Customer Experience Podcast

The Intuitive Customer

Home 5 Category: The Intuitive Customer Podcast - CX Podcasts
The Intuitive Customer Podcast – CX Podcasts
Home 5 Category: The Intuitive Customer Podcast - CX Podcasts

How to Evoke Emotions That Make Customers Come Back for More

Episode Summary:

Are you evoking the right emotions in your customers, or are you unknowingly driving them away? In this episode, Colin Shaw and Professor Ryan Hamilton dive deep into the fascinating (and often overlooked) world of customer emotions. Emotions are at the heart of every customer experience—from frustration and neglect to trust and happiness, and they’re driving your bottom line.

Colin shares a story about his wife Lorraine’s coat-return drama and unpacks the emotional disaster it caused (hint: she’s not buying from that brand again). Meanwhile, Ryan explains why emotions are “squishy,” why there’s no universal list of emotions, and how organizations can still harness this powerful driver to build loyalty, advocacy, and revenue.

You’ll learn why emotions are always in play, how to identify the ones that drive value, and how to stop evoking the ones that destroy it. Colin and Ryan share practical tips, real-life examples, and the secret to aligning your team around the emotions that matter most.

This episode is a must-listen for anyone serious about improving their customer experience—and their bottom line.

read more…

Let’s talk…

…about how we can help you with your goals. Schedule a no-cost, no obligation consultation with us today.

Contact us now