최고 Customer Growth 팟캐스트 (2025)

1
🎉 400th Episode Of The Intuitive Customer Podcast! - These Are Our Biggest CX Lessons 33:06

4d ago33:06

33:06

Eight years, 750,000 downloads, and 400 episodes later, The Intuitive Customer is celebrating this major milestone! In this episode, Colin Shaw and Professor Ryan Hamilton reflect on what has changed in customer experience over the years and share their biggest learnings. 📊 The Reality of Podcasting: Podcasting is booming, with 546 million listener…

1
How Your Customers Judge You Before You Even Open Your Mouth 29:53

18d ago29:53

29:53

First impressions aren’t just important—they’re everything. Research shows that customers, clients, and even your colleagues are forming opinions about you, your brand, and your business in mere seconds—often before you even get a chance to introduce yourself! In this episode, Colin Shaw and Professor Ryan Hamilton dive deep into the psychology of …

1
10 Proven Ways Guaranteed To Build Trust In Your Customers! 29:10

1M ago29:10

29:10

Trust: it’s the glue that holds relationships together—both personal and professional. Yet, so many businesses get it wrong. In this special milestone episode (yes, 400 episodes!), Colin Shaw and Professor Ryan Hamilton break down why trust is the foundation of every great customer experience and, more importantly, how you can earn it, keep it, and…

1
Why Short-Form Content & Thinking is Destroying Your Customer Experience And Your Career. 30:49

2M ago30:49

30:49

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 hidden dangers of short-term thinking in customer experience. Businesses are obsessed with quick fixes, but is this addiction to fast results actually damaging long-term success? Join us as we explor…

1
Tiny Tweaks That Can Have a BIG Effect (And Why They Sometimes Don’t) 29:39

2M ago29:39

29:39

🔹 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 the “best” deal? That’s not luck—it’s behavioral science in action. In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton reveal the power of nudging—tiny tweaks that subtly influ…

1
Ep. 244: Eric Almquist | The Value Experience: Why Adding Elements of Value Adds Company Value 13:12

2M ago13:12

13:12

Episode 244: What defines a differentiated customer experience? It starts with a clear framework for measuring intangible value and making calculated trade-offs. In this special tribute show, we revisit our 2016 conversation with Eric Almquist, a former partner at Bain & Company, on the Elements of Value. This framework transforms how businesses un…

1
The Psychology Of Discounts: Are You Inadvertently Training Your Customers? 29:18

2M ago29:18

29:18

Discounting—it feels like a surefire way to attract customers, right? Everyone loves a good bargain. But what happens when discounts stop being a tool and start becoming an expectation? In this episode, Colin Shaw and Professor Ryan Hamilton dive into the dangerous addiction of price discounting—how it lures in customers, why businesses struggle to…

1
7 Ways To Break Organizational Silos; The Silent Killer Of Customer Experience 29:53

2M ago29:53

29:53

🚀 Are your departments working together or just co-existing in polite chaos? Organizational silos are the silent killer of customer experience. Sales, Marketing, Customer Service, IT, Finance, HR—they all have their own priorities, their own goals, and their own version of success. But do those priorities align? More often than not, they don’t, and…

1
Psychological Pricing: 7 Practical Tips You Can Use Today to Boost Sales 37:03

2M ago37:03

37:03

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. But what if you could tap into psychological principles to not just set prices, but make your customers feel they’re getting a great deal? That’s what this episode of The Intuitive Customer is all about.…

1
How to Evoke Emotions That Make Customers Come Back for More 35:03

3M ago35:03

35:03

Episode Summary: Are you evoking the right emotions in your customers, or are you unknowingly driving them away? In this episode, Colin Shaw and Professor Ryan Hamilton dive deep into the fascinating (and often overlooked) world of customer emotions. Emotions are at the heart of every customer experience—from frustration and neglect to trust and ha…

1
Ep. 243: Cutler Andrews | When an 8% Donor Base Funds a University: Unlocking Hidden Alumni Engagement Opportunities 35:17

3M ago35:17

35:17

Episode 243: At Emory University, 99% of donations come from just 8% of donors. It’s a small alumni minority funding almost the majority of the university. This raises a big question: How do you cultivate loyalty among everyone else? In this episode, Emory’s Chief Experience Officer, Cutler Andrews, describes how they’re dismantling silos—by mergin…

1
Silence Is Killing Your Business: The Innovation Cost of Quiet Teams 35:31

3M ago35:31

35:31

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 episode, Colin Shaw and Professor Ryan Hamilton are joined by Gary Keogh, an expert in psychological safety and a former corporate leader turned coach. Together, they dive into why fostering openness in te…

1
10 Career Lessons You Need to Thrive in 2025 32:42

3M ago32:42

32:42

Episode Summary How do you set yourself apart in an ever-evolving professional landscape? In this episode of The Intuitive Customer, Colin Shaw and Ryan Hamilton dive deep into the career lessons they’ve learned over decades of navigating the twists and turns of professional life. This isn’t just another list of career tips—it's a roadmap for thriv…

1
Breaking the Routine: How to Help Customers Form New Habits 27:06

3M ago27:06

27:06

Episode Summary In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton delve into the fascinating world of customer habits. Colin shares his recent experiences shopping at Publix, Aldi, and Whole Foods, uncovering how deeply ingrained habits shape our decisions as customers. The discussion explores the psychology behind h…

1
Ep. 242: Kunal Madhok | The Black Box Fallacy: Why Wells Fargo Doesn't Trust an AI It Can't Explain 37:00

3M ago37:00

37:00

Episode 242: Wells Fargo has established a clear position on artificial intelligence: If you can't explain how an AI model works, you shouldn't deploy it. This stance challenges the common assumption that black box algorithms are acceptable costs of advanced AI capabilities. In this episode, Kunal Madhok, Head of Data, Analytics, and AI for Wells F…

1
Tariffs, Technology, and Trends: What 2025 Means For You and Your Customers 31:57

4M ago31:57

31:57

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 decisions and business strategi…

1
5 Ways You Can Tell When You Are Being Ripped Off! ...And What To Do About It! 26:08

4M ago26:08

26:08

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. Drawing on Colin’s personal experi…

1
Discover the key insight from 2024 and a plan for how to progress in 2025! 22:22

4M ago22:22

22:22

Episode Summary: In this special end-of-year episode, Colin Shaw and Professor Ryan Hamilton reflect on 2024, sharing personal and professional lessons learned throughout the year. The conversation dives into themes of resilience in both life and customer experience, the vital role of community, the need for balance, and the hype surrounding AI. Ke…

1
Here is How to Get Your Organization to Be More Customer-Centric 33:08

4M ago33:08

33:08

We are frustrated. Despite years of effort across industries, customer satisfaction has only seen marginal improvement since the 1990s. By marginal improvement, we mean it went up four points. That’s right, four. This stagnation suggests a need for deeper cultural and operational changes to prioritize customer experiences truly. Our discussion in t…

1
Ep. 241: Abhii Parakh & Mike Estep | Flawless Over Flashy: Prudential's Unconventional Path to Customer Experience Leadership 38:49

4M ago38:49

38:49

Episode 241: When is mastering the basics a differentiator? In an industry where complexity is the norm, Prudential Group Insurance has made a counterintuitive strategic choice. While many companies chase innovation through digital transformation and enhanced features, Prudential has discovered that operational excellence—the "absence of noise"—can…

1
How to Avoid Conflict Between Your Customer Segments to Gain Growth 41:00

5M ago41:00

41:00

Growth is essential for businesses. However, new customers with varying needs, preferences, and identities often accompany growth. Worse, these new customers can annoy or alienate your current customers. So, how do you grow without making your current business blow? Today, we explore the central challenge of growth: expanding your customer base wit…

1
When Is The Right Time To Implement A Customer Loyalty Scheme? 35:55

5M ago35:55

35:55

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. The first question, then, is easy. Now. These things work. They don't create real loyalty, but they get people to keep buying from you, giving you more chances to earn loyalty. It's the second question…

1
Why Do Customers Tell Me One Thing But Give Me Feedback That Is Different? 25:48

5M ago25:48

25:48

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 condition that causes it. We ex…

1
Why Government Regulation of Some Aspects of a Customer’s Experience is a Good Thing 28:08

5M ago28:08

28:08

Let's talk about government and Customer Experience. It might surprise you that government and Customer Experience have a tighter relationship than you think. Many organizations, particularly in the private sector, recognize the importance of providing great experiences to keep customers satisfied and loyal. But should governments do the same for t…

1
Are We Reaching a Turning Point in the AI Hype Cycle? 26:50

6M ago26:50

26:50

Taking unproven routes can lead to exciting new possibilities. However, it could also lead to potential failure. That's what makes life interesting, isn't it? Optimistic thinking has led to groundbreaking achievements, like the moon landing in the 1960s. However, it's important to strike a balance between hope and realism. In today's episode, we ex…

1
How Acting on Case Studies Can Irrevocably Damage Your Career 27:36

6M ago27:36

27:36

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 volumes. Even more remarkable, this growth occurred during a global shipping decline. But can other companies replicate Maersk’s success? Or are case studies like this more cautionary tales than roadm…

1
The Three Most Exciting Pieces of Research That No One Knows About! 34:53

6M ago34:53

34:53

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 overwhelming to keep up with it all. So, we undertook it to help you with this week’s episode. We explore three fascinating studies in the realm of consumer behavior with insights from Dr. Morgan Ward, a …

1
Ep. 240: Caroline Lombardi | The Evolution of the Chief Customer Officer: From Scorekeeper to CEO Successor 24:35

6M ago24:35

24:35

Episode 240: How has the Chief Customer Officer (CCO) role evolved over time? Traditionally focused on tracking metrics, CCOs now play a proactive and forward-facing role in driving business innovation. In this episode, Caroline Lombardi, Global Head of the Hospitality & Leisure Practice at Egon Zehnder, explores the CCO role’s dramatic evolution. …

1
The Powerful Influence Superstition Plays in Customer Decision-Making 26:47

6M ago26:47

26:47

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 front of large crowds. While this errs on the side of too much information, it also foretells the topic of this week’s episode: superstitions and how they influence our decisions as customers and otherwise.…

1
My House Was Recently Flooded! This Taught Me How to Treat Customers in Distress 35:47

6M ago35:47

35:47

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 house—hoping not to encounter the alligators that usually hang out nearby—to watching a team of 12 recovery professionals sweeping through and gutting what remained inside after the water subsided. The exp…

1
Ep. 239: Dan McCarthy | Food for Thought: How External Data Analysis Can Unlock Competitive Insights 29:17

7M ago29:17

29:17

Episode 239: What hidden insights can customer behavior data analysis reveal about how successful one food delivery app may be over another? Discover how analysis of externally sourced customer behavior data can fuel dramatic improvements in revenue forecasts and strategic decisions. See how competitor data analysis can help identify strengths and …

1
Discover The Secret of How to Gain Actionable Customer Insights 34:22

7M ago34:22

34:22

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 enlightening on what you are doing well, or perhaps more importantly, not so well. In this episode, we tackle a common problem many businesses face: how to get more actionable customer feedback. Our guest, Tim…

1
Great Tips on How to Run a Successful Workshop and Motivate Your Audience 34:18

7M ago34:18

34:18

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 all the stuff you won’t learn in a book but is critical to the successful outcome of your program. The first and perhaps most critical step is breaking the ice. By setting a relaxed and open tone, yo…

1
Managing Rising Customer Expectations With Limited Resources 27:45

7M ago27:45

27:45

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 seeks to help her—and you—do exactly that. It’s pretty common to hear problems like this today. Responding to rising expectations is easy when there is no limit to the resources you can throw at it. Doin…

1
Personalization with Graham Hill 39:28

7M ago39:28

39:28

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 leverage its capability in yours. To that end, we invited our special guest, Graham Hill, Ph.D., to explore the rapidly evolving field of Personalization in Customer Experiences. With decades of exper…

1
Why People Make So Many Crazy Excuses and What This Means for You 28:27

8M ago28:27

28:27

Fair Warning: this episode regarding excuses was prompted by recent experiences with tradespeople during Colin’s kitchen renovation. No one likes excuses, least of all your customers. Lately, Colin has been hearing many amazing excuses about why something can or cannot be done in his kitchen project. It got him thinking about excuses and why people…

1
Is Marketing Ethical? A Deep Dive into Scarcity Tactics and Ethics 33:17

8M ago33:17

33:17

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 sparked a deep conversation about the ethics of digital marketing, particularly the use of scarcity to drive sales. We feature insights from Daniel Bisett, partner and CXO at WeRock DM, and Marketing P…

1
Ep. 238: Brian Higgins | Building AI Trust: Verizon’s Bold Bet on Deliberate Progress 42:29

8M ago42:29

42:29

Episode 238: In what appears to be a paradox, Verizon is accelerating its responsible AI journey through a measured, deliberate approach—ensuring its technology is primed to enhance customer experiences when they matter most. Verizon isn’t rushing to put AI in front of customers. Instead, they’re deliberately building trust, refining data quality, …

1
Is Empathy Over-Hyped? What is Its Role? Why Bother? 31:02

8M ago31:02

31:02

In this episode, we dive deep into the concept of empathy and its significance in Customer Experience Management. We challenge common perceptions of empathy, explore its connection to emotional intelligence, and examine how both concepts can enhance your experience management efforts. We begin with a discussion on the importance of Emotional Intell…

1
Rules To Help You Decide When To Fire Your Customers To Increase Profit 31:55

8M ago31:55

31:55

In this episode, we challenge the conventional wisdom of customer-centricity and discuss why firing a customer is sometimes necessary. While it may seem counterintuitive, knowing when to let go of a customer can benefit your business in the long run. We outline five critical rules to help you determine when it's time to part ways with a customer: R…

1
How Do We Marry AI And The Human Interaction To Create A Great Experience? 32:26

9M ago32:26

32:26

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 Strategies, shares insights on leveraging AI to build customer relationships effectively. We discuss practical AI tools that enhance customer experiences and streamline efficiency. There are a couple o…

1
Ep. 237: Murli Buluswar | From Analytics to Outcomes: Creating Data-Driven Insights at Citi 49:29

9M ago49:29

49:29

How does democratizing intelligence enhance productivity and drive smarter decision-making? Murli Buluswar, Citigroup’s Head of Analytics for the US Personal Bank, joins host Rob Markey to explore Citi’s strategies for democratizing intelligence. Murli emphasizes building a conversational intelligence platform that enables proactive and reactive in…

들어볼 가치가 있는 팟캐스트

Customer Growth 팟 캐스트

들어볼 가치가 있는 팟캐스트

빠른 참조 가이드