The Intuitive Customer - Improve Your Customer Experience To Gain Growth

The Intuitive Customer - Improve Your Customer Experience To Gain Growth

The Intuitive Customer, hosted by Colin Shaw, recognized as a global influencer in Customer Experience and Prof. Ryan Hamilton, Emory University, USA. We discuss how you can improve your Customer Experience and gain growth by understanding your Customer's behavior. Brought to you by Beyond Philosophy through our consultancy, training and market research. Visit BeyondPhilosophy.com... Show More

Episodes

October 17, 2020 27 min

When you bring attention to something, it influences people’s behavior. For example, The food and household goods supplier in the UK, Tesco, was recently accused of profiteering by raising the prices of a yeast extract spread called Marmite. There was quite an uproar about it in the UK. You would think that this would mean sales of Marmite would go down. 

You would be wrong. After the kerfuffle about the love-it-or-hate-it spread, ...

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October 10, 2020 33 min

Like the rest of the world, the Customer Experience world is changing. Customers have new expectations and are doing business in new ways. While we adapt to the world that COVID-19 presents, we change what we want as customers and how we think about our relationships with the entities we buy. As Customer Experience managers, we must rise to meet this challenge by getting inside our customers' minds. 

This episode of The Intuiti...

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The 5 Rules for Driving Down Costs Without Affecting Customers

A lot of Behavioral Science 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.

If you are like most businesses in 2020, you are facing a very different year for your bottom-line performance, and in many cases, it’s not a good kind of...

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September 26, 2020 27 min

How Well Do You Know What You Really Want?

Have you ever bought a book you thought you should read and then didn't read it? Did you ever buy a variety of yogurt flavors and then throw out some of them after they expired because you never wanted that flavor when it was time to eat yogurt? 

We do these things because we often overestimate how much variety we want in the future. In psychology, it's called Naïve Diversification...

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I heard a new term that I think has the capability of being the next wave of change in business today. Customer Science. ‘Customer Science’ is the fusion between technology, behavioral science and data. This new concept is forming now, making this an exciting time for all us interested in customer-driven growth. 

This episode of The Intuitive Customer explores this nascent concept of Customer Science and what it could mean to organ...

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I have the box my iPhone came in. So do many of you, I would guess. Many people keep their iPhone boxes. We keep them for various reasons, and most of them boil down to because we like how they look. It turns out, customers care a lot about how things look, and it influences their buying (and box-keeping) behavior.

 

This episode of The Intuitive Customer explores the research of Claudia Townsend, associate professor of marketing a...

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Why What We Believe Is Sometimes Just Wrong!

Many sports fans will tell you their team is the best. However, only one of the sports teams wins the championship and is definitively the best. Moreover, many organizations that never get close to the championship have fans who would say these teams are the best. For this last lot, the claim that their team is "the best" creates some serious conflict compared to reality. 

The sp...

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August 29, 2020 25 min

5 New Rules Guaranteed to Build Trust

A lot of Behavioral Economics 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.

When you choose to do business with a company, which do you prefer, Company A, that you trust, or Company B, that you don’t? If you chose A, then you chose wisely—and you decide...

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THIS is the Big Reason You Make Mistakes

We make a lot of subjective decisions. Without the guide of "right" and "wrong" to direct us, we weigh the pros and cons and do the best we can. However, our brains can thwart our best efforts for an optimal outcome by focusing on the wrong things. 

Focalism is a concept that describes how our minds can overemphasize specific points of information over others, and often the w...

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Did you know that if you were to write a Customer Experience review on your mobile phone, it would be more emotional than if you did it on your computer? Did you also know you are more likely to tell me your email and or home address and your substance abuse history if I ask you on your mobile? 

 

You might be thinking that this can’t be true. However, recent findings by Shiri Melumad, Assistant Professor of Marketing for the Whart...

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How to Make Your Experience Easy and Gain Growth

 

I hear things like this when I go into an organization: "We want to delight customers at every moment of contact." I nod my head and smile, but secretly I think it sounds exhausting. Moreover, it is unnecessary in many parts of the experience. People many times do not want to be delighted; they want to be done already. Keeping it as easy as possible for customers to get it ...

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The 5 Rules for Behavioral Journey Mapping

 

A lot of Behavioral Economics 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.

 

What Are The Five Rules?

 

We were training customers with journey mapping recently when it became apparent that people didn't understand what journey mapping could...

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Mastering the Illusion of Control

 

Humans often feel like we have more control over things than we do. Despite overwhelming evidence to the contrary—and even regular common sense—we think that if we do things in a certain way, we can influence what happens around us, particularly during sporting events. This concept is called the Illusion of Control.

 

Key Takeaways 

In this episode of The Intuitive Customer, we delve into the ide...

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The Big Mistake People Make with AI

 

 

Business leaders of today have to understand the technology of tomorrow. Specifically, one would be wise to understand what AI is, how it works, and what problems it can solve for your business. 

 

This episode of The Intuitive Customer is a conversation with Bikram Ghosh, associate professor of marketing at the Eller College of Management at the University of Arizona, Tucson about AI in busi...

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The 5 Rules for Making and Managing Customer Memories

 

A lot of Behavioral Economics 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.

 

What Are The Five Rules?

 

I love the subject of customer memories.  From how they form to how they change to how they drive your customer loyalty, customer ...

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What A Face Mask Can Do for Customer Segmentation

 

Everyone has an opinion about face masks. Some think they help stop the spread of COVID-19; some think they are unnecessary and a nuisance; others fall somewhere in between. However, what you probably didn't know about face masks is they can help you customize moments of your Customer Experience so that no matter what opinion your customer has, they feel like you understand th...

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Never Let a Good Crisis Go To Waste

 

I am fond of an old saying that goes like, "Never let a good crisis go to waste." Part of the reason I like it is it points out that even something as grim as the COVID-19 Pandemic has a silver lining. In this case, it presents an opportunity to reimagine what you do with customers and take advantage of the environment of change that the "new normal" in business will offer. 

 

K...

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General Show Notes:

 

Have you ever driven a long way to a vacation, perhaps with kids in the backseat, and heard the whining query, "are we there yet?" Have you ever wanted to ask that question yourself? It turns out there are good reasons for that. It's called the Return Trip Effect, and we discuss it on this episode of The Intuitive Customer. 

 

Key Takeaways

 

Assistant professor Zoey Chen from the University of Mia...

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The 5 Rules to

Managing How Your Customers Make Decisions

 

A lot of Behavioral Economics 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.

 

What Are The Five Rules?

 

How people make decisions is a complicated and fascinating subject. Understanding the process and the role your Customer Exper...

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Have you ever picked a line at the store only to realize that you chose the longest, most slowly moving line? Have you ever waited forever to receive a shipment and then felt like they owed you an explanation for what could possibly take that long? Have you ever had such a great time laughing and talking in line with other people that you didn’t even notice how long you waited?

 

If you answered yes to any of these questions, then ...

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