The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
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
Episodes
How are you really using AI — and how does that compare to others?
In this episode, Colin Shaw introduces a simple behavioural framework for understanding how people are actually using AI today — not in theory, but in practice — and why this matters enormously for the future of Customer Experience.
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Customer satisfaction has barely moved in over 30 years — despite enormous investment in Customer Experience.
In this episode of The Intuitive Customer, Professor Ryan Hamilton and Morgan Ward speak with Forrest Morgeson from the American Customer Satisfaction Index (ACSI).
ACSI has tracked customer satisfaction continuously since 1994 using the same questions and methodology across the entire...
In this episode of The Intuitive Customer, Professor Ryan Hamilton is joined by Ben Shaw, seasoned brand strategist, to unpack the promises and pitfalls of synthetic audiences - AI-driven research used for faster, cheaper market research.
Synthetic audiences, powered by large language models (LLMs), can replicate customer segments and respond to creative concepts or product questions at scale cutting the t...
Sales and Customer Experience—two critical functions that should work together, but too often operate at odds. This week, Colin and Ryan explore how traditional sales tactics can undermine long-term loyalty and create organisational silos. They share personal stories (including Colin's car-buying nightmare) and practical advice for aligning sales with your desired customer experience. If you want to sell AND build trus...
Trust in traditional institutions is eroding. As customers lose faith in advertising, government and even online reviews, they're turning to voices that feel most relatable: peers and communities. Edelman's latest Trust Barometer shows the most credible spokesperson for a company is now "people like me."
Episode Overview
When everything is one-click easy, do we lose something meaningful? Guest host Dr. Morgan Ward joins Dr. Ryan Hamilton to explore how the right amount of friction in the consumption experience can boost connection, meaning, and long-term use of the product—while the wrong kind just gets in the way.
In this episode, Colin Shaw shares a recent personal experience with a major brand that imposed a 'gag order' (NDA) after a poor service experience — and how this reflects a deeper organizational issue: silos. Together with Professor Ryan Hamilton, Colin explores why siloed thinking leads to incoherent customer experiences, how internal motivations can conflict with C...
Episode Overview
Ever buy something you couldn't wait to get—and then let it sit in the box for days (or weeks)? You're not alone. Guest host Morgan Ward joins Ryan Hamilton to explore why we often love the pursuit of products more than the possession of them.
In this episode of The Intuitive Customer, Professor Ryan Hamilton is joined by guest host Ben Shaw to explore the high-stakes world of rebranding.
From Cracker Barrel's logo backlash to Read more
Summary
Traditional customer feedback is broken. Post-call surveys and quarterly reports are too slow, cumbersome, and overly focused on the company's needs rather than the customer's reality. By the time insights land on a dashboard, the customer has already left—or worse, lost trust.
In this episode of The Intuitive Customer, I (Colin Shaw) and Professor Ryan Hamilton sit down with Dev...
In this episode of The Intuitive Customer, Professor Ryan Hamilton is joined by guest co-host Ben Shaw, Chief Strategy Officer at MullenLowe, to explore the enduring role of brand archetypes in marketing and customer experience. They revisit the origins of archetypes in Jungian psychology and the influential book
Your Customers are Lazy... and Bored: How to Use That to Your Advantage
Show Notes:
This week on The Intuitive Customer, Colin takes a step back and welcomes guest host Morgan Ward to explore one of psychology's favourite contradictions: why customers cling to the familiar, yet crave no...
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 experien...
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+ ...
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 organizatio...
AI is taking over—well, at least some parts of customer service. But how do you know when to automate and when to stick with the good old-fashioned human touch? In this episode, we dive into one of the most crucial decisions organizations are making today: When should you use AI, and when do customers actually need a human?
Spoiler alert: If you let AI handle everything, you might save money—but you could ...
How do you grow your revenues without upsetting your existing customers?
In this episode, Colin Shaw and Professor Ryan Hamilton dive into the new book he has written with Anne Wilson, Senior Lecturer at Wharton.
Published by Harvard Business Review Press, the book is called:
The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things
Ava...
Have you ever said "thank you" to a chatbot or Chat GPT? Well, you're not alone—and you might just be weirder than you think. It turns out AI can be more empathic than people. But what do Customers think of AI experiences? Academic research reveals the answers we discuss in this show.
In this special live-recorded episode from the SOCAP Conference, Colin Shaw and Professor Ryan Hamilton explore the psycho...
How happy are you when you buy auto insurance? If your answer is anything other than thrilled, you're not alone. In fact, years ago, a UK insurance company tried to convince us otherwise with their tagline "Quote Me Happy." Spoiler alert: Nobody was happy.
This raises a fascinating question: What role does advertising play in the customer experience, and why is there such a massive disconnect between the a...
Episode Summary:
Everyone's talking about AI like it's some kind of CX fairy godmother—"Bibbidi-bobbidi-boo! Your NPS just went up 50 points!"
Spoiler alert: it doesn't work like that.
In this episode, Colin and Ryan are joined by Frederic Durand, CEO of Diabolocom, and Collin D. Ehret, Senior Enterprise Sales Director (yes, another Collin… brace yourself), for a no-fluff, p...
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