The Intuitive Customer - Improve Your Customer Experience To Gain Growth

The Intuitive Customer - 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 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

Episodes

May 14, 2022 34 min

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 a...

Share
Mark as Played

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...

Share
Mark as Played

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 cre...

Share
Mark as Played

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...

Share
Mark as Played

A lot of companies get customer segmentation wrong. Or they got it right, but they did it seven years ago. The fact is that if you have customer segments that were constructed before February 2020, you probably need to do it again. Things have changed dramatically over the past couple of years, and the customer behavior shared by your customer segments is one of them. 

One of the biggest problems that I see in customer segmentation...

Share
Mark as Played

Organizations only pay lip service to CX, and now, we have the numbers to prove it. 

From Zendesk’s The Trends Report 2022, you can see a clear dichotomy between what people say they will do and what they will actually do regarding CX.  

You should read the whole report, but for starters, here are some stats I was surprised to learn (or maybe not surprised as much as interested to see it in print):

  • 73% of business leaders reported ...
  • Share
    Mark as Played

    A common mistake organizations make with their experience is failing to understand customer expectations. This mistake will lead to customers feeling unhappy and disappointed—two emotions I guarantee won’t contribute to your customer-driven growth. 

    Expectations are a form of Reference Point, which people use to compare and evaluate experiences. The expectations are rational, emotional, and sensory, and are an essential companion f...

    Share
    Mark as Played

    The gas pump is probably where it hurts the most right now. Standing there, watching the total spin by, climbing higher than you ever have seen it before brings home the acute pain of today’s inflation rate. Never mind that housing and health care have much higher cost increases over the past decades…that gas price per gallon is hard to take. 

    Inflation has been rising steadily across the board for the past few months. So much so, ...

    Share
    Mark as Played

    Social media has brought us a lot of things, but key among them is the “Influencer.” It means a person that can affect how people think and behave about things related to their area of interest or expertise. We have influencers that can teach us about makeup, sports books, stock picks, customer strategy (ahem) and, of course, wood working. (It’s a thing, I promise). 

    There are many reasons that the idea of an influencer is critical...

    Share
    Mark as Played

    Who do you feel loyal to in your life? My money is on your answer being your friends and family. The reason you feel loyal to them is because you have an emotional relationship with them. They might do things you don’t like sometimes, usually at the holidays, that drive you crazy. However, you don’t sever ties over it. 

    The same emotional connection happens in business relationships. Also, like your personal relationships, they can...

    Share
    Mark as Played

    Ever been channel surfing and see a movie playing on broadcast that you own in your digital personal library and been unexpectedly delighted? Have you ever then watched that movie, commercials and editing and all, even though with very minimal effort you could watch that movie from streaming without any of that stuff? 

    This episode explains why you were so happy to find the movie and why it was better to watch it that way rather th...

    Share
    Mark as Played

    Do you know when in your experience customers decide to buy from you or not? You should. Otherwise, how can you design an appropriate environment to get customers to decide to do what you want? 

    It reminds me of the phrase, "Crossing the Rubicon." The Rubicon river was a northern boundary outside Rome in the ancient Roman Empire. The Senate determined if a general crossed the Rubicon with their army, that was grounds for tr...

    Share
    Mark as Played

    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.

    Senior executives have risen to their position for many reasons, but one of them is a love for numbers. Executives live by numbers. 

    So, you can’t just have a “really great idea.” It would be best if you had a “r...

    Share
    Mark as Played

    The future of customer strategy is providing proactive experiences based on the predicted needs of your customers. The key to unlocking this future is your customer data, particularly the data you have collected about customer behavior. You have most of what you need to predict your customers' next move in your customers' past behavior. 

    This concept is predicated on the idea of Customer Science. As you might recall, Custom...

    Share
    Mark as Played

    We celebrated a significant milestone this year. It’s Beyond Philosophy’s 20th anniversary. Not only that, but Financial Times also recognized our company as one of the top management consultancies for the fourth year in a row. 

    It is always gratifying to reach these milestones and enjoy these accolades. However, they didn’t happen by chance. It was lots of trial and error, hard work, passion, and (a little) luck that went into thi...

    Share
    Mark as Played

    Big Data creates big problems. One of the biggest problems is what to do with it now that you have it. 

    Don’t feel too bad if this is true for your company. Most organizations have no idea to use the customer insights they have collected. Moreover, it’s surprising how many organizations can’t tell you how improving metrics identified by the employed measures translates to providing value to the organization. In many ways, measureme...

    Share
    Mark as Played

    One of our listeners in Finland is in a pickle. Anna wants to operationalize journey mapping to make their Customer Experience more customer centric. Perhaps more importantly, she wants these improvements to prove practical and effective rather than viewed as a “soft and fluffy” exercise that is not practical for the organization to continue to support. 

    Anna is not alone in this problem. Similar situations are everywhere in busine...

    Share
    Mark as Played

    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 ...

    Share
    Mark as Played

    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, leveragi...

    Share
    Mark as Played

    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 custo...

    Share
    Mark as Played

    Popular Podcasts

      Current and classic episodes, featuring compelling true-crime mysteries, powerful documentaries and in-depth investigations.

      Crime Junkie

      If you can never get enough true crime... Congratulations, you’ve found your people.

      Morbid: A True Crime Podcast

      It’s a lighthearted nightmare in here, weirdos! Morbid is a true crime, creepy history and all things spooky podcast hosted by an autopsy technician and a hairstylist. Join us for a heavy dose of research with a dash of comedy thrown in for flavor.

      Stuff You Should Know

      If you've ever wanted to know about champagne, satanism, the Stonewall Uprising, chaos theory, LSD, El Nino, true crime and Rosa Parks then look no further. Josh and Chuck have you covered.

      Sympathy Pains

      Hosted by Laura Beil (Dr. Death, Bad Batch), Sympathy Pains is a six-part series from Neon Hum Media and iHeartRadio. For 20 years, Sarah Delashmit told people around her that she had cancer, muscular dystrophy, and other illnesses. She used a wheelchair and posted selfies from a hospital bed. She told friends and coworkers she was trapped in abusive relationships, or that she was the mother of children who had died. It was all a con. Sympathy was both her great need and her powerful weapon. But unlike most scams, she didn’t want people’s money. She was after something far more valuable.

    Advertise With Us

    For You

      Music, radio and podcasts, all free. Listen online or download the iHeart App.

      Connect

      © 2022 iHeartMedia, Inc.