Customer Experience Podcast

Are we thinking less in the age of information overload? In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton discuss the hidden dangers of short-term thinking in customer experience. Businesses are obsessed with quick fixes, but is this addiction to fast results actually damaging long-term success?

Join us as we explore why short-form content gives the illusion of learning, why deep understanding requires more than a 30-second soundbite, and how behavioral science can transform your customer experience for the long haul.

From the pitfalls of Net Promoter Score (NPS) to the psychological magic of the Peak-End Rule, this episode is packed with insights that will change how you approach CX. Plus, hear why Colin thinks AI could be the modern-day version of Google Maps—and why that’s not necessarily a good thing!

Quote of the Episode

“Shortcuts create a false sense of progress. Just because something looks easy doesn’t mean it actually works.”

Key Takeaways:

🔹 Short-form content is tricking us into thinking we’re learning – but real understanding takes time, effort, and curiosity.

🔹 Net Promoter Score (NPS) isn’t the holy grail – It’s useful, but without deeper analysis, it’s just another vanity metric.

🔹 The Peak-End Rule explains why customers remember emotions, not experiences – Learn how to optimize key moments in your CX journey.

🔹 AI is a powerful tool, but it’s not a substitute for real thinking – Automation is helpful, but businesses that over-rely on it risk becoming robotic and disconnected.

🔹 Long-term relationships matter more than quick wins – Sustainable customer loyalty is built through trust, emotional connection, and meaningful engagement.

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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