Jan 11, 2025
Episode Summary
In this episode of The Intuitive Customer, Colin Shaw and Ryan Hamilton dive into the predictions shaping 2025 and their implications for customer experience. From economic uncertainty and its emotional impacts to the rise of AI in search behavior, they explore how these trends will influence customer...
Jan 4, 2025
Quote of the Episode
"If something feels off, it probably is. Trust your instincts and push for clarity—because informed customers are empowered customers."
Episode Summary
In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton discuss the all-too-common experience of feeling ripped off....
Nov 30, 2024
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 everyone duplicitous, or are customers stricken with experience amnesia as soon as they make it to the car park?
It turns out that it is neither a character flaw nor a medical...
Jul 6, 2024
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 can be nerve-wracking, as I learned twenty years ago when my heart rate spiked during a presentation to the CEO and C-suite. Today, I've mastered strategies for these...
Dec 2, 2023
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."
However, sayings are more useful when they can spur action. So, we
have a proposition for you:
If you have something you want to say about experiences or technology,...