Personalization with Graham Hill
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
Release Date: 09/21/2024
How Your Customers Judge You Before You Even Open Your Mouth
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
First impressions aren’t just important—they’re everything. Research shows that customers, clients, and even your colleagues are forming opinions about you, your brand, and your business in mere seconds—often before you even get a chance to introduce yourself! In this episode, Colin Shaw and Professor Ryan Hamilton dive deep into the psychology of first impressions, exploring the fascinating (and slightly terrifying) science behind snap judgments. How fast do customers decide whether they like or trust you? Why do first impressions stick so stubbornly? And most importantly—how can...
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10 Proven Ways Guaranteed To Build Trust In Your Customers!
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
Trust: it’s the glue that holds relationships together—both personal and professional. Yet, so many businesses get it wrong. In this special milestone episode (yes, 400 episodes!), Colin Shaw and Professor Ryan Hamilton break down why trust is the foundation of every great customer experience and, more importantly, how you can earn it, keep it, and leverage it to drive growth. From sneaky fees that erode confidence to honesty that wins lifelong loyalty, we’re covering ten essential actions that will guarantee your customers trust you—and keep coming back. Plus, we share some...
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Why Short-Form Content & Thinking is Destroying Your Customer Experience And Your Career.
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
Are we thinking less in the age of information overload? In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton discuss the hidden dangers of short-term thinking in customer experience. Businesses are obsessed with quick fixes, but is this addiction to fast results actually damaging long-term success? Join us as we explore why short-form content gives the illusion of learning, why deep understanding requires more than a 30-second soundbite, and how behavioral science can transform your customer experience for the long haul. From the pitfalls of Net Promoter Score...
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Tiny Tweaks That Can Have a BIG Effect (And Why They Sometimes Don’t)
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
🔹 Ever wonder why you always end up choosing the medium popcorn, even when you weren’t hungry? Or why some websites magically guide you toward the “best” deal? That’s not luck—it’s behavioral science in action. In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton reveal the power of nudging—tiny tweaks that subtly influence decisions without forcing them. But here’s the catch: sometimes nudges don’t work at all. So, what separates a genius nudge from a total flop? That’s exactly what we’re unpacking today. 🔥 Best Quote from the Episode:...
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The Psychology Of Discounts: Are You Inadvertently Training Your Customers?
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
Discounting—it feels like a surefire way to attract customers, right? Everyone loves a good bargain. But what happens when discounts stop being a tool and start becoming an expectation? In this episode, Colin Shaw and Professor Ryan Hamilton dive into the dangerous addiction of price discounting—how it lures in customers, why businesses struggle to stop, and the long-term damage it can do to your brand and bottom line. You'll hear painful stories of businesses that have trained their customers never to pay full price, the psychology behind why discounts are so irresistible, and why, if...
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7 Ways To Break Organizational Silos; The Silent Killer Of Customer Experience
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
🚀 Are your departments working together or just co-existing in polite chaos? Organizational silos are the silent killer of customer experience. Sales, Marketing, Customer Service, IT, Finance, HR—they all have their own priorities, their own goals, and their own version of success. But do those priorities align? More often than not, they don’t, and the result is a disjointed, frustrating experience for customers (and let’s be honest, for employees too). If you’ve ever tried to resolve a simple issue with a company only to be bounced between departments like a human pinball, you’ve...
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Psychological Pricing: 7 Practical Tips You Can Use Today to Boost Sales
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
Pricing. It’s one of the most critical decisions your business will ever make, yet most people approach it like a finger-in-the-air guessing game. But what if you could tap into psychological principles to not just set prices, but make your customers feel they’re getting a great deal? That’s what this episode of The Intuitive Customer is all about. Join Colin Shaw and Professor Ryan Hamilton as they break down the fascinating—and sometimes hilarious—world of psychological pricing. From late-night infomercials and $400 bath towels to popcorn buckets and outrageous anchoring...
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How to Evoke Emotions That Make Customers Come Back for More
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
Episode Summary: Are you evoking the right emotions in your customers, or are you unknowingly driving them away? In this episode, Colin Shaw and Professor Ryan Hamilton dive deep into the fascinating (and often overlooked) world of customer emotions. Emotions are at the heart of every customer experience—from frustration and neglect to trust and happiness, and they’re driving your bottom line. Colin shares a story about his wife Lorraine’s coat-return drama and unpacks the emotional disaster it caused (hint: she’s not buying from that brand again). Meanwhile, Ryan explains why...
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Silence Is Killing Your Business: The Innovation Cost of Quiet Teams
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
Episode Summary: How can you create an environment where your team feels safe to speak their minds without fear of judgment or reprisal? In this episode, Colin Shaw and Professor Ryan Hamilton are joined by Gary Keogh, an expert in psychological safety and a former corporate leader turned coach. Together, they dive into why fostering openness in teams is more than just a buzzword—it’s the secret sauce for innovation, collaboration, and performance. Gary shares eye-opening stories, practical examples, and proven methods to build trust within teams. Learn how even small behaviors like...
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10 Career Lessons You Need to Thrive in 2025
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
Episode Summary How do you set yourself apart in an ever-evolving professional landscape? In this episode of The Intuitive Customer, Colin Shaw and Ryan Hamilton dive deep into the career lessons they’ve learned over decades of navigating the twists and turns of professional life. This isn’t just another list of career tips—it's a roadmap for thriving in 2025 and beyond. From mastering long-term planning to embracing the disruptive power of technology, Colin and Ryan unpack the strategies that make all the difference in building a fulfilling, forward-looking career. Plus, they share...
info_outlinePersonalization is a developing area in Customer Experiences. With AI driving what could be possible, many of you might be wondering how you can best leverage its capability in yours. To that end, we invited our special guest, Graham Hill, Ph.D., to explore the rapidly evolving field of Personalization in Customer Experiences.
With decades of experience in customer relationship management (CRM) and Customer Experience, Hill shares valuable insights into how personalization, particularly with the help of AI, is reshaping customer interactions and driving business results.
Hill explains that personalization operates on a continuum, ranging from broad, branded communications to highly individualized content tailored to a single customer’s needs.
He also emphasizes balancing mass and personalized communication within a marketing strategy. While mass communication builds general brand awareness, personalized and individualized content can significantly enhance customer engagement and drive sales.
Hill discusses the impressive impact of personalized communications, noting that customized content can be up to nine times more effective and individualized content up to 44 times more effective at eliciting customer responses than generic communications.
However, he warns against over-personalization, advising businesses to consider their goals and the specific problems personalization can solve before investing heavily in these technologies.
Hill also critiques traditional segmentation methods, advocating for outcome-based segmentation instead. By understanding what customers are trying to achieve and how they measure success, businesses can design more effective personalized communications that resonate with customers at different stages of their journey.
The episode also features a case study from Hill’s work with Toyota Financial Services, where implementing personalized communication in the repurchase management program led to a significant increase in response rates—from 10% to 35%. Hill’s approach underscores the importance of clear goals, continuous improvement, and a customer-centric focus in personalization efforts.
In this episode, we also explore:
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The balance between mass communication and personalization in marketing strategies.
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The significant impact of personalized and individualized content on customer engagement.
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The importance of outcome-based segmentation for effective personalization.
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The dangers of over-investing in new technologies without clear goals.
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Practical steps for understanding customer needs and enhancing key interactions through personalization.
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The role of AI tools in supporting but not overshadowing simple, effective personalization efforts.