Radio and PodcastLive Radio & PodcastsOpening Radio and Podcast...
Radio and PodcastLive Radio & PodcastsFetching podcast shows and categories...
Radio and PodcastLive Radio & PodcastsFetching podcast episodes...
The Intuitive Customer, hosted by Colin Shaw, recognized as a global influencer in Customer Experience and Prof. Ryan Hamilton, Emory University, USA. We discuss how you can improve your Cus...
In this episode, Ryan Hamilton and I dig into the invisible "scripts" that hold everyday customer experiences together—those unwritten psych...
Why do we actively seek out content that makes us angry? In this episode, Colin Shaw and Professor Ryan Hamilton explore the idea of consumi...
The Intuitive Customer, hosted by Colin Shaw, recognized as a global influencer in Customer Experience and Prof. Ryan Hamilton, Emory Univer...
How will customers decide which decisions to hand over to AI? As AI agents move to the front of the customer journey, brands are no longer c...
What does customer experience look like when AI starts acting on behalf of the customer? As AI agents increasingly understand customer conte...
How are you really using AI — and how does that compare to others? In this episode, Colin Shaw introduces a simple behavioural framework for...
Customer satisfaction has barely moved in over 30 years — despite enormous investment in Customer Experience. In this episode of The Intuiti...
In this episode of The Intuitive Customer, Professor Ryan Hamilton is joined by Ben Shaw, seasoned brand strategist, to unpack the promises...
Sales and Customer Experience—two critical functions that should work together, but too often operate at odds. This week, Colin and Ryan exp...
Trust in traditional institutions is eroding. As customers lose faith in advertising, government and even online reviews, they're turning to...
Episode Overview When everything is one-click easy, do we lose something meaningful? Guest host Dr. Morgan Ward joins Dr. Ryan Hamilton to e...
In this episode, Colin Shaw shares a recent personal experience with a major brand that imposed a 'gag order' (NDA) after a poor service exp...
Episode Overview Ever buy something you couldn't wait to get—and then let it sit in the box for days (or weeks)? You're not alone. Guest hos...
In this episode of The Intuitive Customer , Professor Ryan Hamilton is joined by guest host Ben Shaw to explore the high-stakes world of reb...
Summary Traditional customer feedback is broken. Post-call surveys and quarterly reports are too slow, cumbersome, and overly focused on the...
In this episode of The Intuitive Customer , Professor Ryan Hamilton is joined by guest co-host Ben Shaw, Chief Strategy Officer at MullenLow...
Your Customers are Lazy... and Bored: How to Use That to Your Advantage Show Notes: This week on The Intuitive Customer, Colin takes a step...
In this milestone episode, The Intuitive Customer undergoes a transformation. Colin Shaw announces a step back from the regular hosting role...
You can theorise about Customer Experience all day, but gaining a Net Promoter score of 90 is not a theory. It shows a great focus and imple...
In this episode of The Intuitive Customer, Colin Shaw speaks with Andy Traba, VP of Product Marketing at NICE, about the company's new missi...
AI is taking over—well, at least some parts of customer service. But how do you know when to automate and when to stick with the good old-fa...
How do you grow your revenues without upsetting your existing customers? In this episode, Colin Shaw and Professor Ryan Hamilton dive into t...
Have you ever said "thank you" to a chatbot or Chat GPT? Well, you're not alone—and you might just be weirder than you think. It turns out A...
How happy are you when you buy auto insurance? If your answer is anything other than thrilled, you're not alone. In fact, years ago, a UK in...
Episode Summary: Everyone's talking about AI like it's some kind of CX fairy godmother—"Bibbidi-bobbidi-boo! Your NPS just went up 50 points...
Eight years, 750,000 downloads, and 400 episodes later, The Intuitive Customer is celebrating this major milestone! In this episode, Colin S...
First impressions aren't just important—they're everything. Research shows that customers, clients, and even your colleagues are forming opi...
Trust : it's the glue that holds relationships together—both personal and professional. Yet, so many businesses get it wrong. In this specia...
Are we thinking less in the age of information overload? In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton d...
🔹 Ever wonder why you always end up choosing the medium popcorn, even when you weren't hungry? Or why some websites magically guide you tow...
Discounting—it feels like a surefire way to attract customers, right? Everyone loves a good bargain. But what happens when discounts stop be...
🚀 Are your departments working together or just co-existing in polite chaos? Organizational silos are the silent killer of customer experie...
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 guessin...
Episode Summary: Are you evoking the right emotions in your customers, or are you unknowingly driving them away? In this episode, Colin Shaw...
Episode Summary: How can you create an environment where your team feels safe to speak their minds without fear of judgment or reprisal? In...
Episode Summary How do you set yourself apart in an ever-evolving professional landscape? In this episode of The Intuitive Customer, Colin S...
Episode Summary In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton delve into the fascinating world of custom...
Episode Summary In this episode of The Intuitive Customer, Colin Shaw and Ryan Hamilton dive into the predictions shaping 2025 and their imp...
Quote of the Episode "If something feels off, it probably is. Trust your instincts and push for clarity—because informed customers are empow...
Episode Summary: In this special end-of-year episode, Colin Shaw and Professor Ryan Hamilton reflect on 2024, sharing personal and professio...
We are frustrated. Despite years of effort across industries, customer satisfaction has only seen marginal improvement since the 1990s. By m...
Growth is essential for businesses. However, new customers with varying needs, preferences, and identities often accompany growth. Worse, th...
Deborah has a pickle . She is considering implementing a Loyalty Scheme but isn't sure when and how to do so. She thought we could help. We...
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?...
Let's talk about government and Customer Experience. It might surprise you that government and Customer Experience have a tighter relationsh...
Taking unproven routes can lead to exciting new possibilities. However, it could also lead to potential failure. That's what makes life inte...
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...
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 c...
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...
Hurricane Debbie dumped 17 inches of water in Colin's home. It was a traumatic experience, from wading through the murky water to the neighb...