by podcast | Feb 5, 2018 | The Intuitive Customer Podcast - CX Podcasts
Colin Shaw and Professor Ryan Hamilton discuss the recent $185 million fine placed on Wells Fargo by the Consumer Financial Protection Bureau, the largest such penalty the agency has issued. What should Wells Fargo do now? How will this impact the viability of the...
by podcast | Feb 3, 2018 | The Intuitive Customer Podcast - CX Podcasts
Colin Shaw and Professor Ryan Hamilton discuss the ‘Peak end rule‘ and its effect on Customer Experience. The peak end rule is a psychological heuristic in which people judge an experience largely based on how they felt at its peak (i.e. its most intense point) and at...
by podcast | Jan 27, 2018 | The Intuitive Customer Podcast - CX Podcasts
Colin Shaw and Professor Ryan Hamilton examine the question: Why do customers change their minds? What makes a customer change their minds when they have been so certain the day before? Critically what can we do about it? Ryan discusses research by psychologists that...
by podcast | Jan 20, 2018 | The Intuitive Customer Podcast - CX Podcasts
Colin Shaw and Professor Ryan Hamilton discuss how customers make intuitive and rational decisions. We learn that sometimes these can be in conflict with each other. It is important that you understand which system your customers are using. Brought to you by...
by podcast | Jan 13, 2018 | The Intuitive Customer Podcast - CX Podcasts
Colin Shaw and Professor Ryan Hamilton discuss how customers evaluate your organization. They do so buy looking at the interactions they have, but this is also affected by the ‘Halo’ that you project. What does this mean for your organization? How can you...
