, which explains that you have to understand that you do not need to be the cleverest to be the leader. 16:54  We discuss The One Minute Manager, by Ken Blanchard, which emphasizes where your followers are and how ready they are to follow your lead. 20:49   Colin refers to one of his favorite leadership aphorisms, “None of us is as clever as all of us,” which speaks to leveraging the strengths of the team to create a better output rather than serving in despotic rule. 26:10  Colin emphasizes ensuring you maintain the critical individual relationships with team members that are necessary to your team’s culture, a critical concept in Ken Blanchard’s follow up book, The One Minute Manager Meets the Monkey. 28:36 We round out the rules with a crucial part of leadership, loyalty, which goes both ways but starts with the leader.   
     
    Did you know we have a YouTube Channel too? Check it out here.
     
    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 70,000 subscribers. 
     
    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. 

    • 33 min

Customer Reviews

4.7 out of 5
45 Ratings

45 Ratings

Stacy Sherman-DoingCXRight®‬ ,

Informative CX Podcast. Awesome Hosts Too.

Colin Shaw and Prof Ryan Hamilton know how to do podcasting right. Each show is informative and fun to listen to. If you want to learn how to differentiate your brand through CX, this is a great resource! Also, they provide a wonderful podcast guest experience too. I’ve had the gift of being on the Intuitive Customer. A 5 star experience.
They are walking the talk!
~Stacy Sherman

ratsofNIMH ,

Love listening to these two

Colin and Ryan give helpful insights in a fun way. Love it!

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.

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