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

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 welcomes guest host Morgan Ward to explore one of…

In this milestone episode, The Intuitive Customer undergoes a transformation. Colin Shaw announces a step back from the regular hosting role, prompting a fresh chapter in the podcast’s evolution. Hos…

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 of Customer Experience. This week, we are explori…

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: Creating a NiCE World. This isn’t just a rebranding mes…

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 human touch? In this episode, we dive into one of t…

How do you grow your revenues without upsetting your existing customers? 

In this episode, Colin Shaw and Professor Ryan Hamilton dive into the new book he has written with Anne Wilson, Senior Lectur…

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 can be more empathic than people. But what do Customers t…

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 company tried to convince us otherwise with their t…

Everyone’s talking about AI like it’s some kind of CX fairy godmother—“Bibbidi-bobbidi-boo! Your NPS just went up 50 points!”

Spoiler alert: it doesn’t work like that.

In this episod…

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…

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 seco…

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 Pro…

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 custome…

🔹 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…

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 episo…

🚀 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—the…

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 princip…

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 fascinatin…

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 jo…

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 the…