Stay Ahead of Your Competition with New Advances in CX Marketing
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
Release Date: 01/20/2019
Most People Think They Use AI Well; Many Are Mistaken! Are You?
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
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. Rather than treating AI as a technology maturity model, Colin reframes it as a behavioural curve, shaped by confidence, trust, intent, and the consequences of being wrong. Drawing on real usage examples, ChatGPT analytics, and current research, Colin outlines four AI usage patterns that people...
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Uncomfortable Truth: The Focus on Customer Experience Hasn’t Paid Off, Why?
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
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 US economy. And the long-term data tells a story that challenges many comfortable CX assumptions. Rather than steadily improving as CX practices mature, customer satisfaction rises and falls in cycles...
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The Rise of Synthetic Audiences: Fast, Cheap… but Believable?
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
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 time and cost of traditional surveys. But does it come with trade-offs? Expect lively debate on the AI vs. LLM naming debate, the enduring value of ethnography and nuance, and practical...
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Are Your Salespeople Sabotaging Your Customer Experience?
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
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 trust, this episode is for you. Best Quote of the Episode: "If you can’t proudly stand behind the experience you’re creating, you’ve got a problem." — Colin Shaw Key...
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The New Currency of Customer Experience: 'People Like Me'
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
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.” Ben Shaw and Professor Ryan Hamilton explore the decline of influencer credibility, the rise of community-driven word-of-mouth, the tension between authenticity and control, and why attention + trust will be the “coins of the realm” for brands in the decade ahead. 🔑 Key...
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Good Friction, Bad Friction: Why a Little Effort Makes Customers Care
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
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. Quote of the Episode “Consumption, in some ways, has just gotten too easy.” — Dr. Morgan Ward 🔑 Key Takeaways Easier isn’t always better. Ultra-frictionless buying can strip away the identity, discovery, and accomplishment that make buying feel meaningful....
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I Signed a ‘Gag Order’. Here’s What It Taught Me About Organizations
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
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 CX goals, and what leaders must do to ensure learning, trust, and advocacy remain priorities. A must-listen for CX professionals and senior leaders alike. Best Quote: "Who decides? That is the question every leadership team...
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The Thrill of the Chase: Why Anticipation Beats Ownership
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
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. From unopened tools and “someday” sweaters to the viral Stanley Cup craze, they unpack the psychology of anticipation, dopamine, and why the thrill fades once the package arrives. This episode reveals what’s really driving that “add to cart” impulse—and how brands can design experiences that move customers from wanting...
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When Rebrands Go Wrong: Lessons for Customer Experience Leaders
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
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 Jaguar’s radical design overhaul, they unpack what happens when brands chase new audiences at the expense of their loyal customers. The conversation dives into the tension between rebranding vs. repositioning, why heritage brands face special challenges, how politics and culture can hijack brand decisions, and practical lessons for leaders trying to grow without alienating their core base. Key Takeaways ...
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AI That Listens: Why Real-Time Feedback is the Future of Customer Experience
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
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 Devidas Desai, SVP of Product Leader at ASAPP, to explore how AI that listens is reshaping the way organizations understand and respond to customers in the moment. We delve into why silence doesn’t mean...
info_outlineStay Ahead of Your Competition with New Advances in CX Marketing
This podcast discusses the five areas you can address that will change the results you get with your Customer Experience. With a focus on these five key actions, you will not only improve your Customer Experience, but you can also get a jump on the competition in the new year.
5 CX Concepts to Keep You Ahead of the Competition
- Focus on the ROI of CX improvement.
Having a record of your return on investment (ROI) for Customer Experience programs is vital. An increase in sales is excellent. But not all ROI is sales-based. You can have an increase in your NPS (Net Promoter Score, which indicates your customers will recommend you to family and friends). You could also see improved Customer Satisfaction ratings, which are great for building a foundation for loyalty. Another area where ROI is apparent is in the costs you save by providing an improved Customer Experience.
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- Segment your customers into personas.
People are driven to act by different things, which vary based on life stage, demographic, and personal attributes. Grouping or segmenting your customers based on their behavior is an excellent way to segment your customer base. Then, creating personas that represent these groups help your team understand the concept. With the persona’s characteristics to guide them, your team delivers an experience that appeals to each persona at an emotional level, which is the basis for creating customer loyalty.
- Use Digital Transformation as an enhancement, not a replacement.
Digital channels provide a new opportunity for your Customer Experience. However, too many companies approach digital transformation with an aim to cut costs and often cut away programs that are currently working in their experience.
Working toward a digital transformation should only lighten the load on other channels, not replace them.
- Embrace but manage your use of AI to enhance the experience.
Artificial intelligence (AI) is an up and coming enhancement to Customer Experience that can allow you to anticipate your customers wants and needs. Combined with the power of customer personas, you can target customers right when they are considering a buying decision. However, exercise caution wielding this powerful new tool. When used too efficiently, it can damage customer relationships and cross over to the creepy side faster than you think.
- Measure customer emotions, but in real time with facial recognition.
The success of any Customer Experience program rests on how the experience makes the customer feel. Facial recognition technology provides insight into how customers feel at the moment of the experience. New applications of it in Customer Experience can provide data that was previously unavailable at a large scale about how your moments in the experience make a customer feel.
To hear more about how to apply these five concepts to your Customer Experience, listen to the episode.
The Intuitive Customer podcasts are designed to explain the psychological concepts behind customer behavior.
If you would like to find out from one of our CX consultants how you can implement the concepts we discussed in your organization’s marketing to improve customer loyalty and retention, contact us at www.beyondphilosophy.com.
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