The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth

Colin Shaw and Professor Ryan Hamilton discuss non-conscious influences: What are subliminal messages? How do they affect your behavior? Can we use them when building a customer experience?

Are your customers indifferent to you? Colin Shaw and Professor Ryan Hamilton discuss what it means if they are...and how can you move them to recommend you.

Why do customers tell you they will buy your service, but then don't? Are they deliberately trying to trick organizations? Colin Shaw and Professor Ryan Hamilton discuss how you can you find out what customers really want.

Do you want your customers to buy your product or service over and over again? If you do, you need them to form a habit. Colin Shaw and Professor Ryan Hamilton discuss how and why are habits formed. What can we do to discover customer's habits and change them to our advantage?

All the theory is great but implementing a successful CX program is vital. Colin Shaw and Professor Ryan Hamilton discuss exactly how do you do that...and the key steps to take.

All too often organizations suddenly see customers leave and have no idea this was going to happen. Colin Shaw and Professor Ryan Hamilton discuss how can you tell when a customer is going to leave you...and what can you do about it.

How should I set the price for my product or service? Colin Shaw and Professor Ryan Hamilton discuss how customers separate money into different mental accounts based on many subjective criteria. What does this mean for your pricing policy?

How can we guide our customer's decision-making through the menu of options we provide? How can you structure your offering to make it most attractive to customers?

Customer expect different things. Its a constantly moving goal. How do we keep up with these? Colin Shaw and Professor Ryan Hamilton discuss this and other topics.

Colin Shaw and Professor Ryan Hamilton discuss how customers make complex decisions, even when they don't really understand what they are doing or how they can make a decision. Find out what you can do to understand this and what you can do to design a great customer experience.

Once customers move from planning to implementation, they pass across a metaphorical Rubicon. People justify their thinking and it is then difficult to change their decisions. How do you recognize this and what can you do?

Facebook is a glimpse into the future for most businesses. Colin Shaw and Professor Ryan Hamilton discuss the recent controversy and the implications. What can we learn from the Facebook scandal? What are they doing with data? What action should we be taking?

Why are you getting so many complaints? What are the hidden reasons customers complain? How can you identify what the hidden reasons are and reduce the number of complaints you receive?

Why do customers ask for multiple competitive quotes? When they get them how do they decide what to buy? Customers have a natural tendency to avoid extremes. How can you use this to your advantage?

Every business wants loyal customers, but what does it really mean? Why do organizations get confused between inertia and customer loyalty? How can you truly gain loyal customers?

Customers will fight harder to keep what they have than they will to gain new things. This is called Loss Aversion and it's a big driver of customer behavior. This can be the route of customer complaints. What are the implications for designing a customer experience?

Too many organizations don't know what customers really want! They blindly undertake research and then wonder why the rest of the organization ignores it. Colin Shaw & Professor Ryan Hamilton discuss why this is the case and what organizations should be doing to ensure success.

Diminishing Sensitivity is part of Prospect Theory. This refers to customer sensitivity to further changes based on where they have started. What are the implications for business, customer experience and designing and delivering experience? 

Didn't Blockbuster, Kodak and Circuit City see the end was in sight? Why did they not change? Too many people reject new thinking that will improve their Customer Experience. Why? What is it about human behaviors that does this? In this podcast Colin Shaw and Professor Ryan Hamilton will debate why this is the case and what you should do about it.

How do 'social norms' affect the Customer Experience? What does this mean for organizations who sell to minorities or people in other countries?

Colin Shaw and Professor Ryan Hamilton discuss why Customers need 'Reference Points'. This is part one of a fundamental behavioral economics theory called Prospect Theory – It looks at how human decision making is effected by a reference point that a Customer uses to evaluate a Customer Experience and what you should do about it.

Colin Shaw and Professor Ryan Hamilton discuss why customers often focus on seemingly unimportant things and how these thing can in fact be the most important. Classic research from the University of Chicago shows that customers tend to focus on product details or attributes that have nothing to do with the true value, but have a great deal of influence on customer perception and experience.  

Special Episode - Colin Shaw and Professor Ryan Hamilton discuss the recent $185 million fine placed on Wells Fargo by the Consumer Financial Protection Bureau , the largest such penalty the agency has issued. What should Wells Fargo do now? How will this impact the viability of the bank in the eyes of consumers? What should other organizations do to avoid a similar CX disaster? Find out in this s...

Colin Shaw and Professor Ryan Hamilton discuss the 'Peak end rule' and its effect on Customer Experience.  The peak end rule is a psychological heuristic in which people judge an experience largely based on how they felt at its peak (i.e. its most intense point) and at its end, rather than based on the total sum or average of every moment of the experience.

Colin Shaw and Professor Ryan Hamilton examine the question: Why do customers change their minds? What makes a customer change their minds when they have been so certain the day before? Critically what can we do about it? Ryan discusses research by psychologists that give us some clues, and pointers for improving your customer's experience. Hosts, Colin Shaw and Ryan Hamilton.