HeyJaredThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
We believe you should laugh and learn! 'The Intuitive Customer' podcast achieves this. Hosted by Colin Shaw, recognized as one of the top 150 business influencers by LinkedIn, where he has over 283,000 followers, and Prof.
- Indexed episodes, last 90 days
- 6
- Latest publication
- Sep 12, 2026
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- Earliest in this view
- Jul 4, 2026
Latest episodes
Are You Making One Of The Most Expensive Mistakes In Customer Experience? (opens the original)
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Colin Shaw and Professor Ryan Hamilton tackle the two processes that decide everything in customer experience: how memories get in, and how they get out. If you haven't heard Parts 1 and 2, start there — Colin and Ryan build on the "memories are structured like fishing nets" idea throughout. Here's the uncomfortable truth at the center of this episode: a customer's memory of your experience isn't a recording you can trust. It's reconstructed, emotional, and easy to distort — and most organizatio
The Hidden Tax That's Quietly Costing Your Business a Fortune (opens the original)
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Silos are the silent killer of customer experience — but for years we've only argued that from one side of the coin: the customer's. This episode flips it over. Colin and Ryan are joined by Dan O'Connell, CEO of Front, to look at silos from the side that actually moves a boardroom — the cost. Front's new research, the Coordination Tax, surveyed B2B customer service, operations, and account management leaders and uncovered a startling baseline: the typical company spends nearly three hours coordi
Your AI Is Engineering The Perfect Forgettable Experience; Was That The Plan? (opens the original)
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In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton continue their deep dive into memory — arguably the most underused idea in customer experience. Because here's the uncomfortable truth: customers don't act on the experience you give them. They act on the memory of it. Ryan introduces a brilliant analogy: memory works like a fishing net. Pull up one memory and you drag a whole network of related memories with it. Colin and Ryan then walk through the major types of
Why Memory Matters More Than Your Customer Experience - Part 1 (opens the original)
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Nobel laureate Professor Daniel Kahneman said we don't choose between experiences; we choose between the memory of an experience. If that's true — and the science says it is — then most organizations are investing in the wrong thing. In this episode, Colin and Ryan explore how memories are actually formed, the difference between short-term (working) and long-term memory, and why your brand is really just a memory structure in the minds of your customers. They dig into how heuristics and biases s
Five Rules for Building Customer Trust — And Why Most Companies Break All of Them (opens the original)
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Episode Summary Trust is the foundation of every customer relationship. But here's the uncomfortable truth: most businesses assume they have it when they don't. PwC's latest research found that 90% of executives believe their customers trust them highly — yet only 30% of customers actually do. That's a 60-point gap. And it's growing. In this episode, Colin Shaw and Professor Ryan Hamilton from Emory University break down the five rules that are guaranteed to build genuine, lasting trust with you
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