Customer Experience Podcast

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 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.”

🏆 The Big Customer Experience Lessons from 400 Episodes:

🔹 1. CX is Still a Work in Progress (And That’s a Problem)

🔹 2. Memory Matters More Than You Think

🔹 3. Behavioral Science is the Secret Sauce (That Many Ignore)

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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