『The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth』のカバーアート

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

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

著者： 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 マネジメント マネジメント・リーダーシップ マーケティング マーケティング・セールス 経済学
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  • Why Customer Satisfaction Hasn’t Budged in 30 Years: Two new guest experts tell us why

    Why Customer Satisfaction Hasn’t Budged in 30 Years: Two new guest experts tell us why
    2025/08/16
    In this milestone episode, The Intuitive Customer undergoes a transformation. Colin Shaw announces a step back from the regular hosting role, prompting a fresh chapter in the podcast’s evolution. Hosts Colin Shaw and Professor Ryan Hamilton introduce two new expert contributors — Dr. Morgan Ward, a consumer psychologist, and Ben Shaw, a brand strategist — to bring fresh perspectives on customer behavior, brand experience, and the future of CX. Together, the four hosts discuss the state of customer experience today, particularly in light of the stagnant growth in the American Customer Satisfaction Index over the past three decades. They debate metrics versus meaning, the enduring value of physical retail, and the coming wave of non-visual AI-driven brand interactions. The episode sets the stage for a broader, more dynamic take on what it means to truly understand and serve customers in the modern age. Quote of the Episode "We're using metrics that are more relevant to the business than to the person actually experiencing the brand." — Dr. Morgan Ward Key Takeaways Customer satisfaction has plateaued: The American Customer Satisfaction Index has barely moved in 30 years, despite huge investments in CX. This calls into question the effectiveness of current CX strategies. ROI needs to be central: CX professionals must link experience improvements directly to financial returns if they want continued investment. Metrics can be misleading: Overly relying on simplified metrics like NPS can lead organizations astray, especially when they’re gamed or don’t reflect real consumer emotions. Retail is making a comeback: Resurgence in physical retail’s emotional power especially among younger consumers who crave tactile experiences. The future is voice-first: How AI-driven, non-visual brand experiences will redefine customer interaction demanding new forms of design thinking. Dual focus is key: Brands must balance operational improvements today with strategic planning for a fast-approaching future filled with disruptive technologies. Resources Mentioned American Customer Satisfaction Index (ACSI): www.acsi.org — Independent benchmark of customer satisfaction in the U.S. since 1994. About the Hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 87,000 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 called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press 2025 Follow Ryan on LinkedIn. Ben Shaw Ben Shaw is Chief Strategy Officer at MullenLowe UK, having also led strategy at BBH and worked client-side with fast-growth start-ups Wheely and Unmind. He’s passionate about how brands can challenge culture convention and create ideas people want to spend time with, working on brands like Audi, Google and Burger King. Beyond advertising, Ben champions mental health awareness and rare disease research, drawing on both personal experience and professional curiosity. Follow Ben Shaw Morgan Ward Morgan Ward, Ph.D. is a marketing scholar and former professor at Emory University and Southern Methodist University, with over two decades of expertise in consumer behavior and branding. She’s worked with clients ranging from start-ups to global brands, helping them translate behavioral science into strategies that resonate in culture and drive growth. Her academic research explores status, symbolism, and the psychology of consumption, and she has served as an expert witness in federal trademark and trade dress cases. Beyond her academic and consulting work, Morgan is fascinated by how cultural shifts shape what people desire, and how brands can both reflect and influence those desires. Follow Morgan on LinkedIn Subscribe & Follow Apple Podcasts Spotify
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    38 分
  • From Legacy to Loyalty: The Practical CX Playbook That Drives a 90 NPS

    From Legacy to Loyalty: The Practical CX Playbook That Drives a 90 NPS
    2025/08/02
    You can theorise about Customer Experience all day, but gaining a Net Promoter score of 90 is not a theory. It shows a great focus and implementation of Customer Experience. This week, we are exploring how this was achieved with Kamron Kunce, VP of Marketing & Customer Experience at RJ Young. https://www.rjyoung.com/ RJ Young has been in business for over 70 years and boasts a world-class NPS score of 90+ — no small feat in today’s hypercompetitive market. Kamron shares how they’ve transformed their Customer Experience, navigated organisational silos, and are thoughtfully introducing AI into their processes — without losing that all-important human touch. If you’re wrestling with legacy systems, struggling to turn CX theory into practice, or figuring out how to scale with AI without alienating customers, this episode is packed with practical tips you can take away today. And, if you're a regular listener, you'll know this one plays right into one of Ryan’s and my favourite themes: breaking down those silos! Best Quote From the Episode “Customer Experience is everyone’s responsibility. It’s not just about Customer Service — it’s about aligning the whole organisation around delivering value at every touchpoint.” — Kamron Kunce, RJ Young Key Takeaways ✅ CX must be a core business strategy, not a bolt-on function of Customer Service. RJ Young’s “Make It Right Guarantee” puts this principle front and centre. ✅ Map your Customer Journey — and revisit it regularly. Quarterly and annual reviews keep RJ Young’s CX aligned to ever-evolving customer expectations. ✅ Break down silos with transparency. Weekly cross-functional updates and quarterly company-wide video broadcasts ensure alignment across 700 employees and 9 states. ✅ Cross-functional collaboration is critical. Everyone, including Finance and HR, plays a role in the Customer Experience. ✅ Thoughtful use of AI is the future. RJ Young is leveraging AI to improve backend data insights and operational efficiency, without removing the human element that drives loyalty. ✅ CX + Culture go hand in hand. Embedding CX into your company culture is essential for sustainable success. Resources Mentioned RJ Young: https://www.rjyoung.com/ Kamron Kunce: https://www.linkedin.com/in/kamronkunce/ About the Hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 87,000 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 called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press 2025 Follow Ryan on LinkedIn. Subscribe & Follow Apple Podcasts Spotify
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    42 分
  • How To Make AI Work in the Real World of CX

    How To Make AI Work in the Real World of CX
    2025/07/19

    In this episode of The Intuitive Customer, Colin Shaw speaks with Andy Traba, VP of Product Marketing at NICE, about the company’s new mission: Creating a NiCE World. This isn’t just a rebranding message — it’s a strategic shift toward unified, proactive, and AI-enabled customer experiences.

    Andy and Colin explore why AI alone isn’t enough, the dangers of siloed implementations, and why leading organizations are turning to platforms — not point solutions — to orchestrate connected, emotionally resonant journeys.

    If your organization is serious about CX transformation, this conversation provides clear guidance on where to start, what to avoid, and how to align internal functions toward a shared customer strategy.

    Quote of the Episode

    “The moment you find success with AI, you’ll want more. That’s why you have to start with a platform — not a point solution — so your entire organization can scale, align, and deliver a truly connected experience.”

    — Andy Traba, VP of Product Marketing, NiCE

    🔑 Key Topics Covered:

    • NICE’s Global Happiness Index and the emotional impact of service

    • Why 37% of customers still get stuck in repeat interactions

    • The risk of siloed AI and “Frankenstack” technology stacks

    • Platform strategies for AI orchestration and enterprise-wide memory

    • Proactive service as the new CX battleground

    • Segment of one personalization and behavioral science applications

    • Practical starting points for CX leaders in 2025

    📎 Resources Mentioned

    • NiCE - https://www.nice.com/

    • NiCE Global Happiness Index Report - https://get.nice.com/2024-intl-happiness-index-report.html

    • Connect with Andy Traba on LinkedIn - https://www.linkedin.com/in/andrew-traba-a75a1b3/

    About the Hosts:

    Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 87,000 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 called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press 2025

    Follow Ryan on LinkedIn.

    Subscribe & Follow

    Apple Podcasts

    Spotify

    This podcast was undertaken in partnership with NiCE
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    32 分
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