colin shaw inside information business podcastsTake your Customer Experience to the next level by listening to these business podcasts. The Intuitive Customer podcast, is one of the top Customer Experience podcasts available today and has received a number of great endorsements. Hosted by Colin Shaw, who is recognized as one of the world’s leading experts on Customer Experience and Professor Ryan Hamilton, who teaches Consumer psychology at Emory University this is a great Marketing podcast.

In an easy to understand Customer service podcast that is engaging and sometimes humorous, Colin and Ryan break down why customer behave in the way they do and what you need to do improve. Colin and Ryan break this into bite size chunks. We look at how you can improve your Customer experience and we show that this needs to be achieved in 4 ways. By understanding the rational experience: This is what Customer’s do, the actions I take. For example clicking on a buy button on the website. Ordering a service over the phone etc. We then examine a part of the Customer experience that is often overlooked, the emotional experience. We look at how customers feel and discuss what emotions drive most value during an experience. Next in our business podcasts we examine the Subconscious experience. This is all the hidden messages which a customer receives from an organization, subconsciously, without being aware of them. For example, a bank puts pens on chains, which says they don’t trust you. Finally we have the psychological experience. This embraces the new area of Behavioral economics. This is where we can truly understand why customers behave in the manner they do and how we can use behavioral economics to improve your customer experience.

This Customer podcast looks at why Customers behave in the way they do? Why are Customers are irrational? In an engaging and insightful podcast ‘The Intuitive Customer’ you will learn how to embrace the new science of behavioural economics and take your Customer Experience to the next level.


Stay Ahead of Your Competition with New Advances in CX Marketing

by podcast on January 20, 2019

Stay Ahead of Your Competition with New Advances in CX Marketing 

This podcast discusses the five areas you can address that will change the results you get with your Customer Experience. With a focus on these five key actions, you will not only improve your Customer Experience, but you can also get a jump on the competition in the new year.

 

5 CX Concepts to Keep You Ahead of the Competition 

  1. Focus on the ROI of CX improvement.

 

Having a record of your return on investment (ROI) for Customer Experience programs is vital. An increase in sales is excellent. But not all ROI is sales-based. You can have an increase in your NPS (Net Promoter Score, which indicates your customers will recommend you to family and friends). You could also see improved Customer Satisfaction ratings, which are great for building a foundation for loyalty. Another area where ROI is apparent is in the costs you save by providing an improved Customer Experience.

 

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  1. Segment your customers into personas.

 

People are driven to act by different things, which vary based on life stage, demographic, and personal attributes. Grouping or segmenting your customers based on their behavior is an excellent way to segment your customer base. Then, creating personas that represent these groups help your team understand the concept. With the persona’s characteristics to guide them, your team delivers an experience that appeals to each persona at an emotional level, which is the basis for creating customer loyalty.

 

  1. Use Digital Transformation as an enhancement, not a replacement.

 

Digital channels provide a new opportunity for your Customer Experience. However, too many companies approach digital transformation with an aim to cut costs and often cut away programs that are currently working in their experience.

Working toward a digital transformation should only lighten the load on other channels, not replace them.

 

  1. Embrace but manage your use of AI to enhance the experience.

 

Artificial intelligence (AI) is an up and coming enhancement to Customer Experience that can allow you to anticipate your customers wants and needs. Combined with the power of customer personas, you can target customers right when they are considering a buying decision. However, exercise caution wielding this powerful new tool. When used too efficiently, it can damage customer relationships and cross over to the creepy side faster than you think.

  

  1. Measure customer emotions, but in real time with facial recognition.

 

The success of any Customer Experience program rests on how the experience makes the customer feel. Facial recognition technology provides insight into how customers feel at the moment of the experience. New applications of it in Customer Experience can provide data that was previously unavailable at a large scale about how your moments in the experience make a customer feel.

 

To hear more about how to apply these five concepts to your Customer Experience, listen to the episode.

 

The Intuitive Customer podcasts are designed to explain the psychological concepts behind customer behavior.

 

If you would like to find out from one of our CX consultants how you can implement the concepts we discussed in your organization’s marketing to improve customer loyalty and retention, contact us at www.beyondphilosophy.com.

 

To subscribe to The Intuitive Customer and never miss a podcast.

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podcastStay Ahead of Your Competition with New Advances in CX Marketing

Stay Ahead of Your Competition with New Advances in CX Marketing

by podcast on January 20, 2019

Stay Ahead of Your Competition with New Advances in CX Marketing 

This podcast discusses the five areas you can address that will change the results you get with your Customer Experience. With a focus on these five key actions, you will not only improve your Customer Experience, but you can also get a jump on the competition in the new year.

 

5 CX Concepts to Keep You Ahead of the Competition 

  1. Focus on the ROI of CX improvement.

 

Having a record of your return on investment (ROI) for Customer Experience programs is vital. An increase in sales is excellent. But not all ROI is sales-based. You can have an increase in your NPS (Net Promoter Score, which indicates your customers will recommend you to family and friends). You could also see improved Customer Satisfaction ratings, which are great for building a foundation for loyalty. Another area where ROI is apparent is in the costs you save by providing an improved Customer Experience.

 

<!–more→

 

  1. Segment your customers into personas.

 

People are driven to act by different things, which vary based on life stage, demographic, and personal attributes. Grouping or segmenting your customers based on their behavior is an excellent way to segment your customer base. Then, creating personas that represent these groups help your team understand the concept. With the persona’s characteristics to guide them, your team delivers an experience that appeals to each persona at an emotional level, which is the basis for creating customer loyalty.

 

  1. Use Digital Transformation as an enhancement, not a replacement.

 

Digital channels provide a new opportunity for your Customer Experience. However, too many companies approach digital transformation with an aim to cut costs and often cut away programs that are currently working in their experience.

Working toward a digital transformation should only lighten the load on other channels, not replace them.

 

  1. Embrace but manage your use of AI to enhance the experience.

 

Artificial intelligence (AI) is an up and coming enhancement to Customer Experience that can allow you to anticipate your customers wants and needs. Combined with the power of customer personas, you can target customers right when they are considering a buying decision. However, exercise caution wielding this powerful new tool. When used too efficiently, it can damage customer relationships and cross over to the creepy side faster than you think.

  

  1. Measure customer emotions, but in real time with facial recognition.

 

The success of any Customer Experience program rests on how the experience makes the customer feel. Facial recognition technology provides insight into how customers feel at the moment of the experience. New applications of it in Customer Experience can provide data that was previously unavailable at a large scale about how your moments in the experience make a customer feel.

 

To hear more about how to apply these five concepts to your Customer Experience, listen to the episode.

 

The Intuitive Customer podcasts are designed to explain the psychological concepts behind customer behavior.

 

If you would like to find out from one of our CX consultants how you can implement the concepts we discussed in your organization’s marketing to improve customer loyalty and retention, contact us at www.beyondphilosophy.com.

 

To subscribe to The Intuitive Customer and never miss a podcast.

Check out this episode!

Read More...
podcastStay Ahead of Your Competition with New Advances in CX Marketing

Are You A Risk Taker?

by podcast on January 15, 2019

Are You a Risk Taker? 

We all have varying levels of risk tolerance. When we shy away from risk, we call that risk-aversion. This episode of The Intuitive Customer discusses the concept of risk aversion and how it affects customers’ behavior in your Customer Experience.

People like sure bets better that come with less significant gains over risky ventures, even when the risky venture proposes a substantial benefit. We hate losing things. Losing things makes us much more upset than gaining things makes us happy.

So, if we are risk-averse by nature then we must always be risk-averse, right? Not so fast. Human behavior is rarely predictable, and our behavior regarding risk is no different. There are exceptions and variables that can change our risk preferences. We discussed the four influences on our tolerance for risk in this episode.

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podcastAre You A Risk Taker?

4 Easy Ways To Get Started Using Behavioral Economics

by podcast on January 6, 2019

There is an abundance of theory in behavioral economics which can seem overwhelming. How can Marketing and Customer experience teams start using it today. In this podcast we give you an overview of the big ideas. To do this, Ryan has developed a framework of the four key principles – a summary of the four principles of human behavior. Ryan calls this the 4R’s.

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podcast4 Easy Ways To Get Started Using Behavioral Economics

Why is Academic Research So Impenetrable?

by podcast on December 22, 2018

There is a great deal of information in academia that can help your business, but how do you access it? How do you read it? How can you apply this to your customer experience? Colin will reveal how you can benchmark your performance against other companies to determine how you are doing in the new world of behavioral economics  and customer experience. Just complete a short questionnaire and we will then send you a free personalized report!


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podcastWhy is Academic Research So Impenetrable?