How Acting on Case Studies Can Irrevocably Damage Your Career
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
Release Date: 11/09/2024
From Legacy to Loyalty: The Practical CX Playbook That Drives a 90 NPS
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
You can theorise about Customer Experience all day, but gaining a Net Promoter score of 90 is not a theory. It shows a great focus and implementation of Customer Experience. This week, we are exploring how this was achieved with , VP of Marketing & Customer Experience at . https://www.rjyoung.com/ RJ Young has been in business for over 70 years and boasts a world-class NPS score of 90+ — no small feat in today’s hypercompetitive market. Kamron shares how they’ve transformed their Customer Experience, navigated organisational silos, and are thoughtfully introducing AI into their...
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How To Make AI Work in the Real World of CX
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
In this episode of The Intuitive Customer, Colin Shaw speaks with Andy Traba, VP of Product Marketing at NICE, about the company’s new mission: Creating a NiCE World. This isn’t just a rebranding message — it’s a strategic shift toward unified, proactive, and AI-enabled customer experiences. Andy and Colin explore why AI alone isn’t enough, the dangers of siloed implementations, and why leading organizations are turning to platforms — not point solutions — to orchestrate connected, emotionally resonant journeys. If your organization is serious about CX transformation, this...
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AI vs. Human: Are You Making The Right Choice or a BIG Mistake!
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
AI is taking over—well, at least some parts of customer service. But how do you know when to automate and when to stick with the good old-fashioned human touch? In this episode, we dive into one of the most crucial decisions organizations are making today: When should you use AI, and when do customers actually need a human? Spoiler alert: If you let AI handle everything, you might save money—but you could also drive your customers straight to your competitors. Best Quote from the Episode: "You don’t want AI handling a $300 million defense contract. ‘Hello! I see you're interested in...
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The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
How do you grow your revenues without upsetting your existing customers? In this episode, Colin Shaw and Professor Ryan Hamilton dive into the new book he has written with Anne Wilson, Senior Lecturer at Wharton. Published by Harvard Business Review Press, the book is called: The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things Available here: https://bit.ly/3ZCN2wD Professor Ryan Hamilton reveal how brand growth often gets derailed not by bad strategy, but by insufficient attention to how your customer segments relate to each other. You may...
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What Customers Really Think About Your AI Experience: Academic Research Reveals the Truth.
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
Have you ever said “thank you” to a chatbot or Chat GPT? Well, you’re not alone—and you might just be weirder than you think. It turns out AI can be more empathic than people. But what do Customers think of AI experiences? Academic research reveals the answers we discuss in this show. In this special live-recorded episode from the SOCAP Conference, Colin Shaw and Professor Ryan Hamilton explore the psychology behind how customers actually feel about AI—and what that means for your customer experience. Ryan dives into the latest academic research on AI trust, customer behaviour,...
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The Brand Builds The Promise; Customer Experience DOES NOT Deliver! Why?
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
How happy are you when you buy auto insurance? If your answer is anything other than thrilled, you’re not alone. In fact, years ago, a UK insurance company tried to convince us otherwise with their tagline “Quote Me Happy.” Spoiler alert: Nobody was happy. This raises a fascinating question: What role does advertising play in the customer experience, and why is there such a massive disconnect between the ads we see and what we actually get? In this episode, Colin Shaw and Professor Ryan Hamilton dive deep into the Great Expectation Gap—and they’ve brought in a special guest: Ben...
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AI Won’t Save Your Customer Experience—But This Might...
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
Episode Summary: Everyone’s talking about AI like it’s some kind of CX fairy godmother—“Bibbidi-bobbidi-boo! Your NPS just went up 50 points!” Spoiler alert: it doesn’t work like that. In this episode, Colin and Ryan are joined by Frederic Durand, CEO of Diabolocom, and Collin D. Ehret, Senior Enterprise Sales Director (yes, another Collin… brace yourself), for a no-fluff, practical, and slightly irreverent discussion about what it really takes to implement AI in your customer experience. Diabolocom Website: LinkedIn: Frederic Durand LinkedIn: Collin D. Ehret...
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🎉 400th Episode Of The Intuitive Customer Podcast! - These Are Our Biggest CX Lessons
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
Eight years, 750,000 downloads, and 400 episodes later, The Intuitive Customer is celebrating this major milestone! In this episode, Colin Shaw and Professor Ryan Hamilton reflect on what has changed in customer experience over the years and share their biggest learnings. 📊 The Reality of Podcasting: Podcasting is booming, with 546 million listeners worldwide. 47% of the U.S. population (12+) listens to a podcast at least once a month. Podcast ad spending is projected to hit $4.02 billion in 2024. But here’s the kicker: 50% of podcasts die after three episodes. Only 20% make...
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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...
info_outlineOver the course of three years, Maersk Line improved its Net Promoter Score (NPS) by an impressive 40 points, resulting in a 10% increase in shipping volumes. Even more remarkable, this growth occurred during a global shipping decline.
But can other companies replicate Maersk’s success? Or are case studies like this more cautionary tales than roadmaps?
We explore the value of case studies in business, particularly how they can be used to highlight the application of concepts and theories in real-world situations.
The Power and Pitfalls of Case Studies
Case studies are powerful. People love stories, and case studies tap into this by offering relatable and engaging narratives that illustrate both challenges and solutions. For businesses, they’re a great way to demonstrate bona fides to clients and showcase what can be achieved through strategic change.
However, case studies have their pitfalls, too. Maersk’s results were exceptional, but not every company is positioned to follow the same path.
In the Maersk example, the company was at a unique juncture—facing market pressures and a history of mergers that led to a decline in Customer Experience. Their leadership was open to new ideas, and they had the right project manager in place to lead a global CX transformation.
The pitfall is many companies believe they are the same and will get the same results because they too are having a problem in Customer Experience. However, the specifics of one company’s success may not translate to another unless the conditions, challenges, and resources are aligned.
In this episode, we discuss why case studies are best used for inspiration and education, not as one-size-fits-all solutions. It’s crucial to extract the underlying principles—like customer focus and strategic leadership—rather than overgeneralizing from one company's experience.
In this episode, we also explore:
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The origins of using case studies as a teaching tool in business schools.
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How benchmarks are created and why they can be risky when generalized.
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The role of mental models in simplifying business decision-making.
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Risk aversion in organizations and the desire for examples to follow.
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The "silver bullet" mentality and why people seek easy solutions.
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The dangers of using case studies as the sole resource for business strategy.