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

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

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

Autor: 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 Ekonomia Marketing i sprzedaż Zarządzanie i przywództwo
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  • The Missing Link in AI That's Quietly Destroying Your Customer Experience

    The Missing Link in AI That's Quietly Destroying Your Customer Experience
    Oct 10 2026
    Before his first trip to Japan, Colin asked his mobile provider's chatbot one simple question — and the confident answer it gave him could have cost him a small fortune. It's a two-minute story, and it cracks open something much bigger. In this episode, Colin Shaw and Professor Ryan Hamilton dig into why so many AI rollouts quietly make the customer experience worse, not better. Colin is convinced we've seen this movie before. Ryan brings a framework to the table — and Colin tells him, on air, exactly where he thinks it falls short. If you're putting AI anywhere near your customers, this is the conversation to have before you write a single prompt. Best Quote from the Episode: "There's nothing new under the sun — and we're rushing headlong into cementing poor experiences." — Colin Shaw What We Get Into: The chatbot exchange that made Colin screenshot his own phone provider — and what it revealed about nearly every AI rollout happening right now. Why the real culprit isn't the technology — and the uncomfortable question most leaders never stop to ask. "Inside out" vs. "outside in": the four ways an organization can relate to its customers, and how to tell which one you're really in. The framework Ryan swears by for deploying AI — and the gap Colin thinks it leaves wide open. The one thing you must do before you write a single prompt — and why almost nobody does it. Why You Should Listen: Because "should we use AI?" is the wrong question — and it's the one most leaders are stuck on. In fifteen minutes, Colin and Ryan turn it into the questions that actually protect your brand. Come for the chatbot story; stay for the argument that follows. Resources Mentioned Revolutionize Your Customer Experience (Palgrave Macmillan): https://beyondphilosophy.com/books/ Ayelet Israeli, Harvard Business School — Israeli, Ayelet, (2025) "Generative AI in Marketing," Harvard Business Impact, 526022-PDF-ENG https://hbsp.harvard.edu/product/526024-PDF-ENG American Customer Satisfaction Index (ACSI): https://theacsi.org/news-and-resources/press-releases/2026/02/10/press-release-national-acsi-q4-2025/ About the Hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 286,000 followers and 89,000 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 720,000 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 book 'The Intuitive Customer'. 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's new book was launched in June 2025 called "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things" Harvard Business Press Follow Ryan on LinkedIn. Subscribe & Follow Apple Podcasts Spotify
    Rozwiń Zwiń
    37 min
  • The AI Backlash Is Here — And It's Coming for Your Customer Experience

    The AI Backlash Is Here — And It's Coming for Your Customer Experience
    Sep 26 2026
    Colin asked his AI assistant one simple question — what time the film started — and it answered, confidently, wrong. A small thing. But it's the crack that reveals something much bigger. A backlash against AI is building: data-center protests, job fears, "AI slop" everywhere. In this episode, Colin Shaw and Professor Ryan Hamilton ask the question most leaders are missing — what happens when that backlash reaches your customer experience? The answer runs through a psychological trap called the halo effect, a word you won't forget ("enshittification"), and one uncomfortable truth: the brands that win won't be the ones using the most AI. Best Quote from the Episode: "The best practice is this: you tell a customer when they're talking to AI, and you tell them when they're not." — Colin Shaw Key Takeaways: Why one bad AI moment can poison trust in your entire brand — the halo effect. "Enshittification": how AI deployed to cut costs quietly makes the experience worse. The transparency line every company will soon have to draw — tell people when it's AI. The real danger of AI slop isn't bad content — it's "voluminous mediocrity." Why You Should Listen: "Should we use AI?" is the wrong question. This episode gives you the right ones — where AI genuinely serves your customer, and where it quietly erodes trust — plus a way to think about it that protects your brand instead of gambling with it. Fifteen minutes now could save you a very public, very expensive mistake. Resources Mentioned Data Center Watch — local opposition blocked or delayed $98B of US data-center projects in Q2 2025: https://www.datacenterwatch.org/q22025 eMarketer — visible AI in marketing is four times more likely to cost brands trust than build it (Klaviyo & Datalily study): https://www.emarketer.com/content/visible-ai-marketing-four-times-more-likely-cost-brands-trust-than-build Emplifi — more than half of consumers would stop buying after an inauthentic experience: https://emplifi.io/press/emplifi-survey-digital-authenticity-ai-report/ Cory Doctorow — the writer who coined "enshittification": https://pluralistic.net/ Ryan Hamilton, The Growth Dilemma (Harvard Business Press): https://store.hbr.org/product/the-growth-dilemma Duolingo's "AI-first" backlash — Fortune: https://fortune.com/2025/06/09/duolingo-ceo-surprised-backlash-ai-first-company-announcement/ About the Hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 286,000 followers and 89,000 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 book 'The Intuitive Customer'. 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's new book was launched in June 2025 called "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things" Harvard Business Press Follow Ryan on LinkedIn. Subscribe & Follow Apple Podcasts Spotify
    Rozwiń Zwiń
    37 min
  • Are You Making One Of The Most Expensive Mistakes In Customer Experience?

    Are You Making One Of The Most Expensive Mistakes In Customer Experience?
    Sep 12 2026

    Colin Shaw and Professor Ryan Hamilton tackle the two processes that decide everything in customer experience: how memories get in, and how they get out. If you haven't heard Parts 1 and 2, start there — Colin and Ryan build on the "memories are structured like fishing nets" idea throughout.

    Here's the uncomfortable truth at the center of this episode: a customer's memory of your experience isn't a recording you can trust. It's reconstructed, emotional, and easy to distort — and most organizations are accidentally reinforcing the worst version of it.

    In this episode, Colin and Ryan cover:

    • Storing memories — why memories live in network structures

    • Retrieval — the Zeigarnik effect (why an active goal sharpens memory, and why it vanishes once the goal is met),

    • Forgetting — storage decay, the biology of chemical traces

    • The danger zone: misinformation — Elizabeth Loftus's famous "smashed vs. hit" car-crash study

    • The "So What" — why making customers repeat their complaint makes worse memories,

    Key quote: "We don't choose between experiences. We choose between the memory of an experience." — Professor Daniel Kahneman

    Resources mentioned:

    • Elizabeth Loftus on the misinformation effect: SimplyPsychology

    • Learn about Memory Maker Training and customer science: email contact@beyondphilosophy.com

    • Explore all episodes, free tools, and resources: beyondphilosophy.com/podcast

    About the Hosts:

    Colin Shaw is a LinkedIn 'Top Voice' with a massive 286,000 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 700,000 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 launch in June 2025 called "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things" Harvard Business Press Follow Ryan on LinkedIn.

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    Rozwiń Zwiń
    40 min
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