231 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

    Watch Out! We Are in Danger of Repeating the Same Mistakes We Did Last Year!

    Watch Out! We Are in Danger of Repeating the Same Mistakes We Did Last Year!

    I started Beyond Philosophy 20 years ago when Customer Experience was the next big thing; the new concept that was going to change everything in business. The last big thing, Customer Relationship Management (CRM), was old news. After all, everyone had one at that point. 
    Now, in 2022, I see the next big thing: Customer Science. Customer Science combines the power of artificial intelligence (AI), customer data, and the concepts of behavioral science to help organizations create a winning customer strategy. Leveraging the power of Customer Science, organizations can understand why their customers are doing what they are now and, perhaps more importantly, what they are likely to do next. 
    In this episode, we talk about Customer Science and how it can turn things around for your organization in 2022. Will you be on this new wave of change’s crest or left in its trough making the same mistakes you did last year?
    Key Ideas to Improve your Customer Experience
    The mistakes of last year are best summarized by lagging or plateauing Customer Satisfaction Scores. The American Customer Satisfaction Index (ACSI) says only 30 percent of companies tracked by ACSI improved their score over the last 10 years. Another way to look at it is ASCI says 70 percent of companies either had flat results or saw a decline in customer satisfaction. All this to say, it’s time for a next level for customer strategy. As Customer Experience moves aside for Customer Science, we have found it.
    Here are a few key moments in the discussion:
    03:21  Colin describes how what he is seeing in business today regarding customer experience feels familiar to what was happening over two decades ago with CRM. 08:34  We get into what Customer Science is and what it is capable of doing for businesses today.   13:27  Colin reads some articles for 2002 regarding CRM, when experiences were becoming a new focus and compares it to what is happening with Customer Experience today.     20:10  Colin explains what this might mean for Customer Experience professionals moving forward with the new wave of change. 22:51 We share how to respond to these changes in the best possible way for your organization and your career as we move into 2022.      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 289,000 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 LLC as one of the best management consultancies for the last two years. 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 22,000 subscribers. 
    Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more. 
    How can we help?
    Click here to learn more about Beyond Philosophy's Suite of Services.

    • 28 min
    Is This The Future? Great Practical Examples of the Beginning of the Metaverse

    Is This The Future? Great Practical Examples of the Beginning of the Metaverse

    The metaverse. It is supposed to be a digital world. Some say it will combine social media and virtual reality (VR), like a more complex VR chat. Some say it will be the next level of online interaction where anything can happen. Others are confused by what it is and what it means. Some call it Mark Zuckerberg’s pipe dream. We think it is the future of Customer Experiences. 
    Immersive experiences are part of the metaverse, leveraging the power of augmented reality (AR) and VR. While they have to this point largely been dominated by games and entertainment, these immersive technologies are poised to change how people interact with brands’ products and services in more everyday ways. 
    In this episode, we invited Dobrian Dobrev (@DobrianDobrev), a User Experience Designer and a speaker at UX conferences and author on UX Design and Information Architecture  to tell us how the metaverse will change things in brand marketing. Dobrev takes us through the ways Coca-Cola has been using these technologies in their customer strategy to great success. 
    Key Ideas to Improve your Customer Experience
    The metaverse is in its infancy. Few organizations really know what it is or how to use it in their customer strategy, perhaps thinking of it as a “gamer thing.” However, Dobrev sees enormous potential for brands to use these technologies beyond entertainment, which he has written about in the past. Coca-Cola has been one of the first brands that gets it and Dobrev gives us a front-row seat to their strategy and success. 
    Here are a few key moments in the discussion:
    05:29  Dobrev to defines the immersive technologies that Coca-Cola uses, and the differences between AR and VR. 07:41  Colin gives a layman’s example of what a metaverse is using a science fiction example and Dobrev explains how AR, VR, and the metaverse will leverage immersive technology to real-world applications and change customer interactions. 13:04  We learn about an entertainment VR project Coca-Cola used to promote their Fanta brand and how that evolved into a campaign, called Hydr8 AR prototype that ventured outside entertainment and what it was designed to do for customers.     17:02  Dobrev shares the concepts behind an early VR project where Coca-Cola made their packaging convert to a VR headset.        18:48  Dobrev explains how Coca-Cola used AR to help small businesses reinvigorate their business after the first global shut down with “Open Like Never Before.” 20:50  We ask Dobrev what he sees as the future and what brands can do to get started creating immersive experiences for their products and services.   Want more stuff like this? Don’t miss CXN Live: Voice of the Customer 2022  for more great ideas on leveraging customer feedback to enhance customer understanding, optimize key touchpoints, identify friction points, and drive culture change.
    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 289,000 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 LLC as one of the best management consultancies for the last two years. 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 22,000 subscribers. 
    Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacti

    • 28 min
    Stop Making Excuses! COVID Isn't the Reason Customer Experiences Are Declining, This Is...

    Stop Making Excuses! COVID Isn't the Reason Customer Experiences Are Declining, This Is...

    Customer satisfaction is low. What’s worse, we can’t just blame COVID for the problem. Sure, COVID is part of it, but, surprisingly, this problem has other causes. 
    Not only that, but a recent report from the American Customer Satisfaction Index (ACSI) suggests that only 30 percent of companies tracked by ACSI improved their score—since 2011. That means that 70 percent of companies either had flat results or saw a decline in customer satisfaction. 
    It’s time to stop making excuses and turn things around. 
    In this episode, we talk with the Managing Director of the ACSI, David VanAmburg about what has been going on over the past ten years in Customer Experience. Like usual, the problem, has a few different influences. We discuss them and what we can do to fix them in 2022. 
    Key Ideas to Improve your Customer Experience
    I have experienced many waves of change in my career. When I was starting out it was all about Total Quality Management and Business Process Reengineering. Then, following that was Customer Relationship Management (CRM). Starting in the 90s and over the last 20 years, it has been Customer Experience. It surprised me to see that in a time when more organizations were addressing Customer Experience that the ACSI scores were mostly flat or declining. We discussed a few things that might be part of the problem.
    Here are a few key moments in the discussion:
    04:22  VanAmburg gives us his take on the things that are affecting the low scores we see of late on the ACSI. 08:18. Colin asks why VanAmburg thinks that only 30 percent of companies improved their customer satisfaction scores in the last ten years covered by the report.   10:20 VanAmburg explains the problems of too much focus on the smaller picture and not enough of the bigger picture when analyzing data from a CRM.     12:58  Colin talks about how some companies jump into things without understanding them or committing to them, including CRM.  17:04  VanAmburg explains how retail banking faired through the pandemic, and what other companies could learn from it.    18:31 Ryan summarizes the discussion and teaches us all about medium maximization and how that can affect results. 24:07 Colin and VanAmburg discuss the influence of customer expectations and how those changed during the pandemic and affected scores during the pandemic.  27:31 Colin asks what VanAmburg thinks will happen in 2022,  and his answer probably won’t satisfy you.   
    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 289,000 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 LLC as one of the best management consultancies for the last two years. 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 22,000 subscribers. 
    Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more. 
     
    How can we help?
    Click here to learn more about Beyond Philosophy's Suite of Services.

    • 32 min
    The Big Fail: Why Are You Not Listening to the Voice of Your Product?

    The Big Fail: Why Are You Not Listening to the Voice of Your Product?

    What would it be like if your printer sent you an email to let you know it needed ink? Or if your car could tell you that you need to take it in for transmission service? Or if your refrigerator could tell the repair professional what was wrong with it before you ever said a word? 
    Sound like a futuristic take on product technology? It is, and it’s called the Internet of Things (IoT). However, you might be surprised to know that the ability to have all these things is already available and some companies have been using it to excellent effect.
    In this episode, we hosted Tobias Goebel (@tpgoebel) Product Marketing Principal at Twilio IoT. Goebel’s article, “It’s Time for the VoC to Get a Little Brother: The Voice of the Product,” introduced the idea of the Voice of Product (VoP) to us. We discuss how the VoP can change how experiences occur in the future and why it should be a significant part of your customer strategy today. 
    Key Ideas to Improve your Customer Experience
    Goebel is clear that he thinks the VoP will not replace the VoC. Instead, Goebel sees it as enhancing the interactions customers have with organizations. The VoP can help firms be proactive in anticipating customers’ needs by communicating issues before they become problems, be active in resolving customer issues by providing unbiased feedback regarding its usage and be reactive to the trends the product team sees and areas of opportunity the VoP uncovers from the data it reveals. 
    Here are a few more of the key moments in the discussion: 
    05:04  Goebel describes how he views IoT and what that means for product technology and the VoP.     10:35  We discuss how the VoP could be used with different consumer products, like vacuum robots and table saws.  12:19  Goebel shares the three benefits he sees for connecting a product into an organization.     16:07  We hear a story about iRobot, which inspired Goebel’s article and fueled his fascination for what was possible with the VoP from a customer service perspective.   20:23  Ryan and Goebel discuss how the Voice of Customer and the VoP can work together to provide lots of valuable insight and facilitate faster response times.  26:47   Goebel explains how Amazon has a leg up on this insight as it is an outlet for millions of products and has access to the data about them. 28:52  We talk about why now is the time to tap into VoP and what you should consider when you do so.    This episode was sponsored by Twilio 
    Please tell us how we are doing! Complete this short survey. 
    Would you like to appear on the show? Please contact us here
    Customer Experience Information & Resources
    LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work.: As an official "Influencer" on LinkedIn, Colin writes a regular LinkedIn column called, Why Customers Buy . Click here to read and subscribe. 
    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 LLC as one of the best management consultancies for the last three years. 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.

    • 36 min
    My Customer is So Annoying! How to Rationally Decide if the Time Has Come to Sack Them

    My Customer is So Annoying! How to Rationally Decide if the Time Has Come to Sack Them

    We all know that feeling when you see which client is calling and you inwardly groan, What is wrong now? Some customer relationships are more difficult than others, for sure. That is to be expected in any organization. 
    However, there are other customer relationships that have moved beyond difficult. The costs of the resources it takes to manage the many aspects of doing business with them has outgrown the revenue the generate. Or they are so heinous to deal with that the money you do make doesn’t feel worth it for the toll it takes on your people and organization. 
    With customers like these, it might be time to fire them. 
    In this episode, we talk about our listener Robert’s problem with difficult customer relationships and when it is time to call it quits. Moreover, we discuss the best possible way to handle this tricky process that can keep you from burning that bridge entirely, even when there are days when you would be all too happy to light that match.
    Key Ideas to Improve your Customer Experience
    Every customer relationship has two general areas to consider. First, there is the financial aspect. Are they making your organization money? Sometimes, when you determine the costs of the resources it takes to maintain the account, you discover that they aren’t, which makes your decision less difficult. Second, there is the interpersonal aspect. Are they making you and your people miserable? If servicing the account means that you have high turnover in the account management positions that deal with the customer, as well as throughout the organization, it might be worth it to reassess the relationship. We discuss these areas, as well as other considerations in the decision process. 
    Here are a few key moments in the discussion:
    04:53  We learn about Robert and his business problem with difficult customers and when to know it’s time to move on. 07:13  We start by agreeing that there are customers who should be fired and how you can identify those situations from a rational perspective. 11:48  Colin shares an example of who shouldn’t be in on the decision to fire a customer and who would be better suited with the task, and why.    16:11  We discuss the key traps to avoid in this decision process, so you can make a decision that will not cost you more in the long run. 21:38  Colin shares a seven-step process for letting a customer go as gracefully as possible.   27:29. Ryan shares some tips for managing your reputation during the transition. 30:46  Colin shares one last tip for what you should do to avoid this situation in the future.      Do you have a business problem you would like our help with? Please contact us to tell us about it. We may solve it with you and our listening audience on the podcast!
    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 289,000 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 LLC as one of the best management consultancies for the last two years. 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 22,000 subscribers. 
    Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide

    • 33 min
    Customer Relationships Are a Waste of Time! Is This True? What Do You Think?

    Customer Relationships Are a Waste of Time! Is This True? What Do You Think?

    Our listeners have problems and they let us know about it. For our I’m in a Pickle feature on the podcast, Tina in New Zealand wrote to us because the engineering firm she works with  thinks customer relationships are a waste of time. She wants to know how to convince the engineers that customer relationships are what get the customer strategy gears turning toward long-term success.  
    I found this pickle particularly interesting because I have faced this myself in our global Customer Experience consultancy. In fact, it was the impetus for the research we did with the London School of Business that led to my third book, The DNA of Customer Experience: How Emotions Drive Value. 
    In this episode, we share our experiences working with firms that are less than convinced that customer relationships are essential to business success. From storytelling to Emotional Signature® research to adopting the same strategies as one would for personal relationships, we share plenty of practical tips to help Tina get out of her pickle and on her way to convincing the team to see things her way.
    Key Ideas to Improve your Customer Experience
    People didn’t always have interpersonal relationships. Now, we do, and not just in our personal lives. We have personal relationships in business, too. As customers, we use the same cognitive machinery to manage both types of relationships, and, not surprisingly, there are parallels in the management of them, too. We take a close look at Tina’s business pickle and present real-world, practical solutions to convince the engineers it’s worth it to develop a business relationships with customers.  
    Here are a few key moments in the discussion:
    03:02  We read Tina’s pickle to set up the discussion on what business problem our listener is facing.  05:17  We start by looking at some of the reasons this might be happening to Tina at work and Colin shares an example of his experience in a similar situation. 09:21  Ryan chimes in with how convincing people to do anything requires a mixture of what they are interested in and what you are trying to tell them.     12:16  Colin shares how a skeptic at a German insurance company asked him to prove what Colin was saying was true, and how that led to the research behind Colin’s third book, The DNA of Customer Experience. 15:48  Colin share his insight on what makes successful customer-facing people and what Tina can do to optimize the experience for the engineering customers.    18:08  Ryan discusses how part of the convincing might require pointing out that relationships have staying power, but competitive differentiation in the marketplace. 20:48  Colin shares how his work with Maersk Line revealed to leadership the pitfalls of a transactional relationship with customers, and how their changes led to a giant turnaround for the company. 23:19  We share 5 tips (well, really only four; one of the tips will get you in trouble) for building relationships from HelpGuide.org, and our other advice for Tina and her company.  Do you have a business problem you would like our help with? Please contact us to tell us about it. We may solve it with you and our listening audience on the podcast!
    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 289,000 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 LLC as one of the best management consultancies for the last two years. 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 Custom

    • 30 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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