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

Are Companies Profiting From Your Anger?

28 Mar 2026

Contributed by Lukas

Why do we actively seek out content that makes us angry? In this episode, Colin Shaw and Professor Ryan Hamilton explore the idea of consuming anger a...

Segments of One: The Promise, the Peril, and the Practicality of Micro-Targeting

15 Mar 2026

Contributed by Lukas

Your Customers Are Deciding What AI Decides. Are You Ready for That?

28 Feb 2026

Contributed by Lukas

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 competing f...

The Big Problem! What Happens When AI Becomes The Customer?

14 Feb 2026

Contributed by Lukas

What does customer experience look like when AI starts acting on behalf of the customer? As AI agents increasingly understand customer context, rememb...

Most People Think They Use AI Well; Many Are Mistaken! Are You?

31 Jan 2026

Contributed by Lukas

How are you really using AI — and how does that compare to others? In this episode, Colin Shaw introduces a simple behavioural framework for underst...

Uncomfortable Truth: The Focus on Customer Experience Hasn't Paid Off, Why?

17 Jan 2026

Contributed by Lukas

Customer satisfaction has barely moved in over 30 years — despite enormous investment in Customer Experience. In this episode of The Intuitive Custo...

The Rise of Synthetic Audiences: Fast, Cheap… but Believable?

03 Jan 2026

Contributed by Lukas

In this episode of The Intuitive Customer, Professor Ryan Hamilton is joined by Ben Shaw, seasoned brand strategist, to unpack the promises and pitfal...

Are Your Salespeople Sabotaging Your Customer Experience?

20 Dec 2025

Contributed by Lukas

Sales and Customer Experience—two critical functions that should work together, but too often operate at odds. This week, Colin and Ryan explore how...

The New Currency of Customer Experience: 'People Like Me'

06 Dec 2025

Contributed by Lukas

Trust in traditional institutions is eroding. As customers lose faith in advertising, government and even online reviews, they're turning to voices th...

Good Friction, Bad Friction: Why a Little Effort Makes Customers Care

22 Nov 2025

Contributed by Lukas

Episode Overview When everything is one-click easy, do we lose something meaningful? Guest host Dr. Morgan Ward joins Dr. Ryan Hamilton to explore how...

I Signed a 'Gag Order'. Here's What It Taught Me About Organizations

08 Nov 2025

Contributed by Lukas

In this episode, Colin Shaw shares a recent personal experience with a major brand that imposed a 'gag order' (NDA) after a poor service experience —...

The Thrill of the Chase: Why Anticipation Beats Ownership

11 Oct 2025

Contributed by Lukas

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 host Morgan...

When Rebrands Go Wrong: Lessons for Customer Experience Leaders

10 Oct 2025

Contributed by Lukas

In this episode of The Intuitive Customer, Professor Ryan Hamilton is joined by guest host Ben Shaw to explore the high-stakes world of rebranding. F...

AI That Listens: Why Real-Time Feedback is the Future of Customer Experience

27 Sep 2025

Contributed by Lukas

Summary Traditional customer feedback is broken. Post-call surveys and quarterly reports are too slow, cumbersome, and overly focused on the company's...

Brand Archetypes: Straightjacket or Springboard for CX?

20 Sep 2025

Contributed by Lukas

In this episode of The Intuitive Customer, Professor Ryan Hamilton is joined by guest co-host Ben Shaw, Chief Strategy Officer at MullenLowe, to explo...

Your Customers are Lazy... and Bored: How to Use That to Your Advantage

30 Aug 2025

Contributed by Lukas

Your Customers are Lazy... and Bored: How to Use That to Your Advantage Show Notes:  This week on The Intuitive Customer, Colin takes a step back and...

Why Customer Satisfaction Hasn’t Budged in 30 Years: Two new guest experts tell us why

16 Aug 2025

Contributed by Lukas

In this milestone episode, The Intuitive Customer undergoes a transformation. Colin Shaw announces a step back from the regular hosting role, promptin...

From Legacy to Loyalty: The Practical CX Playbook That Drives a 90 NPS

02 Aug 2025

Contributed by Lukas

You can theorise about Customer Experience all day, but gaining a Net Promoter score of 90 is not a theory. It shows a great focus and implementation ...

How To Make AI Work in the Real World of CX

19 Jul 2025

Contributed by Lukas

In this episode of The Intuitive Customer, Colin Shaw speaks with Andy Traba, VP of Product Marketing at NICE, about the company’s new mission: Crea...

AI vs. Human: Are You Making The Right Choice or a BIG Mistake!

05 Jul 2025

Contributed by Lukas

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-fashioned ...

The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things

21 Jun 2025

Contributed by Lukas

How do you grow your revenues without upsetting your existing customers?  In this episode, Colin Shaw and Professor Ryan Hamilton dive into the new b...

What Customers Really Think About Your AI Experience: Academic Research Reveals the Truth.

07 Jun 2025

Contributed by Lukas

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 AI ...

The Brand Builds The Promise; Customer Experience DOES NOT Deliver! Why?

24 May 2025

Contributed by Lukas

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 insurance ...

AI Won’t Save Your Customer Experience—But This Might...

12 May 2025

Contributed by Lukas

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!”...

🎉 400th Episode Of The Intuitive Customer Podcast! - These Are Our Biggest CX Lessons

26 Apr 2025

Contributed by Lukas

Eight years, 750,000 downloads, and 400 episodes later, The Intuitive Customer is celebrating this major milestone! In this episode, Colin Shaw and Pr...

How Your Customers Judge You Before You Even Open Your Mouth

12 Apr 2025

Contributed by Lukas

First impressions aren’t just important—they’re everything. Research shows that customers, clients, and even your colleagues are forming opinion...

10 Proven Ways Guaranteed To Build Trust In Your Customers!

29 Mar 2025

Contributed by Lukas

Trust: it’s the glue that holds relationships together—both personal and professional. Yet, so many businesses get it wrong. In this special miles...

Why Short-Form Content & Thinking is Destroying Your Customer Experience And Your Career.

15 Mar 2025

Contributed by Lukas

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...

Tiny Tweaks That Can Have a BIG Effect (And Why They Sometimes Don’t)

08 Mar 2025

Contributed by Lukas

🔹 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 th...

The Psychology Of Discounts: Are You Inadvertently Training Your Customers?

01 Mar 2025

Contributed by Lukas

Discounting—it feels like a surefire way to attract customers, right? Everyone loves a good bargain. But what happens when discounts stop being a to...

7 Ways To Break Organizational Silos; The Silent Killer Of Customer Experience

22 Feb 2025

Contributed by Lukas

🚀 Are your departments working together or just co-existing in polite chaos? Organizational silos are the silent killer of customer experience. Sal...

Psychological Pricing: 7 Practical Tips You Can Use Today to Boost Sales

15 Feb 2025

Contributed by Lukas

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. B...

How to Evoke Emotions That Make Customers Come Back for More

08 Feb 2025

Contributed by Lukas

Episode Summary: Are you evoking the right emotions in your customers, or are you unknowingly driving them away? In this episode, Colin Shaw and Prof...

Silence Is Killing Your Business: The Innovation Cost of Quiet Teams

01 Feb 2025

Contributed by Lukas

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 episo...

10 Career Lessons You Need to Thrive in 2025

25 Jan 2025

Contributed by Lukas

Episode Summary How do you set yourself apart in an ever-evolving professional landscape? In this episode of The Intuitive Customer, Colin Shaw and Ry...

Breaking the Routine: How to Help Customers Form New Habits

18 Jan 2025

Contributed by Lukas

Episode Summary In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton delve into the fascinating world of customer habits....

Tariffs, Technology, and Trends: What 2025 Means For You and Your Customers

11 Jan 2025

Contributed by Lukas

Episode Summary In this episode of The Intuitive Customer, Colin Shaw and Ryan Hamilton dive into the predictions shaping 2025 and their implications ...

5 Ways You Can Tell When You Are Being Ripped Off! ...And What To Do About It!

04 Jan 2025

Contributed by Lukas

  Quote of the Episode "If something feels off, it probably is. Trust your instincts and push for clarity—because informed customers are empowered ...

Discover the key insight from 2024 and a plan for how to progress in 2025!

28 Dec 2024

Contributed by Lukas

Episode Summary: In this special end-of-year episode, Colin Shaw and Professor Ryan Hamilton reflect on 2024, sharing personal and professional lesson...

Here is How to Get Your Organization to Be More Customer-Centric

21 Dec 2024

Contributed by Lukas

We are frustrated. Despite years of effort across industries, customer satisfaction has only seen marginal improvement since the 1990s. By marginal im...

How to Avoid Conflict Between Your Customer Segments to Gain Growth

14 Dec 2024

Contributed by Lukas

Growth is essential for businesses. However, new customers with varying needs, preferences, and identities often accompany growth. Worse, these new cu...

When Is The Right Time To Implement A Customer Loyalty Scheme?

07 Dec 2024

Contributed by Lukas

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 can help....

Why Do Customers Tell Me One Thing But Give Me Feedback That Is Different?

30 Nov 2024

Contributed by Lukas

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 everyon...

Why Government Regulation of Some Aspects of a Customer’s Experience is a Good Thing

23 Nov 2024

Contributed by Lukas

Let's talk about government and Customer Experience. It might surprise you that government and Customer Experience have a tighter relationship than yo...

Are We Reaching a Turning Point in the AI Hype Cycle?

16 Nov 2024

Contributed by Lukas

Taking unproven routes can lead to exciting new possibilities. However, it could also lead to potential failure. That's what makes life interesting, i...

How Acting on Case Studies Can Irrevocably Damage Your Career

09 Nov 2024

Contributed by Lukas

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 ...

The Three Most Exciting Pieces of Research That No One Knows About!

02 Nov 2024

Contributed by Lukas

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 ov...

The Powerful Influence Superstition Plays in Customer Decision-Making

26 Oct 2024

Contributed by Lukas

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 fr...

My House Was Recently Flooded! This Taught Me How to Treat Customers in Distress

19 Oct 2024

Contributed by Lukas

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 h...

Discover The Secret of How to Gain Actionable Customer Insights

12 Oct 2024

Contributed by Lukas

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 enlig...

Great Tips on How to Run a Successful Workshop and Motivate Your Audience

05 Oct 2024

Contributed by Lukas

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...

Managing Rising Customer Expectations With Limited Resources

28 Sep 2024

Contributed by Lukas

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 see...

Personalization with Graham Hill

21 Sep 2024

Contributed by Lukas

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 ...

Why People Make So Many Crazy Excuses and What This Means for You

14 Sep 2024

Contributed by Lukas

Fair Warning: this episode regarding excuses was prompted by recent experiences with tradespeople during Colin’s kitchen renovation. No one likes ex...

Is Marketing Ethical? A Deep Dive into Scarcity Tactics and Ethics

07 Sep 2024

Contributed by Lukas

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...

Is Empathy Over-Hyped? What is Its Role? Why Bother?

31 Aug 2024

Contributed by Lukas

In this episode, we dive deep into the concept of empathy and its significance in Customer Experience Management. We challenge common perceptions of e...

Rules To Help You Decide When To Fire Your Customers To Increase Profit

24 Aug 2024

Contributed by Lukas

In this episode, we challenge the conventional wisdom of customer-centricity and discuss why firing a customer is sometimes necessary. While it may se...

How Do We Marry AI And The Human Interaction To Create A Great Experience?

17 Aug 2024

Contributed by Lukas

In this episode, we explore the role of AI in customer experiences and whether it will replace human interaction. Ali Cudby, CEO of Alignment Growth S...

Friction in Customer Experience is Not Always a Bad Thing; Here's Why

10 Aug 2024

Contributed by Lukas

Friction occurs when a customer has to work or think hard during an experience. Many times, friction is accidental or the result of organizational apa...

Why Trades People Have Such A Poor Reputation And What To Do About It

03 Aug 2024

Contributed by Lukas

Colin has a bone to pick. No, it's not with cable providers this time. It's with the tradespeople involved in his latest home reno project. They are l...

Unleash the Amazing Power of Mental Models to Decode Customer Behavior | Master Class Part 8: Unlocking the Psychology of Customer Experience

27 Jul 2024

Contributed by Lukas

Did you ever have an imaginary friend? If so, you already have a leg up on this week’s episode. Chances are you created a mental model of your imagi...

How to Boost Productivity and Morale by Eliminating Workplace Friction

20 Jul 2024

Contributed by Lukas

You know that friction in a Customer Experience is a problem that needs fixing. However, do you have that same perception of workplace friction? If yo...

How to Understand Your Customers Hidden Motivations to Gain ROI Sub Title: Master Class Part 7: Unlocking the Psychology of Customer Experience

13 Jul 2024

Contributed by Lukas

Customers can tell you why they do something, But they might be wrong.    It's not that customers are stupid. No, it is quite the contrary. Customer...

As a Boardroom Veteran, Here Are My Secrets of Gaining C-Suite Support

06 Jul 2024

Contributed by Lukas

Sanjay Patel faces a challenge many of us can relate to: how to get senior executives to buy into your program.    Dealing with senior management ca...

How We Weigh Risk In Buying Decisions, The Answer Is Counter-Intuitive. Master Class Part 6: Unlocking the Psychology of Customer Experience

29 Jun 2024

Contributed by Lukas

This episode is the sixth in an eight-part series on Unlocking the Psychology of Customer Experience. Here, we explore the psychology we have regardin...

The Surprising Truth About Economic Decision-Making: Why Your Logic Might be Flawed. Masterclass Part 5: Unlocking the Psychology of Customer Experience

22 Jun 2024

Contributed by Lukas

Regarding Customer Experiences and the behavioral sciences, there is seldom only one thing happening at a time. There are usually a lot of things happ...

Is Surge Pricing a Game-Changer or Deal-Breaker for Customers?

15 Jun 2024

Contributed by Lukas

Surge pricing, a form of dynamic pricing, involves raising prices during spikes in demand to balance supply and demand. It is a rational economic solu...

Your Mood Has a Massive Effect on Your Decision Making. Here’s why.

08 Jun 2024

Contributed by Lukas

Various motivational biases and emotions shape customer experiences, emphasizing the need for a holistic approach to designing experiences. For exampl...

The AI Race Is On! Get Ahead By Avoiding These Surprisingly Simple Mistakes

01 Jun 2024

Contributed by Lukas

This has been created in partnership with NICE. AI is a significant development in experience management, but many organizations need help with its i...

Proven Strategies to Harness Social Influence for Increased Customer Sales

25 May 2024

Contributed by Lukas

A Master Class Part 3: Unlocking the Psychology of Customer Experience In the third episode of our Master Class series on the Psychology of Customer E...

Big Mistake: Making AI Your Autopilot Rather Than Your Co-Pilot in Your CX

18 May 2024

Contributed by Lukas

Quality assurance is crucial in Customer Experience Management, and assessing call center operations provides valuable insights into an organization's...

How Memories Build Lasting Customer Relationships

11 May 2024

Contributed by Lukas

A Master Class Part 2: Unlocking the Psychology of Customer Experience In this episode, we continue exploring the psychology behind Customer Experienc...

Why Customers Make Instant Decisions And How To Effect it

04 May 2024

Contributed by Lukas

A Master Class: Unlocking The Psychology of  Customer Experience With this episode, we begin an eight-part series exploring customer behavior and the...

How to Use Psychology to Build Customer Loyalty That Creates ROI

27 Apr 2024

Contributed by Lukas

In this episode, Colin and Ryan tackle a listener's question about the psychology of customer loyalty, delving into its emotional and relational aspec...

How to Craft Compelling Stories to Unlocking True Customer Engagement

20 Apr 2024

Contributed by Lukas

“Did I tell you about the time I …”   These seven words are one of many ways we signal one of our favorite things is coming next: a story. We c...

Privacy vs. Personalization: Striking the Right Balance to Drive Success

13 Apr 2024

Contributed by Lukas

Personalization is an excellent tactic for your marketing efforts. However, only some people like this personalization; some feel they're being watche...

Do You Really Understand Your Customer's Hidden Motivation? Here's How to Do This...

06 Apr 2024

Contributed by Lukas

Customer emotions heavily influence experiences and motivate actions, yet these motivations are often hidden, even from the customers. Organizations m...

Is Ghosting Killing Your Sales? Here's How To Overcome It

30 Mar 2024

Contributed by Lukas

Colin has been ghosted. He was surprised, considering he is married and has been for decades.    However, his ghosting experience didn’t come from...

Revealed! The Silver Bullet of How to Improve Your Customer Experience

23 Mar 2024

Contributed by Lukas

"What's the one thing we need for a stellar Customer Experience?"    If we had a dollar for every time clients asked us this, we’d, well, have qui...

Master the Art of Staying Cool: 5 Rules to Handle Customer Crises

16 Mar 2024

Contributed by Lukas

You will have a customer crisis. We apologize for being so direct, but the fact is customer crises are inevitable.  When it does happen, will you be ...

Overcoming Gridlock in Decision Making: Unraveling the Paradox of False Consensus

09 Mar 2024

Contributed by Lukas

Have you ever come across the Abilene Paradox? It's when everyone agrees to do something that no one really wants to do.    Jerry B. Harvey coined ...

How to Measure the Hidden Impact on ROI of Evoking Customer Emotions

02 Mar 2024

Contributed by Lukas

A hidden impact exists regarding your experience management return on investment (ROI). It is often overlooked because it lurks between a specific mom...

Psychology of Buying: Why 'Mental Accounting' is Critical to the Decision to Buy

24 Feb 2024

Contributed by Lukas

Have you ever noticed that spending cash is harder than using a credit card? You are not imagining things. Different payment methods carry varying deg...

The Ethical Roadmap: 5 Rules for Business Ethics from Academia

17 Feb 2024

Contributed by Lukas

Exploring ethics is challenging. Given its abstract nature, it is a tough subject for learning and discussion.    That said, we never falter in the ...

How to Connect With Your Customers on an Emotional Level and Drive Brand Loyalty

10 Feb 2024

Contributed by Lukas

Practicality is essential. Great ideas you can’t do anything with in the real world are a waste of time.    Bob Black, one of our avid podcast lis...

How Your Language Dramatically Shapes People's Opinions of You, for Better or Worse!

03 Feb 2024

Contributed by Lukas

Have you ever heard the following?   Then, Bob’s your uncle. It’s the difference between chalk and cheese. On your bike, then.   If you haven’...

Unlocking Customer Insights: Mastering the Art of Effective Customer Research

27 Jan 2024

Contributed by Lukas

This has been created in partnership with YouGov. Our listeners will enjoy $ 500 off their first survey from YouGov. Click here.   Customer research ...

What Sport Teaches Us About How to Improve Your Customers’ Experience

20 Jan 2024

Contributed by Lukas

We want to hear from you. Simply record a video with your thoughts, ideas, reactions, lists, or whatever else you have to offer, and we might discuss ...

How To Find The Right Balance Between Fraud And The Customers Experience

13 Jan 2024

Contributed by Lukas

Per Statista, the amount of e-commerce losses to online payment fraud in 2022 since 2020 is $41 billion. If you think that is bad, get this: it’s s...

7 Rules Guaranteed To Change Your Customer's Habits To Gain ROI

06 Jan 2024

Contributed by Lukas

Picture this: Your customers, like individuals, operate on habitual inclinations. So, if they habitually favor a competitor’s product or service, ho...

6 Incredibly Important Learnings from 2023 Critical to Apply in 2024

30 Dec 2023

Contributed by Lukas

It’s the most wonderful time of the year, and time for one of our favorite traditions: looking back on what we learned.  Each of us has three thing...

How Unleashing AI to Transform CX Can Be for The Better or Worse!

23 Dec 2023

Contributed by Lukas

This year has undeniably been dominated by the rise of AI, bringing both positive and negative outcomes. We host Alex Mead, Global Customer Service Ex...

The Future of Customer Research Teams: Innovating for Success in 2024 and Beyond

16 Dec 2023

Contributed by Lukas

The Future of Customer Research Teams: Innovating for Success in 2024 and Beyond   AI's enthralling me these days, and it seems the world's caught in...

One of The Biggest Mistakes Made Today Is Confusing Inertia With Loyalty

09 Dec 2023

Contributed by Lukas

During a recent discussion with a valued client, I uncovered an interesting revelation. While they were delighted with their repeat business, which th...

Unleashing the Power of AI vs. Human Touch: Which Delivers a Superior Customer Experience?

02 Dec 2023

Contributed by Lukas

Unleashing the Power of AI vs. Human Touch: Which Delivers a Superior Customer Experience?   I often say, "None of us are as clever as all of us." Ho...

How do I get the whole organization to truly embrace the customer?

25 Nov 2023

Contributed by Lukas

My client is disappointed with their results. Their experience improvement efforts have been successful, but not as wildly successful as they had hope...

How 'Regret' is The Most Powerful Tool in a Marketers Armory

18 Nov 2023

Contributed by Lukas

Regret is a powerful emotion. One might not think it has a place in a marketer’s messaging toolbox. However, you might be surprised to learn that in...

Crucial success factor: 8 ways to get others to sell your product for you

11 Nov 2023

Contributed by Lukas

It’s pickle time again here on the podcast. This time John has a pickle with his new business. He wants to know some ways that he can get other peop...

Discover the 14 game-changing opportunities and risks awaiting you in 2024

04 Nov 2023

Contributed by Lukas

Colin sometimes struggles with a glass-half-empty disposition. He blames it on being born British. He felt it keenly when gathering the following 14 s...

A surprising truth! Customers really don't want choice and what to do about it

28 Oct 2023

Contributed by Lukas

When a Stanford professor brings snacks to class, it’s fun. But you can bet it’s also an experiment, and he’s probably testing how people make c...