We believe you should laugh and learn! 'The Intuitive Customer' podcast achieves this. Hosted by Colin Shaw, recognized as one of the top 150 business influencers by LinkedIn, where he has over 283,000 followers, and Prof. Ryan Hamilton, Emory University, discusses how you can improve your Customer Experience and gain growth.
This review sums up:
"The dynamic between the two hosts makes this podcast. Each brings a unique take on the topic and their own perspective and plays off each other sense of humor. I come away after each episode with a feeling of joy and feeling a bit smarter".
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How Your Customers Judge You Before You Even Open Your Mouth
Episode 399
Saturday, April 12, 2025 • Duration 29:53
First impressions aren’t just important—they’re everything. Research shows that customers, clients, and even your colleagues are forming opinions about you, your brand, and your business in mere seconds—often before you even get a chance to introduce yourself!
In this episode, Colin Shaw and Professor Ryan Hamilton dive deep into the psychology of first impressions, exploring the fascinating (and slightly terrifying) science behind snap judgments. How fast do customers decide whether they like or trust you? Why do first impressions stick so stubbornly? And most importantly—how can you make sure your business gets it right?
From real-world business insights to slightly embarrassing personal stories (yes, there’s a “matching tie and handkerchief” moment), this episode is packed with actionable takeaways, humor, and behavioral science gold.
If you’ve ever wondered why customers make instant decisions about your brand—and how to make sure those decisions work in your favor—this is an episode you don’t want to miss.
Best Quote from the Episode:
"People decide if they like you before you even open your mouth. Customers do the same thing with your business. And once that first impression is locked in? Good luck changing it." – Colin Shaw
Key Takeaways:
✅ Customers form opinions in seconds. Studies show that people can judge competence, trustworthiness, and likability in as little as 10 seconds—or less!
✅ Your rational brain is slower than your gut. Neuroscience suggests that we make decisions before we consciously think about them—then we just make up a story to justify the decision we already made.
✅ Bad first impressions are a business killer. If your website looks outdated, your store is messy, or your customer service rep is unfriendly—customers won’t stick around to give you a second chance.
✅ The Halo Effect can work for you (or against you). One good first impression can positively color how customers see your entire brand. But a bad one? That impression sticks.
✅ First impressions happen multiple times. The moment a customer sees your ad, lands on your website, calls your contact center, or walks into your store—each moment is a new first impression. Make them count.
✅ Be careful what YOU look for. Your own biases affect how you judge customers, employees, and even your team. If you assume someone is a "bad fit," you’ll find reasons to confirm it—even if it’s not true.
🔎 Why You Should Listen:
Want to know how to create the perfect first impression for your business?
Curious about the crazy science behind why people judge in a split second?
Want to hear Colin and Ryan debate whether a “matching tie and handkerchief” can ruin your career?
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.
10 Proven Ways Guaranteed To Build Trust In Your Customers!
Episode 398
Saturday, March 29, 2025 • Duration 29:10
Trust: it’s the glue that holds relationships together—both personal and professional. Yet, so many businesses get it wrong. In this special milestone episode (yes, 400 episodes!), Colin Shaw and Professor Ryan Hamilton break down why trust is the foundation of every great customer experience and, more importantly, how you can earn it, keep it, and leverage it to drive growth.
From sneaky fees that erode confidence to honesty that wins lifelong loyalty, we’re covering ten essential actions that will guarantee your customers trust you—and keep coming back. Plus, we share some eye-opening research on why people sometimes lie more when they actually like you (yes, really).
If you’re serious about customer experience, this is an episode you can’t afford to miss.
🎧 Listen now to discover: ✅ Why trust isn’t automatic—it has to be earned (and how to do it). ✅ The #1 mistake companies make that destroys trust instantly. ✅ How honesty—especially when things go wrong—can turn a crisis into a customer loyalty win. ✅ The psychology behind why people sometimes lie to be nice (and how this hurts customer relationships). ✅ Why overcommunication is your secret weapon for building long-term trust.
🔹 Best Quote from the Episode: "Trust is built in drops and lost in buckets. You can do everything right for years, but one moment of dishonesty or poor communication can undo it all."
🚀 Key Takeaways:
Customers can smell dishonesty a mile away—transparency and consistency are non-negotiable.
Trust isn’t just about marketing or sales; it’s company-wide, from legal to customer support.
Want to build customer loyalty? Own up to mistakes—your customers will trust you more, not less.
The easiest way to build trust? Do what you say you’re going to do.
People trust companies that communicate often, even when there’s no new update. Silence breeds doubt.
📢 Don’t just read about it—hear it for yourself! Tune in now and learn how to make trust your biggest competitive advantage.
Why Short-Form Content & Thinking is Destroying Your Customer Experience And Your Career.
Episode 397
Saturday, March 15, 2025 • Duration 30:49
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, 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 ''—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. .
Tiny Tweaks That Can Have a BIG Effect (And Why They Sometimes Don’t)
Episode 399
Saturday, March 8, 2025 • Duration 29:39
🔹 Ever wonder why you always end up choosing the medium popcorn, even when you weren’t hungry? Or why some websites magically guide you toward the “best” deal? That’s not luck—it’s behavioral science in action.
In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton reveal the power of nudging—tiny tweaks that subtly influence decisions without forcing them. But here’s the catch: sometimes nudges don’t work at all. So, what separates a genius nudge from a total flop? That’s exactly what we’re unpacking today.
🔥 Best Quote from the Episode:
"Nudges feel like magic when they work. But throw the wrong nudge at the wrong audience, and it’s like trying to convince a Diet Coke fan to drink Pepsi—it’s just not happening!" – Professor Ryan Hamilton
🎯 Key Takeaways:
✅ Small changes = big impact – A well-placed nudge (like a cleverly designed pricing tier) can significantly influence customer choices.
✅ Choice architecture is everything – The decoy effect, compromise effect, and default bias all play a role in steering decisions without customers realizing it.
✅ Why nudges fail – Not every customer is persuadable. Nudges won't move the needle if someone has a strong preference (like die-hard brand loyalty).
✅ Testing is essential – Don’t just assume a nudge will work. Test different variations in real-world scenarios before rolling them out at scale.
🚀 Why You Should Listen
If you’re in customer experience, marketing, or sales, this episode will change how you think about influencing behavior. Learn how to craft nudges that actually work—and avoid the ones that flop.
So, what are you waiting for? Hit play and discover the tiny tweaks that can have a BIG effect!
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, 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 ''—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. .
The Psychology Of Discounts: Are You Inadvertently Training Your Customers?
Episode 398
Saturday, March 1, 2025 • Duration 29:18
Discounting—it feels like a surefire way to attract customers, right? Everyone loves a good bargain. But what happens when discounts stop being a tool and start becoming an expectation?
In this episode, Colin Shaw and Professor Ryan Hamilton dive into the dangerous addiction of price discounting—how it lures in customers, why businesses struggle to stop, and the long-term damage it can do to your brand and bottom line.
You'll hear painful stories of businesses that have trained their customers never to pay full price, the psychology behind why discounts are so irresistible, and why, if you’re not careful, your company could end up hooked on discounting like a bad habit.
This episode is packed with insights, humor, and practical advice you won’t want to miss!
Best Quote from the Episode:
"We knew we had a problem when one of the executives said, ‘This is like heroin—we can’t stop!’"
Key Takeaways:
✅ Discounting Works—But Be Careful! Customers love a good deal, and discounts create instant excitement. But if you do it too often, you’re not just offering savings—you’re training customers to expect them.
✅ Reference Points Matter A “Was $7, Now $5” deal feels like a win, even if $5 was always a fair price. Discounts give customers an anchor price, making them feel like they’re getting a bargain—even if they’re not.
✅ Big Numbers Win People respond more to “SAVE 30%” than “SAVE $2.” The bigger the number, the better the deal seems.
✅ The Thrill of the Hunt Shoppers love feeling like they “won” at shopping.
✅ The Danger of Training Customers If customers know you’ll discount every two weeks, they’ll never pay full price again. Some companies become trapped in perpetual discounting cycles, losing profit just to keep customers coming back.
✅ Compete on Value, Not Just Price Apple doesn’t run 50% off iPhone sales every Black Friday. Their customers pay full price because they believe in the value. If your business relies on discounts, ask yourself: Would customers still buy from us if we didn’t offer them?
Why You Should Listen:
7 Ways To Break Organizational Silos; The Silent Killer Of Customer Experience
Episode 397
Saturday, February 22, 2025 • Duration 29:53
🚀 Are your departments working together or just co-existing in polite chaos?
Organizational silos are the silent killer of customer experience. Sales, Marketing, Customer Service, IT, Finance, HR—they all have their own priorities, their own goals, and their own version of success. But do those priorities align? More often than not, they don’t, and the result is a disjointed, frustrating experience for customers (and let’s be honest, for employees too).
If you’ve ever tried to resolve a simple issue with a company only to be bounced between departments like a human pinball, you’ve experienced the dark side of silos firsthand.
In this episode, Colin Shaw and Professor Ryan Hamilton dive deep into how silos are sabotaging your business and—more importantly—how to break them down. Colin also shares a particularly painful real-world example of a never-ending kitchen renovation that perfectly illustrates just how badly siloed teams can fail. (Hint: You’ll never look at a home improvement store the same way again.)
💡 Key Takeaways:
🔹 Common goals mean nothing if they aren’t lived out. Every company says “We put customers first”—but do they actually? If your Finance team makes policies that inconvenience customers, the answer is no.
🔹 Measure what matters. If Sales is rewarded for closing deals, but Implementation is penalized for poor customer satisfaction, you’ve got a problem. Aligning incentives across departments is the only way to drive real customer-centric behavior.
🔹 Cross-functional projects prevent disasters. Ever had a marketing team promise something a product team couldn’t deliver? Or a sales team sell a service that implementation couldn’t support? That’s what happens when silos rule the day.
🔹 Job shadowing changes everything. Want your IT team to build better systems for Customer Service? Have them answer support calls for a day. Want your Finance team to be more customer-friendly? Have them sit in on refund requests.
🔹 Socializing isn’t just for fun—it’s strategic. People who know each other personally collaborate more effectively. The simple act of breaking bread (or sharing a drink) can go a long way toward bridging the gaps between teams.
🎤 Best Quote from the Episode:
Psychological Pricing: 7 Practical Tips You Can Use Today to Boost Sales
Saturday, February 15, 2025 • Duration 37:03
Pricing. It’s one of the most critical decisions your business will ever make, yet most people approach it like a finger-in-the-air guessing game. But what if you could tap into psychological principles to not just set prices, but make your customers feel they’re getting a great deal? That’s what this episode of The Intuitive Customer is all about.
Join Colin Shaw and Professor Ryan Hamilton as they break down the fascinating—and sometimes hilarious—world of psychological pricing. From late-night infomercials and $400 bath towels to popcorn buckets and outrageous anchoring techniques, we explore why pricing is more than numbers on a tag—it’s a story you tell your customers.
Along the way, Ryan reveals the secrets behind charm pricing, scarcity cues, and the “decoy effect,” while Colin shares how early mistakes taught him the importance of understanding customer perception. (Spoiler alert: guesswork is not a strategy.)
If you want to understand the psychology behind pricing—and how to use it to improve your bottom line—you’ll love this episode. But be warned: you might never look at a price tag the same way again.
Best Quote from the Episode: "The price isn’t just a number; it’s a conversation you’re having with your customer. And if you’re not telling the right story, someone else will." — Professor Ryan Hamilton
Key Takeaways (But You’ll Have to Tune In for the Full Insights!):
Anchoring: The "Big Daddy" of Pricing Why giving customers a frame of reference can make your prices seem more attractive.
Charm Pricing Still Works (But It’s Changing) $0.99 vs. $1.00—what’s really happening in the customer’s mind?
The Decoy Effect: Guide Them to the Right Choice How medium popcorns make large popcorns irresistible.
Scarcity and Social Proof: The FOMO Effect The subtle art of using “only 2 left!” without annoying your customers.
How to Evoke Emotions That Make Customers Come Back for More
Episode 384
Saturday, February 8, 2025 • Duration 35:03
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.
Best Quote from the Episode:
"If I went to the CEO of a company and said, ‘Here’s the emotion your customers are feeling: frustration,’ do you think they’d say, ‘Yes, that’s exactly what we were going for’? Of course not! But if you’re not managing emotions, you’re leaving them to chance—and that’s costing you loyalty and revenue." — Colin Shaw.
Key Takeaways:
Emotions Drive Customer Loyalty and Spending Emotions aren’t just fluffy extras—they’re the bedrock of customer decision-making. Positive emotions like trust, care, and value build loyalty, while negative ones like frustration and neglect destroy it.
Most Companies Don’t Know What Emotions They’re Evoking If you ask your leadership team what emotions they’re trying to evoke, you’ll likely get different answers—or blank stares. That lack of alignment is a significant problem.
Silence Is Killing Your Business: The Innovation Cost of Quiet Teams
Episode 383
Saturday, February 1, 2025 • Duration 35:31
Episode Summary:
How can you create an environment where your team feels safe to speak their minds without fear of judgment or reprisal? In this episode, Colin Shaw and Professor Ryan Hamilton are joined by Gary Keogh, an expert in psychological safety and a former corporate leader turned coach. Together, they dive into why fostering openness in teams is more than just a buzzword—it’s the secret sauce for innovation, collaboration, and performance.
Gary shares eye-opening stories, practical examples, and proven methods to build trust within teams. Learn how even small behaviors like showing vulnerability, demonstrating curiosity, and expressing appreciation can unlock untapped potential in your organization.
If you’re a leader looking to bring out the best in your team—or just curious about why “none of us are as clever as all of us”—this episode is packed with actionable insights you can’t afford to miss.
Quote of the Episode
The moment you create a space where everyone feels safe to contribute, that’s when the magic happens.” — Gary Keogh
Key Takeaways:
Learn what it really means to create a workplace where people feel safe and eager to speak openly.
It’s not about coddling your team or avoiding accountability.
Discover how leadership ego, self-censorship, and rigid cultural norms stifle collaboration—and what you can do about it.
Three practical ways to foster psychological safety: show vulnerability, practice curiosity, and express appreciation.
The Jeff Bezos Approach: Find out why Amazon’s founder speaks last in meetings and seeks out junior team members’ perspectives first
How do you set yourself apart in an ever-evolving professional landscape? In this episode of The Intuitive Customer, Colin Shaw and Ryan Hamilton dive deep into the career lessons they’ve learned over decades of navigating the twists and turns of professional life. This isn’t just another list of career tips—it's a roadmap for thriving in 2025 and beyond.
From mastering long-term planning to embracing the disruptive power of technology, Colin and Ryan unpack the strategies that make all the difference in building a fulfilling, forward-looking career. Plus, they share personal anecdotes (and a few laughs) about lessons learned the hard way.
Whether you’re just starting out, mid-career, or considering your next big move, this episode is packed with advice you won’t want to miss.
The Best Quote from the Episode
"If it’s going to be, it’s up to me. Don’t wait for someone else to drive your career—successful people create their own opportunities." – Colin Shaw
Key Takeaways
We’re only scratching the surface here—you’ll need to listen to the full episode for the stories and deeper insights behind these points!
Think Long-Term: The best careers are built with vision and intentionality. Treat every role as a stepping stone to something greater.
Leverage Technology: Generative AI and other innovations are reshaping the workforce. Learn to harness these changes instead of fearing them.
Understand Your Strengths: Self-awareness is key—focus on what you’re naturally great at, and let that guide your career decisions.
Build a Reputation That Lasts: Your reputation is your greatest currency. What do you want to be known for?
Deliver, Deliver, Deliver: At the end of the day, results speak louder than words. Always follow through and exceed expectations.
Why You Need to Tune In
Sure, you could take the lessons at face value, but what makes this episode unmissable are the stories behind the advice. From Colin’s father’s game-changing advice about “learning your boss’s job” to Ryan’s humorous but insightful realization about his dislike for managing people, these are the kinds of lessons you’ll want to hear straight from the source.
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.
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.
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.
Got a nudge story? Connect with Colin & Ryan on LinkedIn and share your experiences! 🎙️🚀
✅ Are You a Discount Addict? If discounts are your main strategy, it’s time to rethink. Are you making real money, or just moving stock? If the answer makes you nervous, it’s time for a change.
This episode is a must-listen for business leaders, marketers, and CX professionals who want to break free from the discount trap and build a pricing strategy that doesn’t just attract customers—but actually makes money.
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.
"I once had an assistant who scheduled my meetings across London without realizing she had me zigzagging across the city like a lost tourist. After one day shadowing me, she never made that mistake again. People don’t realize the pain they cause others until they see it firsthand." – Colin Shaw
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.
Price Elasticity: Know Who You’re Selling To Some customers care deeply about price changes—others don’t. Do you know the difference?
Signpost Items: First Impressions Matter Why your pricing on milk, batteries, or even AA batteries can shape brand perception.
Price Fairness: Handle with Care Overcharging can ruin trust, even if it makes short-term financial sense.
Why You Should Listen: Whether you’re pricing consulting services, running a retail store, or managing a SaaS product, this episode is packed with actionable insights that will make you rethink how you price—and how your customers perceive your value. Plus, it’s full of funny stories, practical advice, and a healthy dose of British-American banter.
Don’t just set prices. Shape perceptions.
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.
Triggers Are Key to Managing Emotions Emotions don’t happen by accident. They’re triggered by specific actions, processes, or interactions. Identify the triggers in your customer journey and intentionally design them to evoke positive emotions.
Practical Exercise: Emotion Safaris Take your team on a safari to experience your customer journey—or a competitor’s—firsthand. Then debrief: What emotions did they feel? What triggered them? Were those the right emotions?
The ROI of Emotions Customers who feel trust and care spend more and are more loyal. Customers who feel neglected cost you money. Managing emotions isn’t just good for customers; it’s good for your bottom line.
Why You Should Listen: This episode isn’t just about theory—it’s about practical steps you can take to evoke the right emotions in your customers and improve your business results. Colin and Ryan’s insights are backed by decades of research, real-world experience, and a healthy dose of humor.
If you’re ready to stop leaving customer emotions to chance and start managing them with intention, this episode is for you.
The DNA of Customer Experience: How emotions drive value book: https://beyondphilosophy.com/books/
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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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.
Plus, Colin and Ryan’s banter, humor, and candid reflections make this episode not just valuable, but downright enjoyable. You might even come away with a new mantra for your career—and a laugh or two!
🎧 Listen now and take the first step toward making 2025 your most successful year yet!
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.
