The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
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.com
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How Your Customers Judge You Before You Even Open Your Mouth
04/12/2025
How Your Customers Judge You Before You Even Open Your Mouth
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 you make sure your business gets it right? From real-world business insights to slightly embarrassing personal stories (yes, there’s a “matching tie and handkerchief” moment), this episode is packed with actionable takeaways, humor, and behavioral science gold. If you’ve ever wondered why customers make instant decisions about your brand—and how to make sure those decisions work in your favor—this is an episode you don’t want to miss. Best Quote from the Episode: "People decide if they like you before you even open your mouth. Customers do the same thing with your business. And once that first impression is locked in? Good luck changing it." – Colin Shaw Key Takeaways: ✅ Customers form opinions in seconds. Studies show that people can judge competence, trustworthiness, and likability in as little as 10 seconds—or less! ✅ Your rational brain is slower than your gut. Neuroscience suggests that we make decisions before we consciously think about them—then we just make up a story to justify the decision we already made. ✅ Bad first impressions are a business killer. If your website looks outdated, your store is messy, or your customer service rep is unfriendly—customers won’t stick around to give you a second chance. ✅ The Halo Effect can work for you (or against you). One good first impression can positively color how customers see your entire brand. But a bad one? That impression sticks. ✅ First impressions happen multiple times. The moment a customer sees your ad, lands on your website, calls your contact center, or walks into your store—each moment is a new first impression. Make them count. ✅ Be careful what YOU look for. Your own biases affect how you judge customers, employees, and even your team. If you assume someone is a "bad fit," you’ll find reasons to confirm it—even if it’s not true. 🔎 Why You Should Listen: Want to know how to create the perfect first impression for your business? Curious about the crazy science behind why people judge in a split second? Want to hear Colin and Ryan debate whether a “matching tie and handkerchief” can ruin your career? About the Hosts: Colin Shaw is a 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, 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 ''—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. . 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 Subscribe & Follow
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10 Proven Ways Guaranteed To Build Trust In Your Customers!
03/29/2025
10 Proven Ways Guaranteed To Build Trust In Your Customers!
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 eye-opening research on why people sometimes lie more when they actually like you (yes, really). If you’re serious about customer experience, this is an episode you can’t afford to miss. 🎧 Listen now to discover: ✅ Why trust isn’t automatic—it has to be earned (and how to do it). ✅ The #1 mistake companies make that destroys trust instantly. ✅ How honesty—especially when things go wrong—can turn a crisis into a customer loyalty win. ✅ The psychology behind why people sometimes lie to be nice (and how this hurts customer relationships). ✅ Why overcommunication is your secret weapon for building long-term trust. 🔹 Best Quote from the Episode: "Trust is built in drops and lost in buckets. You can do everything right for years, but one moment of dishonesty or poor communication can undo it all." 🚀 Key Takeaways: Customers can smell dishonesty a mile away—transparency and consistency are non-negotiable. Trust isn’t just about marketing or sales; it’s company-wide, from legal to customer support. Want to build customer loyalty? Own up to mistakes—your customers will trust you more, not less. The easiest way to build trust? Do what you say you’re going to do. People trust companies that communicate often, even when there’s no new update. Silence breeds doubt. 📢 Don’t just read about it—hear it for yourself! Tune in now and learn how to make trust your biggest competitive advantage. About the Hosts: Colin Shaw is a 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, 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 ''—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. . 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 Subscribe & Follow
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Why Short-Form Content & Thinking is Destroying Your Customer Experience And Your Career.
03/15/2025
Why Short-Form Content & Thinking is Destroying Your Customer Experience And Your Career.
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 (NPS) to the psychological magic of the Peak-End Rule, this episode is packed with insights that will change how you approach CX. Plus, hear why Colin thinks AI could be the modern-day version of Google Maps—and why that’s not necessarily a good thing! Quote of the Episode “Shortcuts create a false sense of progress. Just because something looks easy doesn’t mean it actually works.” Key Takeaways: 🔹 Short-form content is tricking us into thinking we’re learning – but real understanding takes time, effort, and curiosity. 🔹 Net Promoter Score (NPS) isn’t the holy grail – It’s useful, but without deeper analysis, it’s just another vanity metric. 🔹 The Peak-End Rule explains why customers remember emotions, not experiences – Learn how to optimize key moments in your CX journey. 🔹 AI is a powerful tool, but it’s not a substitute for real thinking – Automation is helpful, but businesses that over-rely on it risk becoming robotic and disconnected. 🔹 Long-term relationships matter more than quick wins – Sustainable customer loyalty is built through trust, emotional connection, and meaningful engagement. About the Hosts: Colin Shaw is a 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, 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 ''—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. . 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 Subscribe & Follow
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Tiny Tweaks That Can Have a BIG Effect (And Why They Sometimes Don’t)
03/08/2025
Tiny Tweaks That Can Have a BIG Effect (And Why They Sometimes Don’t)
🔹 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: "Nudges feel like magic when they work. But throw the wrong nudge at the wrong audience, and it’s like trying to convince a Diet Coke fan to drink Pepsi—it’s just not happening!" – Professor Ryan Hamilton 🎯 Key Takeaways: ✅ Small changes = big impact – A well-placed nudge (like a cleverly designed pricing tier) can significantly influence customer choices. ✅ Choice architecture is everything – The decoy effect, compromise effect, and default bias all play a role in steering decisions without customers realizing it. ✅ Why nudges fail – Not every customer is persuadable. Nudges won't move the needle if someone has a strong preference (like die-hard brand loyalty). ✅ Testing is essential – Don’t just assume a nudge will work. Test different variations in real-world scenarios before rolling them out at scale. 🚀 Why You Should Listen If you’re in customer experience, marketing, or sales, this episode will change how you think about influencing behavior. Learn how to craft nudges that actually work—and avoid the ones that flop. So, what are you waiting for? Hit play and discover the tiny tweaks that can have a BIG effect! About the Hosts: Colin Shaw is a 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, 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 ''—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. . 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 👉 Listen now on , , or . Got a nudge story? Connect with Colin & Ryan on LinkedIn and share your experiences! 🎙️🚀
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The Psychology Of Discounts: Are You Inadvertently Training Your Customers?
03/01/2025
The Psychology Of Discounts: Are You Inadvertently Training Your Customers?
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 you’re not careful, your company could end up hooked on discounting like a bad habit. This episode is packed with insights, humor, and practical advice you won’t want to miss! Best Quote from the Episode: "We knew we had a problem when one of the executives said, ‘This is like heroin—we can’t stop!’" Key Takeaways: ✅ Discounting Works—But Be Careful! Customers love a good deal, and discounts create instant excitement. But if you do it too often, you’re not just offering savings—you’re training customers to expect them. ✅ Reference Points Matter A “Was $7, Now $5” deal feels like a win, even if $5 was always a fair price. Discounts give customers an anchor price, making them feel like they’re getting a bargain—even if they’re not. ✅ Big Numbers Win People respond more to “SAVE 30%” than “SAVE $2.” The bigger the number, the better the deal seems. ✅ The Thrill of the Hunt Shoppers love feeling like they “won” at shopping. ✅ The Danger of Training Customers If customers know you’ll discount every two weeks, they’ll never pay full price again. Some companies become trapped in perpetual discounting cycles, losing profit just to keep customers coming back. ✅ Compete on Value, Not Just Price Apple doesn’t run 50% off iPhone sales every Black Friday. Their customers pay full price because they believe in the value. If your business relies on discounts, ask yourself: Would customers still buy from us if we didn’t offer them? ✅ Are You a Discount Addict? If discounts are your main strategy, it’s time to rethink. Are you making real money, or just moving stock? If the answer makes you nervous, it’s time for a change. Why You Should Listen: This episode is a must-listen for business leaders, marketers, and CX professionals who want to break free from the discount trap and build a pricing strategy that doesn’t just attract customers—but actually makes money. About the Hosts: Colin Shaw is a 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, 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 ''—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. . 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 Subscribe & Follow
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7 Ways To Break Organizational Silos; The Silent Killer Of Customer Experience
02/22/2025
7 Ways To Break Organizational Silos; The Silent Killer Of Customer Experience
🚀 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 experienced the dark side of silos firsthand. In this episode, Colin Shaw and Professor Ryan Hamilton dive deep into how silos are sabotaging your business and—more importantly—how to break them down. Colin also shares a particularly painful real-world example of a never-ending kitchen renovation that perfectly illustrates just how badly siloed teams can fail. (Hint: You’ll never look at a home improvement store the same way again.) 💡 Key Takeaways: 🔹 Common goals mean nothing if they aren’t lived out. Every company says “We put customers first”—but do they actually? If your Finance team makes policies that inconvenience customers, the answer is no. 🔹 Measure what matters. If Sales is rewarded for closing deals, but Implementation is penalized for poor customer satisfaction, you’ve got a problem. Aligning incentives across departments is the only way to drive real customer-centric behavior. 🔹 Cross-functional projects prevent disasters. Ever had a marketing team promise something a product team couldn’t deliver? Or a sales team sell a service that implementation couldn’t support? That’s what happens when silos rule the day. 🔹 Job shadowing changes everything. Want your IT team to build better systems for Customer Service? Have them answer support calls for a day. Want your Finance team to be more customer-friendly? Have them sit in on refund requests. 🔹 Socializing isn’t just for fun—it’s strategic. People who know each other personally collaborate more effectively. The simple act of breaking bread (or sharing a drink) can go a long way toward bridging the gaps between teams. 🎤 Best Quote from the Episode: "I once had an assistant who scheduled my meetings across London without realizing she had me zigzagging across the city like a lost tourist. After one day shadowing me, she never made that mistake again. People don’t realize the pain they cause others until they see it firsthand." – Colin Shaw About the Hosts: Colin Shaw is a 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, 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 ''—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. . 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
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Psychological Pricing: 7 Practical Tips You Can Use Today to Boost Sales
02/15/2025
Psychological Pricing: 7 Practical Tips You Can Use Today to Boost Sales
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 techniques, we explore why pricing is more than numbers on a tag—it’s a story you tell your customers. Along the way, Ryan reveals the secrets behind charm pricing, scarcity cues, and the “decoy effect,” while Colin shares how early mistakes taught him the importance of understanding customer perception. (Spoiler alert: guesswork is not a strategy.) If you want to understand the psychology behind pricing—and how to use it to improve your bottom line—you’ll love this episode. But be warned: you might never look at a price tag the same way again. Best Quote from the Episode: "The price isn’t just a number; it’s a conversation you’re having with your customer. And if you’re not telling the right story, someone else will." — Professor Ryan Hamilton Key Takeaways (But You’ll Have to Tune In for the Full Insights!): Anchoring: The "Big Daddy" of Pricing Why giving customers a frame of reference can make your prices seem more attractive. Charm Pricing Still Works (But It’s Changing) $0.99 vs. $1.00—what’s really happening in the customer’s mind? The Decoy Effect: Guide Them to the Right Choice How medium popcorns make large popcorns irresistible. Scarcity and Social Proof: The FOMO Effect The subtle art of using “only 2 left!” without annoying your customers. Price Elasticity: Know Who You’re Selling To Some customers care deeply about price changes—others don’t. Do you know the difference? Signpost Items: First Impressions Matter Why your pricing on milk, batteries, or even AA batteries can shape brand perception. Price Fairness: Handle with Care Overcharging can ruin trust, even if it makes short-term financial sense. Why You Should Listen: Whether you’re pricing consulting services, running a retail store, or managing a SaaS product, this episode is packed with actionable insights that will make you rethink how you price—and how your customers perceive your value. Plus, it’s full of funny stories, practical advice, and a healthy dose of British-American banter. Don’t just set prices. Shape perceptions. About the Hosts: Colin Shaw is a 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, 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 ''—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. . 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 Subscribe & Follow
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How to Evoke Emotions That Make Customers Come Back for More
02/08/2025
How to Evoke Emotions That Make Customers Come Back for More
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 emotions are “squishy,” why there’s no universal list of emotions, and how organizations can still harness this powerful driver to build loyalty, advocacy, and revenue. You’ll learn why emotions are always in play, how to identify the ones that drive value, and how to stop evoking the ones that destroy it. Colin and Ryan share practical tips, real-life examples, and the secret to aligning your team around the emotions that matter most. This episode is a must-listen for anyone serious about improving their customer experience—and their bottom line. Best Quote from the Episode: "If I went to the CEO of a company and said, ‘Here’s the emotion your customers are feeling: frustration,’ do you think they’d say, ‘Yes, that’s exactly what we were going for’? Of course not! But if you’re not managing emotions, you’re leaving them to chance—and that’s costing you loyalty and revenue." — Colin Shaw. Key Takeaways: Emotions Drive Customer Loyalty and Spending Emotions aren’t just fluffy extras—they’re the bedrock of customer decision-making. Positive emotions like trust, care, and value build loyalty, while negative ones like frustration and neglect destroy it. Most Companies Don’t Know What Emotions They’re Evoking If you ask your leadership team what emotions they’re trying to evoke, you’ll likely get different answers—or blank stares. That lack of alignment is a significant problem. Triggers Are Key to Managing Emotions Emotions don’t happen by accident. They’re triggered by specific actions, processes, or interactions. Identify the triggers in your customer journey and intentionally design them to evoke positive emotions. Practical Exercise: Emotion Safaris Take your team on a safari to experience your customer journey—or a competitor’s—firsthand. Then debrief: What emotions did they feel? What triggered them? Were those the right emotions? The ROI of Emotions Customers who feel trust and care spend more and are more loyal. Customers who feel neglected cost you money. Managing emotions isn’t just good for customers; it’s good for your bottom line. Why You Should Listen: This episode isn’t just about theory—it’s about practical steps you can take to evoke the right emotions in your customers and improve your business results. Colin and Ryan’s insights are backed by decades of research, real-world experience, and a healthy dose of humor. If you’re ready to stop leaving customer emotions to chance and start managing them with intention, this episode is for you. Resources Mentioned Emotional Research: https://beyondphilosophy.com/consulting/emotional-signature/ The DNA of Customer Experience: How emotions drive value book: https://beyondphilosophy.com/books/ About the Hosts: Colin Shaw is a 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, 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 ''—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. . 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 Subscribe & Follow 🎙️ Tune in now to The Intuitive Customer Podcast on your favorite platform!
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Silence Is Killing Your Business: The Innovation Cost of Quiet Teams
02/01/2025
Silence Is Killing Your Business: The Innovation Cost of Quiet Teams
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 showing vulnerability, demonstrating curiosity, and expressing appreciation can unlock untapped potential in your organization. If you’re a leader looking to bring out the best in your team—or just curious about why “none of us are as clever as all of us”—this episode is packed with actionable insights you can’t afford to miss. Quote of the Episode The moment you create a space where everyone feels safe to contribute, that’s when the magic happens.” — Gary Keogh Key Takeaways: Learn what it really means to create a workplace where people feel safe and eager to speak openly. It’s not about coddling your team or avoiding accountability. Discover how leadership ego, self-censorship, and rigid cultural norms stifle collaboration—and what you can do about it. Three practical ways to foster psychological safety: show vulnerability, practice curiosity, and express appreciation. The Jeff Bezos Approach: Find out why Amazon’s founder speaks last in meetings and seeks out junior team members’ perspectives first Resources Mentioned Contact Gary Keogh: Website: About the Hosts: Colin Shaw is a 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, 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 ''—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. . 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 Subscribe & Follow
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10 Career Lessons You Need to Thrive in 2025
01/25/2025
10 Career Lessons You Need to Thrive in 2025
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 personal anecdotes (and a few laughs) about lessons learned the hard way. Whether you’re just starting out, mid-career, or considering your next big move, this episode is packed with advice you won’t want to miss. The Best Quote from the Episode "If it’s going to be, it’s up to me. Don’t wait for someone else to drive your career—successful people create their own opportunities." – Colin Shaw Key Takeaways We’re only scratching the surface here—you’ll need to listen to the full episode for the stories and deeper insights behind these points! Think Long-Term: The best careers are built with vision and intentionality. Treat every role as a stepping stone to something greater. Leverage Technology: Generative AI and other innovations are reshaping the workforce. Learn to harness these changes instead of fearing them. Understand Your Strengths: Self-awareness is key—focus on what you’re naturally great at, and let that guide your career decisions. Build a Reputation That Lasts: Your reputation is your greatest currency. What do you want to be known for? Deliver, Deliver, Deliver: At the end of the day, results speak louder than words. Always follow through and exceed expectations. Why You Need to Tune In Sure, you could take the lessons at face value, but what makes this episode unmissable are the stories behind the advice. From Colin’s father’s game-changing advice about “learning your boss’s job” to Ryan’s humorous but insightful realization about his dislike for managing people, these are the kinds of lessons you’ll want to hear straight from the source. Plus, Colin and Ryan’s banter, humor, and candid reflections make this episode not just valuable, but downright enjoyable. You might even come away with a new mantra for your career—and a laugh or two! 🎧 Listen now and take the first step toward making 2025 your most successful year yet! About the Hosts: Colin Shaw is a 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, 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 ''—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. . 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 Subscribe & Follow
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Breaking the Routine: How to Help Customers Form New Habits
01/18/2025
Breaking the Routine: How to Help Customers Form New Habits
Episode Summary In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton delve into the fascinating world of customer habits. Colin shares his recent experiences shopping at Publix, Aldi, and Whole Foods, uncovering how deeply ingrained habits shape our decisions as customers. The discussion explores the psychology behind habit formation, the challenges businesses face when trying to change customer routines, and the critical role of segmentation in addressing diverse customer needs. From grocery stores to TSA lines and even Apple’s onboarding strategy, this episode highlights actionable insights for businesses looking to influence customer behavior effectively. Quote of the Episode "Habits aren't unbreakable chains; they're shortcuts our brains take to save effort. If businesses want customers to change, they need to guide them gently and reward the new behavior." Key Takeaways The Habit Loop Habits consist of three components: cue, routine, and reward. Businesses need to understand these elements to create or change customer habits effectively. Transition Requires Support Customers resist change when new experiences are disorienting or unclear. Offering onboarding tools, clear signage, or guidance (like Apple’s tutorials or TSA’s segmented lines) can ease the transition. Segment Rewards Customers value different rewards. Some prioritize savings, while others value time or convenience. Understanding and tailoring offerings to these preferences can make all the difference. Habits vs. Exploration While habits streamline decision-making, they can inhibit discovery. Striking a balance—like Amazon’s recommendation engine—allows businesses to support habitual purchases while encouraging new ones. The Power of Familiarity Familiarity offers comfort and efficiency, making it a strong motivator for customers. Businesses need to weigh the risks of disrupting established habits against the potential benefits of change. About the Hosts: Colin Shaw is a 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, 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 ''—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. . 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 Subscribe & Follow If you enjoyed this episode, don’t forget to leave us a review and share it with your network. For more insights and resources, visit and subscribe to never miss an episode of The Intuitive Customer!
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Tariffs, Technology, and Trends: What 2025 Means For You and Your Customers
01/11/2025
Tariffs, Technology, and Trends: What 2025 Means For You and Your Customers
Episode Summary In this episode of The Intuitive Customer, Colin Shaw and Ryan Hamilton dive into the predictions shaping 2025 and their implications for customer experience. From economic uncertainty and its emotional impacts to the rise of AI in search behavior, they explore how these trends will influence customer decisions and business strategies. The conversation also delves into the unintended consequences of tariffs, the challenges of AI implementation, and the importance of maintaining a customer-centric culture amidst technological advancements. Quote of the Episode “Perception is reality, especially in customer experience. Customers’ feelings about the broader world—not just your product—shape their choices.” Key Takeaways Economic Uncertainty Is Emotional: Confidence, a powerful emotion, drives customer behavior. Economic stability is less about the numbers and more about what customers feel about the economy.\n Tariffs and Customer Choices: Tariffs create unintended consequences for customer experience, from higher costs to reduced competition and choice. Policies that seem disconnected from customers often have profound impacts.\n The Shift in Search Behavior: AI tools like ChatGPT are reshaping how customers find answers, creating new challenges and opportunities for businesses to differentiate themselves in an AI-driven landscape.\n AI Projects Must Prove Value: Without clear goals and success metrics, AI initiatives risk failure. Businesses must align AI with tangible improvements in customer experience.\n Customer-Centricity Trumps Technology: A customer-first culture remains essential. Advanced technologies, including AI, will only deliver value when built on a foundation of empathy and understanding. Links Mentioned in the Episode Forbes article by : About the Hosts: Colin Shaw is a 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, 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 ''—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. . 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 Subscribe & Follow
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5 Ways You Can Tell When You Are Being Ripped Off! ...And What To Do About It!
01/04/2025
5 Ways You Can Tell When You Are Being Ripped Off! ...And What To Do About It!
Quote of the Episode "If something feels off, it probably is. Trust your instincts and push for clarity—because informed customers are empowered customers." Episode Summary In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton discuss the all-too-common experience of feeling ripped off. Drawing on Colin’s personal experiences with home repairs and unexpected costs, they delve into the anatomy of being taken advantage of as a customer. Together, they explore the power dynamics, manipulative tactics, and psychological cues that underpin these interactions. From high-pressure situations to unnecessary upsells, the hosts provide insights into recognizing when you’re being overcharged and how to protect yourself. Along the way, they share actionable tips for consumers and lessons businesses can learn to build trust and transparency with their customers. Key Takeaways Red Flags of Being Ripped Off: Urgency and High Demand: When time is short, and demand is high, you’re more likely to encounter inflated prices. Irrelevant Questions: Excessive or unrelated inquiries can signal attempts to upsell or gauge your lack of expertise. Upselling Early: If a provider pushes additional services before addressing your core issue, proceed cautiously. Manipulative Sales Tactics: Techniques like “calling the manager” or creating false scarcity are designed to wear you down. Unease: Trust your gut—if something feels off, it probably is. Power Dynamics and Information Gaps: Service providers often have the upper hand in terms of expertise and resources, which can lead to exploitation. Customers should ask detailed questions, break down costs, and research to close the information gap. Lessons for Businesses: Transparency and honesty foster long-term trust and customer loyalty. While exploiting urgency or knowledge gaps may yield short-term gains, it damages reputation and drives customers away. Practical Tips for Consumers: Avoid rushed decisions and gather multiple quotes when possible. Demand clarity on costs and don’t hesitate to negotiate. Recognize manipulative tactics and assert your rights as a customer. About the Hosts: Colin Shaw is a 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, 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 ''—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. . 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 Subscribe & Follow
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Discover the key insight from 2024 and a plan for how to progress in 2025!
12/28/2024
Discover the key insight from 2024 and a plan for how to progress in 2025!
Episode Summary: In this special end-of-year episode, Colin Shaw and Professor Ryan Hamilton reflect on 2024, sharing personal and professional lessons learned throughout the year. The conversation dives into themes of resilience in both life and customer experience, the vital role of community, the need for balance, and the hype surrounding AI. Key Takeaways: Resilience Matters: Colin discusses how personal resilience during a home crisis parallels the resilience required in customer experience. He explains how understanding customers' emotional journeys (e.g., the grief cycle) can improve support and satisfaction. Community is Key: Both hosts underscore how community support during tough times can be mirrored in the business world, where fostering a sense of community can strengthen customer loyalty. Communication & Transparency: Ryan shares insights on the role of clear communication in managing customer expectations and protecting processes. It’s not just about better ideas; it’s also about maintaining trust. Balanced Approach: Colin and Ryan advocate for a balanced customer experience strategy that combines quantitative measures with a focus on emotional and behavioral insights, and a mix of human interaction with technology. AI and the Hype Trap: Colin warns against getting swept up in the AI hype. While AI holds great promise, organizations should prioritize strategic, integrated implementations over rushing to adopt the latest tools About the Hosts: Colin Shaw is a 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, 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 ''—with over 600,000 downloads—and author of eight best-sellers on customer experience; Shaw is a sought-after keynote speaker. 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. Subscribe & Follow
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Here is How to Get Your Organization to Be More Customer-Centric
12/21/2024
Here is How to Get Your Organization to Be More Customer-Centric
We are frustrated. Despite years of effort across industries, customer satisfaction has only seen marginal improvement since the 1990s. By marginal improvement, we mean it went up four points. That’s right, four. This stagnation suggests a need for deeper cultural and operational changes to prioritize customer experiences truly. Our discussion in this episode revolves around four key customer-centricity levels: Naive, Transactional, Enlightened, and Natural. These stages represent an organization's maturity in focusing on customers, from the least to the most advanced. Naive Organizations focus internally and lack regard for customer needs, often viewing the customer as secondary to operational goals. Transactional Organizations acknowledge the importance of the customer but treat interactions as isolated transactions, usually emphasizing efficiency over empathy. Enlightened Organizations offer a more cohesive and emotionally engaging experience, understanding that customers seek meaningful interactions. Natural Organizations are the pinnacle of customer-centricity, with cultures that fully align employee and customer experiences. These companies anticipate customer needs and prioritize creating memorable, personalized moments Organizations are encouraged to evaluate where they stand on this spectrum and start implementing changes in nine core areas: people, customer strategy, systems, measurement, channels, expectations, marketing and branding, processes, and leadership. Embracing these changes may require a cultural overhaul, but the rewards include increased customer loyalty and satisfaction. In this episode, we dive into the concept of customer centricity and explore the journey organizations must take to shift their focus more closely to the customer. The journey from Naive to Natural isn’t easy, but it is essential for brands that want to build genuine, long-term customer relationships. Here are a few other key takeaways from the discussion you will learn: Customer centricity is not just about enthusiastic service—it requires a deep cultural shift within the organization. Organizations must balance rational, efficiency-focused goals with emotional aspects to create a holistic customer experience. Success depends on how well leadership integrates customer-focused values into every level of the organization. The nine organizational areas identified help companies assess and improve their customer focus. True customer-centric brands are often those that consider both customer and employee experiences as interconnected. Moving towards "Natural" status requires significant effort and incremental improvements rather than a one-time overhaul.
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How to Avoid Conflict Between Your Customer Segments to Gain Growth
12/14/2024
How to Avoid Conflict Between Your Customer Segments to Gain Growth
Growth is essential for businesses. However, new customers with varying needs, preferences, and identities often accompany growth. Worse, these new customers can annoy or alienate your current customers. So, how do you grow without making your current business blow? Today, we explore the central challenge of growth: expanding your customer base without sparking conflicts between different customer segments. Ryan's new book, , which Ryan co-authored with Wharton addresses this dynamic in-depth, and we discuss how companies can better manage these conflicts to keep all customers satisfied and engaged. As brands grow, they tend to attract diverse customer segments with unique expectations and behavior. This diversity can create tensions between groups, especially when one segment's actions or values clash with another's. For instance, a brand known for its exclusivity may see conflict when a more mainstream audience starts to adopt it, or a company that appeals to one political ideology may face backlash when it attracts customers from an opposing one. We delve into the four main types of conflict that can arise between customer segments and explore solutions for each. For example, these brands dealt with some of them when: Patagonia faced a brand image shift when corporate buyers began over-associating the brand with Wall Street, diverging from Patagonia's environmental ethos. The company responded by limiting corporate orders, thereby preserving its original image. Younger users leave Facebook because their parents' generation heavily uses it. Exclusivity can be key to maintaining engagement from specific age groups or communities on social platforms. New Balance once faced a backlash after a policy stance was misinterpreted by extremist groups, forcing the brand to distance itself from these associations publicly. Ultimately, understanding and managing these potential conflicts requires brands to identify sources of friction early on and employ various strategies to keep segments separate when needed. Segmenting offerings, using sub-brands, or creating distinct product lines are all ways to cater to different groups without diluting brand identity or customer satisfaction. In this episode, we also offer actionable advice on navigating the complex terrain of customer segments and brand management and setting up companies for smoother, more inclusive growth. Whether you're a business leader or a marketer, this episode is packed with insights into balancing growth with customer harmony, ensuring each segment feels valued without alienating others. This episode also includes ways to: Recognize the importance of managing inter-customer relationships to foster sustainable growth. Understand how Functional Conflicts often arise in omnichannel setups and ways to resolve them. Learn about Brand Image Conflicts and how brands can address image tensions, as Patagonia did. Distinguish between Identity and Ideological Conflicts and why one often influences customer group dynamics more than the other. Gain insights into using segmentation strategies, like sub-brands or distinct service channels, to reduce conflict. Discover how a clear brand identity can attract and repel certain customers and why that might benefit or hinder growth. Be the first to hear and invitations to exclusive book launch events for The Growth Dilemma, published by Harvard Business Review Press!
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When Is The Right Time To Implement A Customer Loyalty Scheme?
12/07/2024
When Is The Right Time To Implement A Customer Loyalty Scheme?
Deborah has a . She is considering implementing a Loyalty Scheme but isn't sure when and how to do so. She thought we could help. We can help. The first question, then, is easy. Now. These things work. They don't create real loyalty, but they get people to keep buying from you, giving you more chances to earn loyalty. It's the second question, how, that's a little trickier. Many companies create these programs to foster loyalty, but often, they work more as reward systems, encouraging repeat transactions rather than building emotional attachment. For example, although frequent flyer points, like Delta's SkyMiles, incentivize repeat bookings, they don't necessarily create genuine loyalty. Loyalty, we argue, is a deeply emotional connection rather than just a series of repeat transactions. We explore the psychological principles behind why customers participate in rewards programs and why they might hoard rewards rather than redeem them. A concept called Medium Maximization explains why people often "save" points or miles, viewing them as a bridge to future rewards and experiencing reluctance to part with them. This phenomenon works in favor of companies, as it increases customer engagement without necessarily incurring a cost. Additionally, the Goal Gradient Hypothesis illustrates how people accelerate their efforts toward a reward as they approach it, which is why punch-card systems, for example, are so effective. While rewards programs have significant benefits, they can also have downsides. Complex or restrictive redemption policies can damage the customer experience, as can the use of extrinsic motivations that may unintentionally reduce intrinsic motivations. For instance, when a daycare chain imposed a fine on late pickups, late arrivals increased as parents viewed it as a trade-off rather than a rule. Companies should, therefore, be cautious about unintentionally undermining genuine, behavior-based loyalty with overly complicated or restrictive rewards systems. In this episode, we discuss customer loyalty programs' true purpose and impact. Ultimately, we recommend keeping loyalty programs simple and transparent. Avoid blackout dates or complicated redemption processes, as these can frustrate customers and reduce the program's value. At their core, loyalty schemes are tools to encourage spending rather than create loyalty, so Deborah—and you—should design them with that goal in mind. Additional Takeaways to Listen for In This Episode: How extrinsic rewards, like points, can decrease intrinsic motivation and affect customer behaviors. The importance of aligning a rewards program with customer behavior patterns and preferences. How Idiosyncratic Fit influences customers to engage more deeply in programs where they feel they have an advantage. Examples of how poorly designed loyalty schemes can backfire and damage customer relationships. The pros and cons of different reward types, like points versus cashback, and how this impacts customer satisfaction. Understanding competitive rewards programs can help you refine your offering to stand out.
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Why Do Customers Tell Me One Thing But Give Me Feedback That Is Different?
11/30/2024
Why Do Customers Tell Me One Thing But Give Me Feedback That Is Different?
Why do customers tell you everything is fine when you ask them face-to-face but then give you a less-than-optimal rating later in a survey? Is everyone duplicitous, or are customers stricken with experience amnesia as soon as they make it to the car park? It turns out that it is neither a character flaw nor a medical condition that causes it. We explore what does in this episode. Let’s face it. It’s a frustrating issue that can make getting accurate and timely customer feedback hard. We begin with a real-life example: a restaurant experience where Colin and his friends told the manager everything was fine with their dinner despite a long wait for food. Later, they reflected on the experience more critically, but the moment to provide that feedback had passed. Colin blames it on being British. That may be part of the cause, but other things are happening here, too, and it isn’t uncommon. Our listener, Dave Hillman, has encountered this dilemma in his business. His customers express satisfaction face-to-face but provide lower scores on feedback surveys. Why does this happen, and what can businesses do to get more upfront and honest feedback? We unpack several reasons why in-person feedback can differ from post-experience feedback. We explore factors like the fear of conflict, the desire to avoid awkwardness, and how personal guilt can deter customers from raising issues. We also look at how companies might unintentionally make it harder for customers to share feedback at the moment. Anonymity, timing, and how feedback is solicited also play significant roles. For instance, collecting feedback immediately after the experience can result in more accurate data as perceptions change over time. We also discuss how phrasing questions differently in person versus on surveys can lead to varying responses. In this episode, we also provide strategies for businesses to balance both types of feedback—immediate and delayed—and ensure that all input, regardless of when it arrives, is valuable and actionable. In this episode, you will also learn: The cultural reasons behind why people avoid giving critical feedback in person. How post-experience reflections, like a football match example, shift perceptions over time. The role of sampling bias and how it can skew survey results. Why anonymity encourages honesty and how it lowers personal costs in sharing feedback. The importance of identifying what truly drives value for customers to guide feedback collection. The benefits of using independent third-party surveys to remove bias and get more accurate results.
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Why Government Regulation of Some Aspects of a Customer’s Experience is a Good Thing
11/23/2024
Why Government Regulation of Some Aspects of a Customer’s Experience is a Good Thing
Let's talk about government and Customer Experience. It might surprise you that government and Customer Experience have a tighter relationship than you think. Many organizations, particularly in the private sector, recognize the importance of providing great experiences to keep customers satisfied and loyal. But should governments do the same for their citizens? Can a well-run government improve societal well-being by focusing on efficiency, transparency, and user-friendly services? In this episode, we explore the government's role in delivering experiences to citizens through essential services or regulatory actions that impact organizations and their customers. Historically, a poorly managed experience with the government has significant consequences (cue: the Boston Tea Party). But beyond extreme cases, day-to-day interactions with government agencies also influence our quality of life. We start by asking why government agencies should care about CX at all. Using real-world examples, such as the surprisingly smooth process of renewing a passport or the convenience of services like Global Entry at airports, we see how an efficient government improves employee morale and public satisfaction. Plus, efficient government departments can save money, attract top talent, and increase citizen trust. Beyond service delivery, governments play a vital role in regulating experiences for private companies. Markets can become exploitative without proper regulations, leaving customers vulnerable to poor practices. We look at examples of beneficial regulations, like the Truth in Lending Act, which protects consumers from misleading financial products, and the Americans with Disabilities Act, which ensures accessibility for all. However, regulation is a delicate balance. Too little oversight can lead to exploitation, while too much can stifle competition and innovation. Some laws—like those that mandate thousands of training hours for hairstylists or forbid self-service gas stations—seem overly restrictive and detrimental to the customer experience. Finding a middle ground that protects consumers without creating unnecessary barriers is key. Join us as we discuss governments' critical role in shaping experiences and why every government, like a business, should aim to improve the CX it delivers to its citizens. More Key Moments in the Discussion: How efficient government services influence national life satisfaction. The impact of "bad profits" in the financial sector and their regulatory solutions. Why governments can't afford to ignore inefficiency for long. Examples of overregulation stifling innovation in U.S. states. The link between government CX and economic growth. How the White House's consumer protection initiatives aim to improve daily life.
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Are We Reaching a Turning Point in the AI Hype Cycle?
11/16/2024
Are We Reaching a Turning Point in the AI Hype Cycle?
Taking unproven routes can lead to exciting new possibilities. However, it could also lead to potential failure. That's what makes life interesting, isn't it? Optimistic thinking has led to groundbreaking achievements, like the moon landing in the 1960s. However, it's important to strike a balance between hope and realism. In today's episode, we explore the concept of optimism bias and how it plays a role in the "AI Hype Cycle." We discuss the pros and cons of optimism and why it can be risky and rewarding. For those of you who don't watch MBA videos as a hobby, summarizes the Hype Cycle's importance and how it relates to the recent trend toward leveraging Big Data. So, what is this hype cycle we keep referring to? maps out the lifecycle of new technologies, including artificial intelligence (AI). Starting with initial media excitement, the Hype Cycle often leads to inflated expectations, followed by disillusionment as challenges arise. However, innovation doesn't stop there. As understanding improves, we reach a more balanced "slope of enlightenment," eventually leading to the "plateau of productivity," where technology adoption becomes more widespread and realistic. The discussion touches on AI's current status in the Hype Cycle, questioning whether we are at a turning point where initial optimism is waning. Some organizations overestimate the short-term benefits of AI, hoping it will be the silver bullet to solve all their problems, only to face disappointment when things don't work out as expected. Like many other innovations, AI is more complex to implement than initially imagined, and optimism can sometimes blind organizations to its true limitations. Managing expectations is key: while optimism is necessary to drive change and innovation, one must temper it with caution and realistic planning. Ultimately, this episode encourages listeners to temper optimism with practicality regarding new technologies like AI. Small, calculated risks are encouraged, but organizations should avoid placing all their bets on one solution. Balance is key to navigating the Hype Cycle successfully. More Key Points Discussed in This Episode: Understanding the pros and cons of optimism bias in business decision-making. An overview of the Gartner Hype Cycle and how it applies to AI. Why the initial excitement around AI may not meet short-term expectations. The risk of overhyping new technologies and the consequences of inflated expectations. The importance of balancing optimism with realism in the implementation of AI. Strategies for navigating the Hype Cycle without falling victim to disillusionment.
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How Acting on Case Studies Can Irrevocably Damage Your Career
11/09/2024
How Acting on Case Studies Can Irrevocably Damage Your Career
Over 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: The origins of using case studies as a teaching tool in business schools. How benchmarks are created and why they can be risky when generalized. The role of mental models in simplifying business decision-making. Risk aversion in organizations and the desire for examples to follow. The "silver bullet" mentality and why people seek easy solutions. The dangers of using case studies as the sole resource for business strategy.
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The Three Most Exciting Pieces of Research That No One Knows About!
11/02/2024
The Three Most Exciting Pieces of Research That No One Knows About!
If there is one thing that academics know how to do, it’s publish new research. It seems that umpteen studies are published every hour. It can be overwhelming to keep up with it all. So, we undertook it to help you with this week’s episode. We explore three fascinating studies in the realm of consumer behavior with insights from , a Professor of Consumer Behavior at Emory University. From the influence of sound on social status to the role of streaks in motivating behavior and even how firms should use AI to deliver news to customers, this episode provides a wealth of information for businesses looking to understand and serve their customers better than they do today. Social Status and Product Sound Dr. Ward’s research delves into how consumers choose products based on the sounds they emit, linking these choices to social status. The study finds that people often seek status through two main channels—dominance and prestige. Some customers buy noisy products, like a Harley Davidson, to assert dominance, while others opt for quiet, high-end products, such as Dyson fans, to signify prestige. Ward emphasizes that understanding the status-seeking motivations of your target audience can help businesses design products that appeal to specific social power desires. Key Takeaway: Customizing product sounds can signal social power, appealing to customers' status-seeking behavior. The Gamification of Behavior Through Streaks Ward also discusses the role of , particularly how brands use streak-based incentives to encourage continued engagement. Apps like Duolingo, Snapchat, and Headspace all capitalize on the idea of maintaining streaks to motivate daily usage. However, there are tradeoffs. Extrinsic motivators like streaks can sometimes overshadow intrinsic motivators, leading to a decrease in overall enjoyment and, ultimately, participation. Ward warns businesses to consider when streaks are appropriate carefully and to balance the motivations that drive consumer behavior. Key Takeaway: Streak-based gamification can motivate, but businesses should carefully balance extrinsic and intrinsic motivations. AI vs. Human Interaction: Finally, Ward shares research particularly around delivering good or bad news. Interestingly, the research suggests that AI should handle bad news because customers perceive it as more impartial. In contrast, a human best delivers good news to create a personal connection. These findings affect how businesses structure customer service strategies and use AI. Key Takeaway: AI is better suited for delivering bad news, while human interaction is more impactful for delivering good news. Additional things you’ll learn in this episode: How cultural differences affect consumer status-seeking behavior. The psychological impact of losing a streak and how it influences future behavior. Why some products benefit more from gamification than others. The future implications of AI-human interaction in customer service.
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The Powerful Influence Superstition Plays in Customer Decision-Making
10/26/2024
The Powerful Influence Superstition Plays in Customer Decision-Making
Colin doesn’t sit in aisle 13 when he flies on an airline. It’s silly but true. He also fancies his red knickers on days when he is speaking in front of large crowds. While this errs on the side of too much information, it also foretells the topic of this week’s episode: superstitions and how they influence our decisions as customers and otherwise. Many of us hold on to irrational beliefs that are common sense, even when they defy logic. Airlines, for instance, often skip row 13 because of widespread discomfort with the number, including Colin’s, despite no real reason to avoid it. But how do these seemingly irrational habits affect customer behavior, and what can businesses learn from them? Customers often engage in superstitious practices, particularly when they feel powerless over a situation. Colin recounts a story of Asian customers choosing construction equipment based on serial numbers they considered lucky. In this case, selecting a machine wasn’t just about quality or functionality but also about seeking control over the unknown. Humans are pattern-seeking creatures. Our minds are hardwired to find connections between things, even when none exist. Superstitions help people feel like they have some control, which influences customer behavior. While some superstitions, like avoiding row 13, are passed down culturally, others are more personal. For example, the host tells a story about football fans ordering fries at a pub, believing it would help England score a goal. While everyone knew it wasn’t logical, the collective belief became a fun ritual. Superstitions also manifest in business. Companies sometimes hold onto outdated practices with no rational basis. The host shares an example of an advertising agency insisting on a six-word phrase at the end of ads, not because of any research but simply because "that's how it was always done." These business practices, like customer superstitions, can become embedded over time without questioning their effectiveness. In this episode, we discuss why businesses should understand and acknowledge that customers and companies aren’t always logical. We also explore how accommodating these irrational beliefs can lead to better customer experiences. Rather than dismissing superstitions, companies can work with them to create a more comfortable and personalized environment for their customers. Additional things you’ll learn in this episode: How mental models shape customer behaviors The connection between biases and superstition in decision-making Why businesses often cling to irrational processes How to spot and eliminate unnecessary "superstitious" practices in your company Ways to accommodate and even leverage customer superstitions for a better experience
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My House Was Recently Flooded! This Taught Me How to Treat Customers in Distress
10/19/2024
My House Was Recently Flooded! This Taught Me How to Treat Customers in Distress
Hurricane Debbie dumped 17 inches of water in Colin's home. It was a traumatic experience, from wading through the murky water to the neighbor’s house—hoping not to encounter the alligators that usually hang out nearby—to watching a team of 12 recovery professionals sweeping through and gutting what remained inside after the water subsided. The experience has been emotionally draining, especially since they didn't have flood insurance, making the cost of repairs overwhelming. It exposed the emotional nature of these circumstances and reminded us of what is important when treating a distressed customer. This episode explores the Customer Experience lessons learned along the way. The story begins with the frantic search for help after the flood. With no time to gather multiple quotes, a friend recommended Servpro, a disaster recovery company. While Servpro did a great job, one small misstep—using the term "demolition"—upset the host's wife, highlighting the importance of language and empathy in high-stress situations. Despite the upsetting circumstances, Colin and his wife appreciated the team's professionalism and sympathy. We also touch on a less positive customer service experience with the cable company. While their technician was helpful and empathetic, the initial process during the phone call didn't consider the host's extreme situation. The rigid, unempathetic procedure highlighted how companies, like the cable provider, can improve by empowering their employees to handle unique circumstances flexibly. While getting coffee, the lack of empathy from a cheerful barista served as another example of how businesses can fail to acknowledge customers going through difficult times. While we recognize that coffee chains do not specialize in disaster recovery, it was still a missed opportunity for them to show empathy in a moment requiring more than routine friendliness. A frustrating visit to a self-storage facility was another eye-opener. The company had implemented a tablet/virtual receptionist system, which lacked the human touch, particularly during hurricane season when people needed help the most. Companies should be prepared to offer a more hands-on, empathetic approach to meet heightened demands during extraordinary times. The episode is a call to action for companies to build flexibility and empathy into their Customer Experience strategies, especially during times of crisis. Businesses that show genuine concern for their distressed customers during challenging times will create loyal customers for life, while those who don't may lose them. In this episode, we also dive into: The emotional toll of disaster recovery and its impact on Customer Experiences. How language choice can impact a customer's emotional state. The importance of empowering employees to handle unique customer situations. Why self-service solutions may fail in high-stress scenarios. The critical role empathy plays in building customer loyalty, especially during crises.
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Discover The Secret of How to Gain Actionable Customer Insights
10/12/2024
Discover The Secret of How to Gain Actionable Customer Insights
Customer feedback is critical to managing and improving your customer experience but it isn’t easy to get. Worse, it isn’t always useful and enlightening on what you are doing well, or perhaps more importantly, not so well. In this episode, we tackle a common problem many businesses face: how to get more actionable customer feedback. Our guest, , Chief Revenue Officer of brings over 20 years of experience in helping companies gather and analyze customer insights. Waterton shares valuable tips on making the feedback process seamless, efficient, and impactful. One of the main insights Waterton offers is the importance of capturing feedback at the right moment—immediately after the Customer Experience. According to him, this approach ensures that businesses collect more accurate feedback as people's recollections of their experiences fade quickly. He suggests that feedback should be short and simple to encourage participation, using tools like micro-surveys (e.g., quick emoji selections). Waterton also explains the difference between feedback and reviews. Feedback is company-initiated, where you ask the customer directly, while reviews are customer-initiated and usually more detailed. Both have value but serve different purposes in understanding the customer experience. A key takeaway is the balance between positive and negative feedback. While many companies receive mostly positive feedback, focusing only on the negatives or positives can skew your understanding. You need both to find areas of improvement and highlight what's working well. We also warn about the dangers of over-automating customer experiences. Colin shares an example of a milkman who improved efficiency but lost personal connection with customers, ultimately losing Colin’s wife's business. This cautionary tale is a crucial reminder that companies must balance efficiency with the human touch, especially in the age of AI and automation. We wrap up with practical tips on gathering meaningful feedback, including choosing the right channels, keeping surveys relevant and concise, and acting on the feedback you receive. In this episode, you'll also learn: The difference between feedback and reviews and why both matter How to avoid "survey fatigue" and keep customers engaged The role of micro-surveys in capturing real-time feedback The importance of balancing automation with personal interaction Why acting on feedback is crucial to improving Customer Experience
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Great Tips on How to Run a Successful Workshop and Motivate Your Audience
10/05/2024
Great Tips on How to Run a Successful Workshop and Motivate Your Audience
One of the benefits of being in business and academia for years is that we have a lot of experience running workshops. This episode is a brain dump of all the stuff you won’t learn in a book but is critical to the successful outcome of your program. The first and perhaps most critical step is breaking the ice. By setting a relaxed and open tone, you ease participants into the session, ensuring they’re ready to engage. A simple question at the start can do wonders—something as quirky as asking attendees to share something strange about themselves. This activity breaks down barriers and injects some fun into the proceedings, setting the stage for a lively and productive workshop. As a facilitator, it's vital to approach the workshop without a predefined answer or outcome in mind. Your role is to guide participants in finding solutions, ensuring participants take ownership of the results. This approach fosters a deeper connection to the material and encourages lasting change. For instance, when working with a client like Maersk Line, the world's largest shipping company, it’s important to ask the right questions and provide tools rather than answers. This method leads to better results and enhances the participants’ sense of accomplishment. Also, flexibility is key when it comes to planning your workshop. While having an agenda is important, adjust it as discussions evolve, allowing for deeper exploration of ideas and ensuring that everyone is on the same page. Similarly, consider the group dynamics when dividing attendees into smaller teams. Mixing personalities and ensuring a balance of perspectives can prevent dominant voices from stifling creativity and lead to more innovative solutions. In this episode, we dive into these essential strategies for leading a workshop that leaves a lasting impact. Drawing from years of experience, we explore practical tips to ensure your workshops are engaging, effective, and memorable for all participants. If you listen, you will also learn the following: Ryan wrote a script for Broadway, and Colin is married to his stepsister. No, really. How to effectively manage group dynamics by balancing personality types and seniority levels. The importance of having a clear goal for the workshop and aligning all activities towards achieving it. Why off-site workshops can prevent distractions and boost creativity. The significance of determining the ideal team size for different workshop activities. Techniques to ensure follow-through on workshop outcomes back in the workplace. The impact of physical space on group energy and interaction during the workshop.
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Managing Rising Customer Expectations With Limited Resources
09/28/2024
Managing Rising Customer Expectations With Limited Resources
Claire Dunwood has a pickle. She wants to know how to manage rising customer expectations with fewer resources than she used to have. This episode seeks to help her—and you—do exactly that. It’s pretty common to hear problems like this today. Responding to rising expectations is easy when there is no limit to the resources you can throw at it. Doing that same thing on a budget is a different kettle of fish. We kick off by exploring how expectations form. Expectations for experiences, even for those we've never had, are often built from adjacent or similar experiences, drawing on memories, media, or past interactions. Therefore, customers have preconceived notions about how their interactions with your brand will unfold, even before they’ve engaged with you. Claire noted that customer expectations seem to be constantly rising. Effective management of rising expectations requires identifying which aspect of the expectations is rising—rational, emotional, or sensory—and whether it aligns with your business goals. We discuss the importance of focusing on the aspects that drive the most value for customers rather than trying to meet every rising expectation. A key takeaway is the importance of focusing on what matters most to your customers, as highlighted by the Blue Ocean Strategy. This approach suggests excelling in the most important areas to your customers and letting go of everything else. Knowing your customers well is essential, as it helps you decide which expectations to meet and which to disregard, ensuring that you spend your resources wisely. In this episode, we share practical strategies for managing customer expectations, including understanding customer needs, proactive communication, setting clear boundaries, maintaining consistency, and leveraging technology. These strategies help balance the demands of rising expectations with the reality of limited resources. In this episode, we also talk about: The formation of customer expectations from adjacent experiences The categorization of expectations into rational, emotional, and sensory The concept of outcome-based prioritization when resources are limited The role of transparency and proactive communication in managing expectations How to decide whether certain customers are worth the effort based on their expectations and profitability Examples of businesses effectively setting and exceeding customer expectations The importance of staying agile and responsive to customer feedback
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Personalization with Graham Hill
09/21/2024
Personalization with Graham Hill
Personalization 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: The balance between mass communication and personalization in marketing strategies. The significant impact of personalized and individualized content on customer engagement. The importance of outcome-based segmentation for effective personalization. The dangers of over-investing in new technologies without clear goals. Practical steps for understanding customer needs and enhancing key interactions through personalization. The role of AI tools in supporting but not overshadowing simple, effective personalization efforts.
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Why People Make So Many Crazy Excuses and What This Means for You
09/14/2024
Why People Make So Many Crazy Excuses and What This Means for You
Fair Warning: this episode regarding excuses was prompted by recent experiences with tradespeople during Colin’s kitchen renovation. No one likes excuses, least of all your customers. Lately, Colin has been hearing many amazing excuses about why something can or cannot be done in his kitchen project. It got him thinking about excuses and why people make them. Today’s episode explores the ideas of excuses and what they tell us about human behavior. Consider examples like long call center wait times blamed on “high call volume” or companies deflecting responsibility for faulty products or order issues by passing the buck to manufacturers. These situations highlight the commonality of excuses in everyday interactions. It is important to understand the difference between an excuse, which is used to avoid blame, and a reason, which acknowledges the cause of a problem and usually is followed by steps to make it right. Additionally, we explore the psychological motivations behind excuse-making, including our innate desire to see ourselves as right, and how this plays into consumer behavior and decision-making. One important concept that supports our behavior around blame is Confirmation Bias. When avoiding blame, we tend to favor information that supports our existing beliefs (i.e., that it is not our fault), even in trivial matters. Additionally, we delve into the concept of Fundamental Attribution Error, where we are more likely to attribute others’ mistakes to their character while excusing our own based on external circumstances. This human tendency to avoid blame and protect our ego is universal. However, the consequences bear a sharp contrast to the benefits of taking responsibility, especially in leadership roles. A case study from the illustrates the severe consequences of excuses on a larger scale, where avoiding responsibility led to widespread harm and even imprisonment. From this, we draw lessons on the importance of honesty and accountability in both personal and professional contexts. In this episode, we explore the fine line between a reason and an excuse and examine how they function in various Customer Experiences. In this episode we also discuss: The psychological need for self-preservation and its impact on excuse-making. How Confirmation Bias affects our decisions and perceptions in everyday life. The difference between taking responsibility and deflecting blame in customer service. Real-world examples of excuses versus reasons in customer experience. The potential long-term damage of excuses to trust and relationships. Strategies for handling mistakes and building stronger customer relationships by owning up to errors.
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Is Marketing Ethical? A Deep Dive into Scarcity Tactics and Ethics
09/07/2024
Is Marketing Ethical? A Deep Dive into Scarcity Tactics and Ethics
In this episode, we tackle a thought-provoking question from one of our listeners: Is it ethical to use urgency as a marketing tactic? This question sparked a deep conversation about the ethics of digital marketing, particularly the use of scarcity to drive sales. We feature insights from , partner and CXO at , and Marketing Professor at , who shares his thoughts after watching "The Social Dilemma" and wrestling with the impact of digital marketing on mental health. Bisett discusses the ethical concerns of creating false urgency in marketing, comparing it to the stress and pressure felt by consumers during high-stakes purchases, like a kitchen remodel. He argues that manipulating customers with "FOMO" (Fear of Missing Out) can lead to hasty, anxiety-driven decisions, which ultimately harm the customer and the brand’s reputation. Instead, Bisett advocates for building trust and long-term relationships by offering genuine value rather than pressure-filled transactions. Bisett’s message and our subsequent discussion challenge marketers to reflect on their tactics and consider the long-term implications of their strategies, not just for their business, but for their customers' well-being. In this episode, we further explore whether using behavioral science in marketing crosses ethical lines, especially when marketers understand more about customer behavior than the customers themselves. We also delve into the nuances of ethical intent, the role of empathy, and the importance of transparency in marketing practices. We also discuss how companies can ensure they are not just making sales but also treating customers with dignity and respect. In this episode you will also learn: The ethical implications of using behavioral science in marketing. The difference between needs-based selling and manipulative sales tactics. The role of empathy in ethical marketing decisions. How intent and transparency can help marketers stay on the ethical side of business. Real-life examples of ethical and unethical marketing practices. Strategies for building long-term customer relationships based on trust and value.
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