The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
Episodes
How Should You Set Your Price For Best Results?
19 May 2018
Contributed by Lukas
How should I set the price for my product or service? Colin Shaw and Professor Ryan Hamilton discuss how customers separate money into different menta...
Leading Your Customer To The Right Choice
12 May 2018
Contributed by Lukas
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...
How Do You Keep Up with Customer Expectations?
05 May 2018
Contributed by Lukas
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 ...
How Do Customers Make Complex Decisions?
28 Apr 2018
Contributed by Lukas
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...
The Rubicon Model and How To Use It To Your Advantage
21 Apr 2018
Contributed by Lukas
Once customers move from planning to implementation, they pass across a metaphorical Rubicon. People justify their thinking and it is then difficult t...
Facebook mistakes: What can we learn?
18 Apr 2018
Contributed by Lukas
Facebook is a glimpse into the future for most businesses. Colin Shaw and Professor Ryan Hamilton discuss the recent controversy and the implications....
Why Am I Getting So Many Customer Complaints?
14 Apr 2018
Contributed by Lukas
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 th...
Why Do Customers Ask For Competitive Quotes?
07 Apr 2018
Contributed by Lukas
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 ex...
What Really Is Customer Loyalty?
31 Mar 2018
Contributed by Lukas
Every business wants loyal customers, but what does it really mean? Why do organizations get confused between inertia and customer loyalty? How can yo...
Why Do Customers Fight For What They See To Be Their Rights?
24 Mar 2018
Contributed by Lukas
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...
Why Don’t Organizations Understand Their Customers?
17 Mar 2018
Contributed by Lukas
Too many organizations don't know what customers really want! They blindly undertake research and then wonder why the rest of the organization ignores...
Why Do Customers Expectations Constantly Change?
10 Mar 2018
Contributed by Lukas
Diminishing Sensitivity is part of Prospect Theory. This refers to customer sensitivity to further changes based on where they have started. What are ...
How Do I Convince People Of A New Way Of Thinking?
03 Mar 2018
Contributed by Lukas
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 th...
How Do We Get Our Customers To Talk?
24 Feb 2018
Contributed by Lukas
How do 'social norms' affect the Customer Experience? What does this mean for organizations who sell to minorities or people in other countries?
How do Customers decide if their experience is good or bad?
17 Feb 2018
Contributed by Lukas
Colin Shaw and Professor Ryan Hamilton discuss why Customers need 'Reference Points'. This is part one of a fundamental behavioral economics theory ca...
Why Do Customers Focus on seemingly Unimportant Things?
10 Feb 2018
Contributed by Lukas
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 i...
What Should Wells Fargo Do Now?
06 Feb 2018
Contributed by Lukas
Special Episode - Colin Shaw and Professor Ryan Hamilton discuss the recent $185 million fine placed on Wells Fargo by the Consumer Financial Protect...
How do we create Customer Loyalty?
03 Feb 2018
Contributed by Lukas
Colin Shaw and Professor Ryan Hamilton discuss the ‘Peak end rule‘ and its effect on Customer Experience. The peak end rule is a psychological he...
Why Do Customers Change Their Minds?
27 Jan 2018
Contributed by Lukas
Colin Shaw and Professor Ryan Hamilton examine the question: Why do customers change their minds? What makes a customer change their minds when they h...
How Do Customers Make Decisions Anyway?
20 Jan 2018
Contributed by Lukas
Colin Shaw and Professor Ryan Hamilton discuss how customers make intuitive and rational decisions. We learn that sometimes these can be in conflict w...
How Do Customers Evaluate Your Organization?
13 Jan 2018
Contributed by Lukas
Colin Shaw and Professor Ryan Hamilton discuss how customers evaluate your organization. They do so buy looking at the interactions they have, but thi...
Why Customers Create 'Shortcuts' When Making a Decision
04 Jan 2018
Contributed by Lukas
Colin Shaw and Professor Ryan Hamilton discuss how customers use 'shortcuts' to make decisions. Learn how you can use this to improve your Customer Ex...
Why Are Customers Irrational?
04 Jan 2018
Contributed by Lukas
Colin Shaw and Professor Ryan Hamilton discuss the fact that we all think that we make logical decisions but the reality is we don't. We are irrationa...
Why Do Customers Complain?
04 Jan 2018
Contributed by Lukas
Colin and Ryan discuss why customers complain. What psychology drives this behavior? Most importantly, what can you do about it? The discussion is gro...
The Intuitive Customer Episode Zero
03 Jan 2018
Contributed by Lukas
Episode Zero - Colin Shaw discusses what you can expect from The Intuitive Customer podcast. Colin outlines in very understandable way, how behavioral...