『The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth』のカバーアート

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

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

著者： Colin Shaw Beyond Philosophy LLC
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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.comBeyond Philosophy LLC マネジメント マネジメント・リーダーシップ マーケティング マーケティング・セールス 経済学
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  • The Hidden Tax That's Quietly Costing Your Business a Fortune

    The Hidden Tax That's Quietly Costing Your Business a Fortune
    2026/08/29
    Silos are the silent killer of customer experience — but for years we've only argued that from one side of the coin: the customer's. This episode flips it over. Colin and Ryan are joined by Dan O'Connell, CEO of Front, to look at silos from the side that actually moves a boardroom — the cost. Front's new research, the Coordination Tax, surveyed B2B customer service, operations, and account management leaders and uncovered a startling baseline: the typical company spends nearly three hours coordinating work for every one hour it spends actually solving a customer's problem. Worse, 42% of companies don't track coordination time at all. It's the single largest cost in most customer operations, and almost nobody is measuring it. Dan, Colin, and Ryan dig into why sophisticated software and AI have so far made the problem worse rather than better, why bolting AI onto broken processes just delivers "a bad job done faster," what the top 14% of companies do differently, and the practical steps any leader can take to start quantifying — and shrinking — their own coordination tax. What You'll Learn Why silos cost you twice: once in customer experience, and once in raw internal inefficiency you're probably not measuring The three-to-one coordination-to-solving ratio, and why "normal" is far more expensive than leaders assume Why more advanced platforms and AI have inherited the coordination gap and scaled it The human cost: how coordination burnout quietly drives your best people out the door What separates the top 14% of companies from everyone else Practical first moves — measuring coordination, aligning cross-functional incentives, documenting the real process, and starting small with AI Memorable Quote "Teams are working around broken systems. AI won't fix that. Until companies address the coordination gap, the problem won't go away." — Dan O'Connell, CEO, Front Resources Mentioned The Coordination Tax report is free to download at Front - Coordination Tax About the Guest Dan O'Connell is the CEO of Front, the customer operations platform built for B2B complexity. Before Front, Dan was the Chief Strategy & AI Officer at Dialpad, where he delivered the first set of generative AI features powered by Dialpad's proprietary large language model. Since joining as CEO in March 2024, Dan has repositioned Front from a shared inbox tool to a category-leading platform for complex customer operations, leading the company past $100M in ARR in September 2025. More than 9,300 businesses rely on Front, which has raised $204M in venture funding from Sequoia Capital, Salesforce Ventures, Battery Ventures, Threshold Ventures, and Uncork Capital, as well as executives from Atlassian, Okta, PagerDuty, Qualtrics, and Zoom. Prior to that, Dan was the CEO of TalkIQ, a real-time speech recognition and natural language processing start-up acquired by Dialpad. Dan has also held various sales leadership positions at AdRoll and Google. He holds an MBA from the University of California, Berkeley, Haas School of Business.Follow Dan on LinkedIn About the Hosts Colin Shaw is a LinkedIn 'Top Voice' with a massive 286,000 followers and 89,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 750,000 downloads—and author of seven best-sellers on customer experience. Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn. Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of the book ' The Intuitive Customer '. 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's new book was launched in June 2025 called "The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things" Harvard Business Press Follow Ryan on LinkedIn. Subscribe & Follow Never miss an episode. Apple Podcasts Spotify
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    32 分
  • Your AI Is Engineering The Perfect Forgettable Experience; Was That The Plan?

    Your AI Is Engineering The Perfect Forgettable Experience; Was That The Plan?
    2026/08/15
    In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton continue their deep dive into memory — arguably the most underused idea in customer experience. Because here's the uncomfortable truth: customers don't act on the experience you give them. They act on the memory of it. Ryan introduces a brilliant analogy: memory works like a fishing net. Pull up one memory and you drag a whole network of related memories with it. Colin and Ryan then walk through the major types of memory — explicit, implicit, episodic, and the one that matters most for CX, evaluative — before landing on Professor Daniel Kahneman's peak-end rule and why it should sit at the heart of how you design every experience. In this episode, you'll learn: Why memory behaves like a fishing net — and what that means for the moments you'd never think to design The difference between explicit, implicit, episodic, and evaluative memory (and why the last one runs the show) How habits live inside procedural memory The peak-end rule explained: why customers remember the most intense moment and the final moment, and almost nothing else Why a great recovery from a problem can build more loyalty than a flawless experience Memorable moment: "You don't pull up one knot in the net. You drag the whole thing with it." — on why a single bad moment activates every adjacent memory a customer has of your category. Professor Ryan Hamilton Resources: Daniel Kahneman, Thinking, Fast and Slow Qualtrics XM Institute on the financial value of emotion: https://www.qualtrics.com/articles/customer-experience/capture-financial-value-customer-emotions/ Beyond Philosophy's Memory Maker Training: https://beyondphilosophy.com/contact About the Hosts: Colin Shaw is a LinkedIn 'Top Voice' with a massive 286,000 followers and 87,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience. Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn. Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "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. Follow Ryan on LinkedIn. Subscribe & Follow: Apple Podcasts Spotify
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    32 分
  • Why Memory Matters More Than Your Customer Experience - Part 1

    Why Memory Matters More Than Your Customer Experience - Part 1
    2026/08/01

    Nobel laureate Professor Daniel Kahneman said we don't choose between experiences; we choose between the memory of an experience. If that's true — and the science says it is — then most organizations are investing in the wrong thing. In this episode, Colin and Ryan explore how memories are actually formed, the difference between short-term (working) and long-term memory, and why your brand is really just a memory structure in the minds of your customers. They dig into how heuristics and biases shape what we remember, why humans are relentless pattern-recognition machines, and what all of this means for the experiences you design. It's the first in a three-part series on the topic Colin calls his favorite of all.

    In this episode, you'll learn:

    • Why memory — not the live experience — drives customer decisions, loyalty, and price tolerance

    • The difference between short-term/working memory and long-term memory (and why most of your experience gets "binned" within seconds)

    • How memories are stored as a connected network of "nodes," not isolated facts

    • Why a brand, from the customer's point of view, is simply a memory structure, making brand management a form of memory management

    • How customer expectations are built from memory, and what that means for "meeting and exceeding" them

    • Where heuristics and biases come from — what's innate, what's learned, and what's situational

    • The practical "so what" for designing experiences that customers actually remember

    Key quote:
    "We don't choose between experiences. We choose between the memory of an experience." — Professor Daniel Kahneman

    The hosts:


    Colin Shaw is a LinkedIn 'Top Voice' with a massive 286,000 followers and 87,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience. Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn.

    Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "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. Follow Ryan on LinkedIn.

    Resources & links:

    • Kahneman, The Riddle of Experience vs. Memory (TED): https://www.ted.com/talks/daniel_kahneman_the_riddle_of_experience_vs_memory

    • HBR, An Emotional Connection Matters More Than Customer Satisfaction: https://hbr.org/2016/08/an-emotional-connection-matters-more-than-customer-satisfaction

    • Beyond Philosophy training & resources: https://beyondphilosophy.com
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    32 分
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