đ 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
Release Date: 04/26/2025
I Signed a âGag Orderâ. Hereâs 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 â 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 couldnât wait to getâand then let it sit in the box for days (or weeks)? Youâre 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 âsomedayâ 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 whatâs really driving that âadd to cartâ impulseâand 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 Barrelâs logo backlash to Jaguarâs 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 companyâs needs rather than the customerâs reality. By the time insights land on a dashboard, the customer has already leftâor 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 doesnât mean...
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Brand Archetypes: Straightjacket or Springboard for CX?
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 co-host Ben Shaw, Chief Strategy Officer at MullenLowe, to explore the enduring role of brand archetypes in marketing and customer experience. They revisit the origins of archetypes in Jungian psychology and the influential book The Hero and the Outlaw (Pearson & Mark), before debating how useful the framework remains today. Together, they discuss the power of archetypes to create consistency, unlock creativity, and guide internal decision-making while also recognizing their limitations, risks of...
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Your Customers are Lazy... and Bored: How to Use That to Your Advantage
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
Your Customers are Lazy... and Bored: How to Use That to Your Advantage Show Notes: This week on The Intuitive Customer, Colin takes a step back and welcomes guest host Morgan Ward to explore one of psychologyâs favourite contradictions: why customers cling to the familiar, yet crave novelty. From music playlists to yogurt purchases, from comfort food to product design, Colin and Morgan unpack why weâre wired for bothâand how brands can use that tension to create better customer experiences. Best Quote from the Episode âFamiliarity earns trust. Novelty earns attention. Get the...
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Why Customer Satisfaction Hasnât Budged in 30 Years: Two new guest experts tell us why
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
In this milestone episode, The Intuitive Customer undergoes a transformation. Colin Shaw announces a step back from the regular hosting role, prompting a fresh chapter in the podcastâs evolution. Hosts Colin Shaw and Professor Ryan Hamilton introduce two new expert contributors â Dr. Morgan Ward, a consumer psychologist, and Ben Shaw, a brand strategist â to bring fresh perspectives on customer behavior, brand experience, and the future of CX. Together, the four hosts discuss the state of customer experience today, particularly in light of the stagnant growth in the American Customer...
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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+ â no small feat in todayâs hypercompetitive market. Kamron shares how theyâve 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 companyâs new mission: Creating a NiCE World. This isnât just a rebranding message â itâs a strategic shift toward unified, proactive, and AI-enabled customer experiences. Andy and Colin explore why AI alone isnât enough, the dangers of siloed implementations, and why leading organizations are turning to platforms â not point solutions â 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 overâwell, 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 moneyâbut you could also drive your customers straight to your competitors. Best Quote from the Episode: "You donât want AI handling a $300 million defense contract. âHello! I see you're interested in...
info_outlineEight 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.
đ The Reality of Podcasting:
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Podcasting is booming, with 546 million listeners worldwide.
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47% of the U.S. population (12+) listens to a podcast at least once a month.
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Podcast ad spending is projected to hit $4.02 billion in 2024.
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But hereâs the kicker:
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50% of podcasts die after three episodes.
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Only 20% make it past 10 episodes.
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Most donât last three years.
đĄ We are in the top 2% of all podcasts globallyâthanks to you, our listeners!
Key Takeaways
âCustomer experience isnât just about the experienceâitâs about the memory of the experience. People donât remember every detail; they remember the peak and the end. If youâre not designing for memory, youâre missing a massive opportunity.â
đ The Big Customer Experience Lessons from 400 Episodes:
đš 1. CX is Still a Work in Progress (And Thatâs a Problem)
đš 2. Memory Matters More Than You Think
đš 3. Behavioral Science is the Secret Sauce (That Many Ignore)
Resources Mentioned
MasterClass Series: https://beyondphilosophy.com/why-customers-make-instant-decisions-and-how-to-effect-it/
Memory Mini-Series: https://beyondphilosophy.com/our-behavior-is-motivated-by-what-we-recall-so-how-are-memories-formed-memory-mini-series-1-3/
About the Hosts:
Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 86,000 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'âwith over 600,000 downloadsâand 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' "Worldâs 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 âThe Growth Dilemma: Managing Your Brand When Different Customers Want Different Thingsâ Harvard Business Press Follow Ryan on LinkedIn.
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