by podcast | Feb 17, 2018 | The Intuitive Customer Podcast - CX Podcasts
Colin Shaw and Professor Ryan Hamilton discuss why Customers need ‘Reference Points’. This is part one of a fundamental behavioral economics theory called Prospect Theory ? It looks at how human decision making is effected by a reference point that a...
by podcast | Feb 10, 2018 | The Intuitive Customer Podcast - CX Podcasts
Colin Shaw and Professor Ryan Hamilton discuss why customers often focus on seemingly unimportant things and how these thing can in fact be the most important. Classic research from the University of Chicago shows that customers tend to focus on product details or...
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...
