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.

• Podcasting is booming, with 546 million listeners worldwide.

• 47% of the U.S. population (12+) listens to a podcast at least once a month.

• Podcast ad spending is projected to hit $4.02 billion in 2024.

• But here’s the kicker:

• • 50% of podcasts die after three episodes.

  • Only 20% make it past 10 episodes.

  • Most don’t last three years.

💡 We are in the top 2% of all podcasts globally—thanks to you, our listeners!

Key Takeaways

“Customer experience isn’t just about the experience—it’s about the memory of the experience. People don’t remember every detail; they remember the peak and the end. If you’re not designing for memory, you’re missing a massive opportunity.”

Resources Mentioned

MasterClass Series: https://beyondphilosophy.com/why-customers-make-instant-decisions-and-how-to-effect-it/

Memory Mini-Series: https://beyondphilosophy.com/our-behavior-is-motivated-by-what-we-recall-so-how-are-memories-formed-memory-mini-series-1-3/

About the Hosts:

Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 86,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn.

Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World’s Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press Follow Ryan on LinkedIn.

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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 leverage it to drive growth.

From sneaky fees that erode confidence to honesty that wins lifelong loyalty, we’re covering ten essential actions that will guarantee your customers trust you—and keep coming back. Plus, we share some eye-opening research on why people sometimes lie more when they actually like you (yes, really).

If you’re serious about customer experience, this is an episode you can’t afford to miss.

🎧 Listen now to discover:
✅ Why trust isn’t automatic—it has to be earned (and how to do it).
✅ The #1 mistake companies make that destroys trust instantly.
✅ How honesty—especially when things go wrong—can turn a crisis into a customer loyalty win.
✅ The psychology behind why people sometimes lie to be nice (and how this hurts customer relationships).
✅ Why overcommunication is your secret weapon for building long-term trust.

🔹 Best Quote from the Episode:
"Trust is built in drops and lost in buckets. You can do everything right for years, but one moment of dishonesty or poor communication can undo it all."

🚀 Key Takeaways:

• Customers can smell dishonesty a mile away—transparency and consistency are non-negotiable.

• Trust isn’t just about marketing or sales; it’s company-wide, from legal to customer support.

• Want to build customer loyalty? Own up to mistakes—your customers will trust you more, not less.

• The easiest way to build trust? Do what you say you’re going to do.

• People trust companies that communicate often, even when there’s no new update. Silence breeds doubt.

📢 Don’t just read about it—hear it for yourself! Tune in now and learn how to make trust your biggest competitive advantage.

About the Hosts:

Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 86,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn.

Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World’s Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press Follow Ryan on LinkedIn.

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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 explore why short-form content gives the illusion of learning, why deep understanding requires more than a 30-second soundbite, and how behavioral science can transform your customer experience for the long haul.

From the pitfalls of Net Promoter Score (NPS) to the psychological magic of the Peak-End Rule, this episode is packed with insights that will change how you approach CX. Plus, hear why Colin thinks AI could be the modern-day version of Google Maps—and why that’s not necessarily a good thing!

Quote of the Episode

“Shortcuts create a false sense of progress. Just because something looks easy doesn’t mean it actually works.”

🔹 Short-form content is tricking us into thinking we’re learning – but real understanding takes time, effort, and curiosity.

🔹 Net Promoter Score (NPS) isn’t the holy grail – It’s useful, but without deeper analysis, it’s just another vanity metric.

🔹 The Peak-End Rule explains why customers remember emotions, not experiences – Learn how to optimize key moments in your CX journey.

🔹 AI is a powerful tool, but it’s not a substitute for real thinking – Automation is helpful, but businesses that over-rely on it risk becoming robotic and disconnected.

🔹 Long-term relationships matter more than quick wins – Sustainable customer loyalty is built through trust, emotional connection, and meaningful engagement.

About the Hosts:

Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 86,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn.

Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World’s Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press Follow Ryan on LinkedIn.

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🔹 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 influence decisions without forcing them. But here’s the catch: sometimes nudges don’t work at all. So, what separates a genius nudge from a total flop? That’s exactly what we’re unpacking today.

"Nudges feel like magic when they work. But throw the wrong nudge at the wrong audience, and it’s like trying to convince a Diet Coke fan to drink Pepsi—it’s just not happening!" – Professor Ryan Hamilton

✅ Small changes = big impact – A well-placed nudge (like a cleverly designed pricing tier) can significantly influence customer choices.

✅ Choice architecture is everything – The decoy effect, compromise effect, and default bias all play a role in steering decisions without customers realizing it.

✅ Why nudges fail – Not every customer is persuadable. Nudges won't move the needle if someone has a strong preference (like die-hard brand loyalty).

✅ Testing is essential – Don’t just assume a nudge will work. Test different variations in real-world scenarios before rolling them out at scale.

If you’re in customer experience, marketing, or sales, this episode will change how you think about influencing behavior. Learn how to craft nudges that actually work—and avoid the ones that flop.

So, what are you waiting for? Hit play and discover the tiny tweaks that can have a BIG effect!

About the Hosts:

Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 86,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn.

Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World’s Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press Follow Ryan on LinkedIn.

👉 Listen now on Apple Podcasts, Spotify, or your favorite podcast app.

Got a nudge story? Connect with Colin & Ryan on LinkedIn and share your experiences! 🎙️🚀

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 stop, and the long-term damage it can do to your brand and bottom line.

You'll hear painful stories of businesses that have trained their customers never to pay full price, the psychology behind why discounts are so irresistible, and why, if you’re not careful, your company could end up hooked on discounting like a bad habit.

This episode is packed with insights, humor, and practical advice you won’t want to miss!

"We knew we had a problem when one of the executives said, ‘This is like heroin—we can’t stop!’"

✅ Discounting Works—But Be Careful!
Customers love a good deal, and discounts create instant excitement. But if you do it too often, you’re not just offering savings—you’re training customers to expect them.

✅ Reference Points Matter
A “Was $7, Now $5” deal feels like a win, even if $5 was always a fair price. Discounts give customers an anchor price, making them feel like they’re getting a bargain—even if they’re not.

✅ Big Numbers Win
People respond more to “SAVE 30%” than “SAVE $2.” The bigger the number, the better the deal seems.

✅ The Thrill of the Hunt
Shoppers love feeling like they “won” at shopping.

✅ The Danger of Training Customers
If customers know you’ll discount every two weeks, they’ll never pay full price again. Some companies become trapped in perpetual discounting cycles, losing profit just to keep customers coming back.

✅ Compete on Value, Not Just Price
Apple doesn’t run 50% off iPhone sales every Black Friday. Their customers pay full price because they believe in the value. If your business relies on discounts, ask yourself: Would customers still buy from us if we didn’t offer them?

✅ Are You a Discount Addict?
If discounts are your main strategy, it’s time to rethink. Are you making real money, or just moving stock? If the answer makes you nervous, it’s time for a change.

This episode is a must-listen for business leaders, marketers, and CX professionals who want to break free from the discount trap and build a pricing strategy that doesn’t just attract customers—but actually makes money.

About the Hosts:

Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 86,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn.

Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World’s Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press Follow Ryan on LinkedIn.

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🚀 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 the result is a disjointed, frustrating experience for customers (and let’s be honest, for employees too).

If you’ve ever tried to resolve a simple issue with a company only to be bounced between departments like a human pinball, you’ve experienced the dark side of silos firsthand.

In this episode, Colin Shaw and Professor Ryan Hamilton dive deep into how silos are sabotaging your business and—more importantly—how to break them down. Colin also shares a particularly painful real-world example of a never-ending kitchen renovation that perfectly illustrates just how badly siloed teams can fail. (Hint: You’ll never look at a home improvement store the same way again.)

🔹 Common goals mean nothing if they aren’t lived out. Every company says “We put customers first”—but do they actually? If your Finance team makes policies that inconvenience customers, the answer is no.

🔹 Measure what matters. If Sales is rewarded for closing deals, but Implementation is penalized for poor customer satisfaction, you’ve got a problem. Aligning incentives across departments is the only way to drive real customer-centric behavior.

🔹 Cross-functional projects prevent disasters. Ever had a marketing team promise something a product team couldn’t deliver? Or a sales team sell a service that implementation couldn’t support? That’s what happens when silos rule the day.

🔹 Job shadowing changes everything. Want your IT team to build better systems for Customer Service? Have them answer support calls for a day. Want your Finance team to be more customer-friendly? Have them sit in on refund requests.

🔹 Socializing isn’t just for fun—it’s strategic. People who know each other personally collaborate more effectively. The simple act of breaking bread (or sharing a drink) can go a long way toward bridging the gaps between teams.

"I once had an assistant who scheduled my meetings across London without realizing she had me zigzagging across the city like a lost tourist. After one day shadowing me, she never made that mistake again. People don’t realize the pain they cause others until they see it firsthand." – Colin Shaw

About the Hosts:

Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 86,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn.

Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World’s Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press Follow Ryan on LinkedIn.