The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth – Details, episodes & analysis

Personalization is a developing area in Customer Experiences. With AI driving what could be possible, many of you might be wondering how you can best leverage its capability in yours. To that end, we invited our special guest, Graham Hill, Ph.D., to explore the rapidly evolving field of Personalization in Customer Experiences.

With decades of experience in customer relationship management (CRM) and Customer Experience, Hill shares valuable insights into how personalization, particularly with the help of AI, is reshaping customer interactions and driving business results.

Hill explains that personalization operates on a continuum, ranging from broad, branded communications to highly individualized content tailored to a single customer’s needs. 

He also emphasizes balancing mass and personalized communication within a marketing strategy. While mass communication builds general brand awareness, personalized and individualized content can significantly enhance customer engagement and drive sales.

Hill discusses the impressive impact of personalized communications, noting that customized content can be up to nine times more effective and individualized content up to 44 times more effective at eliciting customer responses than generic communications. 

However, he warns against over-personalization, advising businesses to consider their goals and the specific problems personalization can solve before investing heavily in these technologies.

Hill also critiques traditional segmentation methods, advocating for outcome-based segmentation instead. By understanding what customers are trying to achieve and how they measure success, businesses can design more effective personalized communications that resonate with customers at different stages of their journey.

The episode also features a case study from Hill’s work with Toyota Financial Services, where implementing personalized communication in the repurchase management program led to a significant increase in response rates—from 10% to 35%. Hill’s approach underscores the importance of clear goals, continuous improvement, and a customer-centric focus in personalization efforts.

• The balance between mass communication and personalization in marketing strategies.

• The significant impact of personalized and individualized content on customer engagement.

• The importance of outcome-based segmentation for effective personalization.

• The dangers of over-investing in new technologies without clear goals.

• Practical steps for understanding customer needs and enhancing key interactions through personalization.

• The role of AI tools in supporting but not overshadowing simple, effective personalization efforts.

Fair Warning: this episode regarding excuses was prompted by recent experiences with tradespeople during Colin’s kitchen renovation.

No one likes excuses, least of all your customers. Lately, Colin has been hearing many amazing excuses about why something can or cannot be done in his kitchen project. It got him thinking about excuses and why people make them. Today’s episode explores the ideas of excuses and what they tell us about human behavior.

Consider examples like long call center wait times blamed on “high call volume” or companies deflecting responsibility for faulty products or order issues by passing the buck to manufacturers. These situations highlight the commonality of excuses in everyday interactions.

It is important to understand the difference between an excuse, which is used to avoid blame, and a reason, which acknowledges the cause of a problem and usually is followed by steps to make it right. Additionally, we explore the psychological motivations behind excuse-making, including our innate desire to see ourselves as right, and how this plays into consumer behavior and decision-making. 

One important concept that supports our behavior around blame is Confirmation Bias. When avoiding blame, we tend to favor information that supports our existing beliefs (i.e., that it is not our fault), even in trivial matters.

Additionally, we delve into the concept of Fundamental Attribution Error, where we are more likely to attribute others’ mistakes to their character while excusing our own based on external circumstances. This human tendency to avoid blame and protect our ego is universal. However, the consequences bear a sharp contrast to the benefits of taking responsibility, especially in leadership roles.

A case study from the UK’s Post Office scandal illustrates the severe consequences of excuses on a larger scale, where avoiding responsibility led to widespread harm and even imprisonment. From this, we draw lessons on the importance of honesty and accountability in both personal and professional contexts.

In this episode, we explore the fine line between a reason and an excuse and examine how they function in various Customer Experiences. 

In this episode we also discuss:

• The psychological need for self-preservation and its impact on excuse-making.

• How Confirmation Bias affects our decisions and perceptions in everyday life.

• The difference between taking responsibility and deflecting blame in customer service.

• Real-world examples of excuses versus reasons in customer experience.

• The potential long-term damage of excuses to trust and relationships.

• Strategies for handling mistakes and building stronger customer relationships by owning up to errors.

Customers can tell you why they do something, But they might be wrong. 

It's not that customers are stupid. No, it is quite the contrary. Customers' thinking and decision-making are complicated; multiple things happen simultaneously. 

Sometimes, the reason customers do things is hidden, even from the customers themselves. In our penultimate masterclass episode, we explore how you can get at these hidden motivations when designing a Customer Experience that surprises and delights customers. 

In this episode, we delve into the hidden motivations of customers, particularly focusing on Confirmation Bias. This bias is a psychological tendency in which people seek information confirming their beliefs and discount contradicting them. It plays a crucial role in customer decisions, often without them even realizing it.

For example, one significant influence is the desire to be right, to see oneself as competent and knowledgeable. Confirmation Bias stems from this need, as people seek information that validates their opinions and disregards contrary evidence.

This bias manifests in various ways. One is brand loyalty. 

For example, Apple enthusiasts might blame themselves for device issues rather than consider a fault with the product. This self-blame reinforces their loyalty, even if the product doesn't work perfectly. Similarly, loyal users of the social media platform X (formerly Twitter) overlook its problems to maintain their positive view of the service.

Confirmation Bias is also evident in political beliefs. Studies show that exposure to opposing viewpoints makes individuals more extreme in their views rather than moderating them. This reaction occurs because engaging with opposing views requires more cognitive effort and emotional resilience, as it threatens one's sense of being right.

In business, Confirmation Bias occurs when companies resist new findings that contradict their existing strategies. For instance, in our Emotional Signature® research, organizations often find that the real drivers of customer satisfaction differ from the assumptions. While these insights are valuable, accepting them is challenging because it feels like the organization must admit to past mistakes.

Recognizing and addressing hidden motivations is essential for businesses, so tune in to gain insights into the complex world of customer motivations and how to leverage these understandings for better business outcomes. We will explain why it is crucial to go beyond surface-level feedback and analyze customer behavior to uncover these deeper drivers. 

In this episode, we also discuss:

• The role of evolutionary psychology in understanding customer motivations.

• Techniques for uncovering hidden customer needs.

• How Confirmation Bias affects brand loyalty and customer satisfaction.

• The impact of cognitive effort and emotional resilience in accepting opposing views.

• Strategies for supporting customers in justifying their purchases.

• The importance of being open to new information and challenging one's own biases.

This week on our podcast and Intuitive Customer YouTube channel, we address a listener’s “Pickle” with our “I’m in a Pickle” feature. You might remember that a Pickle is our term for a business problem that might be addressed with customer strategy and/or the behavioral sciences. We hadn’t featured one for a while, so we thought it was time to dig into a new one. 

This week, we hear from a frustrated and disappointed insurance professional named Tonya Dunn who wants to know why, after all their Customer Experience improvements, they still aren’t seeing the results they expected. She wants to know what we think the problem is and what we think they should do. 

Customers are complicated and so are the reasons they do what they do—or don’t do— in an experience. In our listener’s case, the thing they are not doing is recommending them to their friends and family. 

This problem is not unusual, nor is it insurmountable. However, it usually requires taking a hard look at what an organization is doing to improve and where they might have veered off course from a successful customer strategy to manage customer behavior. 

In this episode, we take that hard look at what might be going on with their improvement program and how the organization might change what they are doing to get back on course and start getting those referrals rolling in the door.

Key Ideas to Improve your Customer Experience

First of all, it’s important to note that there is rarely one reason something like this happens. Like many things, there are several reasons that this can happen with a Customer Experience program. There are theoretical reasons that could influence the results our listener is getting and tactical ones, too. We discuss them all in the podcast. 

Here are a few key moments in the discussion:

• 03:02  We hear about the pickle and why Colin chose this one to feature on the podcast.
• 04:07  We talk about the theoretical reasons that our listener isn’t getting the results she wanted, starting with a favorite topic, Reference Points.
• 13:26  Ryan talks a little about the Evaluative Heuristic, which is something we use when comparing complicated or hard to understand things in a decision.  
• 17:23  Colin talks about some tactical problems that could be happening, starting with how organizations sometimes focus on the wrong parts of the experience. 
• 23:04  We discuss why it is essential to identify what customers value the most when choosing what to invest your time and resources into improvement.
• 27:21   We wind down the discussion and share our recommendations for our listener (and anyone else out there with a similar problem) about what to do about this pickle.

Do you have a business pickle? Tell us about it here.

Please tell us how we are doing! Complete this short survey. 

Customer Experience Information & Resources

LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter.

Click here to learn more about Professor Ryan Hamilton of Emory University. 

Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 35,000 subscribers. 

How can we help?

Click here to learn more about Beyond Philosophy's Suite of Services.

Organizations need to embrace that emotional side of their experiences. Not only to design an experience that surprises and delights their customers, but also so their Artificial Intelligence works to provide useable insight. Combining the emotional data into the formula with concepts from the behavioral science side will make it so organizations can understand what and why their customers do what they do. 

However, I worry that they don’t. 

You’ll remember that Customer Science is the fusion of data, the behavioral sciences, and artificial intelligence (AI). Today, we will discuss what role AI plays in predicting customer emotions and how they affect customer behavior. 

AI isn’t perfect. Yet. We did an interview with Broderick Turner, Ph.D., from Virginia Tech about AI recently. Turner explains his skepticism about AI since he views AI as opinions written in code. 

However, imperfect or not, AI technology gives us some options we didn’t have before.  Applied intelligently and with a deliberate approach, AI has the potential to solve problems, and help us achieve goals. 

This episode is the second of a series of podcasts we did with Beyond Philosophy’s own Zhecho Dobrev (@ZhechoDobrev), author of The Big Miss: How Organizations Overlook the Value of Emotions. We talked with him before on our podcast a month ago about how emotions drive customer behavior. This week, we dive a little deeper on this concept, and explore how emotions affect the insights we get from Customer Science. If you’d like to read a bit more from Zhecho on emotional attachment being a key factor in customer-drive growth check out this article here.

Key Ideas to Improve your Customer Experience

In the book, Dobrev shares research about AI. It looks at the typical customer journey touchpoints and how much value do each of those drive. Also, Dobrev examines where emotions and customer relationships affect the outcome, and how much value those provide. Now, he is analyzing how AI uses each of those customer journey mapping touchpoints, meaning the customer infinity lifecycle thinking about the brand, learning about the product, purchasing experience, and all the other points until we get to customer retention. 

Here are a few more key moments in the discussion:

• 03:36  We talk about the recent podcasts that led to this one, including the first one with Zhecho a little while ago, the podcast we did on Customer Science, and an episode we had with a guest, Broderick Turner, about how opinions make their way into AI code. 
• 08:30  Dobrev explains that regarding AI in the Customer Science mix, it should include customer emotional data, as they are the main drivers of customer behavior; otherwise, the insights it has gleaned may not be authentic drivers of behavior.
• 10:43  Dobrev shares three organizations that have done a great job using AI to understand how emotions affect and drive customer behavior and why it helped. 
• 20:26  Colin shares how a previous podcast, one about the book, The Myth of Experience, demonstrates one of the problems with AI, which is that organizations don’t have the data they think they do and how that leads to problems with their application of it.
• 29:09 Dobrev shares his plans about what is next for AI and experience, and his effort to piece together a strategy that can improve all experiences moving 

Please tell us how we are doing! Complete this short survey. 

Customer Experience Information & Resources

LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter.

Click here to learn more about Professor Ryan Hamilton of Emory University. 

Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 35,000 subscribers. 

How can we help?

Click here to learn more about Beyond Philosophy's Suite of Services.

This podcast was created in partnership with Streem

Delta thinks I am a liar.  Or at least it felt like they did on this phone call with me. If we had a video option, the entire experience would be better for both sides, and I would have the flight I wanted. Video can be the untapped jewel of your experience design, and we will explain why. 

The problem was a schedule change that put me out of Boston instead of Atlanta. I wanted to switch the flight back to Atlanta on a different one that was the same price but was unable to do so on my own online. So, I called the contact center. Unfortunately, they had a different fare on their system than I did, so I felt they didn’t think I was telling the truth. During that phone call with Delta, I wished I could show them what I had on my screen so they could trust me. 

I had a similar experience with my doctor. I had pain in my chest and wanted to indicate to the doctor where it was without seeing him or giving him a 400-word description. The video was not an option, so it was a wordy description in stops and starts. 

In this episode, we talk with special guest Jóhann Hannesson, Lead Product Manager and the head of Web Development at Streem, about using video in a Customer Experience. Hannesson says that video could be the missing link between your customer who has a problem and the expert they are talking to in the contact center who, through video, can help them faster. 

Key Ideas to Improve your Customer Experience

So, why do humans prefer video in these situations? There are two answers. First, there is a level of information exchange that words do not always have. You are not always depending on a customer that is not necessarily an expert in communicating the problem with terms concisely and accurately with the contact center. Second, it facilitates communication by allowing people to talk and look at the problem together.  Video allows the customers and contact centers to work together on the situation. 

Here are a few other critical moments in the discussion:

• 01:55  We introduce our guest host, Jóhann Hannesson, Lead Product Manager and the head of Web Development at Streem.
• 05:55  Hannesson explains how interactions with a contact center have friction when they rely on non-expert customers to communicate with expert contact center employees and how video can help resolve them in practical ways. 
• 15:21  We learn that not only does video make calls easier for the customers, but they also improve the employee experience, too.
• 22:00  Hannesson explains how video has improved customer contacts and helped resolve issues more efficiently.  
• 25:07  Hannesson shares a specific case study that used video to reduce repeat home visits.  
• 29:22  We all share our practical advice about how to use video to improve the metrics that matter most to your organization (and that none of us are footballers, in case you were wondering).   

Please tell us how we are doing! Complete this short survey. 

Customer Experience Information & Resources

LinkedIn recognizes Colin Shaw as a 'World's Top 150 Business Influencers.' He has 290,000 followers for his work. Shaw is the Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden needs that drive value ($). The Financial Times selected it as one of the best management consultancies for the last four years. Follow Colin on LinkedIn and Twitter.

Click here to learn more about Professor Ryan Hamilton of Emory University. 

Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 35,000 subscribers. 

How can we help?

Click here to learn more about Beyond Philosophy's Suite of Services.

When it comes to the behavioral sciences, I love their take on memory. I love it so much, that we did a podcast mini-series on it in three parts. 

In the first part, we talked about why memories are essential to experiences, when we use them to decide sometimes, and how memories form. 

The second part covered how memories are connected and the different types of memories we have. 

In this final episode of the memory mini-series, we explore how we store, retrieve, and forget memories.

Why all this hullabaloo about memory? Simply put, I think too many organizations underestimate the significance of the effects customers’ memories have on their bottom line. Memories are essential to experiences. They connect us to our past and drive our behavior in the present. In many ways, memories define us.

Memory is also essential to customer loyalty and retention. Nobel-Prize-Winning economist Professor Daniel Kahneman explained it all to me ten years ago and I never forgot: customers don’t choose between experiences; they choose between the memories of an experience.

In this episode, we discuss how we retrieve, store, and forget memories. However, we also talk about what you can do with this information to ensure that when customers are sorting through their memories of your experience, they come back for more every time. 

Key Ideas to Improve your Customer Experience

In our Memory Maker Training, we cover the importance of memories to your experience and how to train your employees to create excellent and lasting ones of your experience. This training builds upon your choice of the experience you want to deliver customers, whether that’s making them feel valued or cared for or something else in that moment. These memories are reinforced by the words, phrases, body language and tone used by your team. 

Here are a few key moments in the discussion:

• 04:01  Ryan gets the discussion started by going over how our minds store memories and the influences on that process.
• 12:12  We learn how SOHCAHTOA from trigonometry is an excellent example of mnemonic devices that help us remember things and why. 
• 13:57  Colin explains how an app called  What Three Words uses an easier to remember way to pinpoint your location than coordinate numbers. 
• 16:05  We discuss the Zeigarnik Effect and how it helps us retrieve memories, along with some other interesting tools.   
• 26:41  We discuss how we sometimes misremember things, as studied by Elizabeth Loftus and presented on her TED Talk.  
• 31:24  Ryan and I get into the “So what?” of memory and how you can apply what you have learned practically in your customer strategy.    

Please tell us how we are doing! Complete this short survey. 

Customer Experience Information & Resources

LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter.

Click here to learn more about Professor Ryan Hamilton of Emory University. 

Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 35,000 subscribers. 

How can we help?

Click here to learn more about Beyond Philosophy's Suite of Services.

Memories do not exist alone. They are networked…and this network isn’t a bunch of the same kind of information arranged in neat order and categorized by type. It’s a network of different memory types intermingling facts and feelings, procedures, and judgements, all influencing each other in interesting ways. 

Memory is what creates customer loyalty. It doesn’t matter what parts of your customer strategy you design. If customers don’t remember that you did it, it won’t matter later. 

It’s for this reason that we love the subject of memory. So, we did a mini-series about it. 

In this episode, the second part of a three-part mini-series on Memory, we build on the concepts we shared in the first episode. We talk about the memory network and how it works. We also discuss the different types of memories. Plus, we get into one of my favorite concepts from the “father of the behavioral sciences,” Nobel-Prize-winning economist Professor Daniel Kahneman, the Peak-End Rule. 

It's sure to be  an episode you will never forget. 

Key Ideas to Improve your Customer Experience

There are a lot of things that memories are. They are facts, procedures, feelings, and evaluations. One thing they are not is a sole existence. We kick off this episode with an explanation of the network of memories that makes it clear what we mean.

Here are a few key moments in the discussion:

• 02:53  Ryan explains his metaphor of a fishing net to describe how memories connect to each other in our minds.
• 11:06  We discuss the different types of memories and how they form.    
• 15:39  Colin explains how sometimes organizations can design experiences that train customers to use them, like the site where he buys his sheet music for the guitar.
• 19:04  We get into how habits are a type of memory, albeit and automatic and subconscious one.   
• 22:13  Colin tells a story that is sure to mean that his daughter will never let him babysit his grandchild again.  
• 23:55  Ryan explains Episodic memory, which is the one that is most like what experienced champions should do for their customer strategy.    

You can listen to part 1 of our mini-series on memory here.

Please tell us how we are doing! Complete this short survey. 

Customer Experience Information & Resources

LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter.

Click here to learn more about Professor Ryan Hamilton of Emory University. 

Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 35,000 subscribers. 

How can we help?

Click here to learn more about Beyond Philosophy's Suite of Services.

Memory is crucial to customer strategy. Understanding customer behavior requires a fundamental understanding of how we access and use memories in our daily life and how it drives decision making in our actions and even who we decide to trust.

In other words, understanding people requires understanding their memories. Further, it requires knowing what they remember and why, and also, what they don’t remember at all. 

This week, the Intuitive Customer is going Netflix. We present the first of our three-part series on Memory. It’s the Memory Mini-Series, Part 1. In it, we explore how our behavior is motivated by our memories. We also take a closer look at how memories form, and where it lives in your mind, or whether it ends up in the memory wastebasket instead.

Key Ideas to Improve your Customer Experience

Memory is a giant subject as it relates to Customer Experience. It affects what customers remember about your brand, what they order or buy from you, and whether they ever come back. In essence, managing customer behavior requires managing their memories. 

• 6:43  Ryan explains why memories are not all, but almost all of human psychology.
• 9:36  Colin asks Ryan to explain whether memory has anything to do with the decision-making shortcuts people use to make decisions, and Ryan explains that some do, and some don’t.
• 17:37 Ryan explains how brands are a memory-based structure in the minds of your customers, their thoughts, and feelings that they associated with your offering and why that is.
• 21:21 We explore how memories form, and how the different types of memory formations differ from each other, starting with how memories exist in our minds.
• 26:46  We explain why Ryan can still order a pizza from Pizza Hut in Cleveland, even though he hasn’t lived there in decades, and what to expect in the next installment of our three-part series on memory. 

Please tell us how we are doing! Complete this short survey. 

Customer Experience Information & Resources

LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter.

Click here to learn more about Professor Ryan Hamilton of Emory University. 

Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 35,000 subscribers. 

How can we help?

Click here to learn more about Beyond Philosophy's Suite of Services.

What did you do during the lockdown? Did you take up a hobby or a new exercise program? Did you watch hours of news coverage hoping for some good news? Were you in the kitchen working with your sourdough starter? Or were you on the couch watching the entirety of Netflix?

All were excellent pursuits, by the way, especially the bread making. However, one of my team was spending the lock down a different way: taking a deeper dive on the data we have collected on our Emotional Signature® research.  What he found there became a book. 

Our Emotional Signature research measures the level of emotional engagement you have with customers right now and determines what the really want from you. We undertake this exercise by asking a lot of questions. As a result, we have loads of responses, nearly a million in fact. 

We had looked at it for each project, gleaning the insight for our client and then filing it away for posterity. However, we had never undertaken a perusal of the whole batch together, even though I thought we should and often told my team we were sitting on a gold mine. It only took a global pandemic to get us to start digging.

In this episode, we talk with Zhecho Dobrev, Senior Consultant at Beyond Philosophy for 13 years, Customer Experience and Behavior Science Consultant and Trainer, and, now, Author of The Big Miss: How Organizations Overlook the Value of Emotions, about what he found and whether any of it was worth its weight in gold. You can follow Zhecho on Twitter here. 

Key Ideas to Improve your Customer Experience

In many ways, this research is significant in scope and fairly international. Dobrev's book uses the responses from nearly 20,000 customers from 24 organizations within nine industry sectors, including  healthcare, finance, telecoms, utilities, and others. While there were plenty of business-to-consumer models, almost half were business-to-business companies, too. Respondents were from the US, UK, Canada, and Europe. With all the resources and data gathered over the past two decades, what Dobrev discovered about customer behavior might surprise you. 

Here are a few key moments in the discussion:

• 03:53  Zhecho explains what he was looking at and what he was looking for during his lockdown with a decade’s worth of Beyond Philosophy Emotional Signature data.  
• 08:15  Zhecho shares some interesting research that demonstrates that despite knowing that how customers feel affects decision-making, most organizations ignore it.   
• 15:36  We get into the opportunity costs associated with ignoring this essential part of the customer experience to organizations, including the development of a Wicked Learning environment, which we discussed a few weeks back.    
• 20:19  We hear a story of how a closer look at what people really want helped move the ball for the YMCA gyms.   
• 23:56  Zhecho shares another example from a luxury store in California that measured the brain activity of an employee while managing the emotional experience and how it resulted in more sales for the store.
• 27:51  Ryan shares his experience with managing emotions and shares his advice for how to apply this in a real world experience. 
• 28:56  Zhecho shares his advice for how to apply these ideas in practical ways for your organization.     

Please tell us how we are doing! Complete this short survey. 

Customer Experience Information & Resources

LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter.

Click here to learn more about Professor Ryan Hamilton of Emory University. 

Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 35,000 subscribers. 

How can we help?

Click here to learn more about Beyond Philosophy's Suite of Services.