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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The Thrill of the Chase: Why Anticipation Beats Ownership
Episode 412
Saturday, October 11, 2025 • Duration 25:48
Episode Overview
Ever buy something you couldn’t wait to get—and then let it sit in the box for days (or weeks)? You’re not alone. Guest host Morgan Ward joins Ryan Hamilton to explore why we often love the pursuit of products more than the possession of them.
From unopened tools and “someday” sweaters to the viral Stanley Cup craze, they unpack the psychology of anticipation, dopamine, and why the thrill fades once the package arrives.
This episode reveals what’s really driving that “add to cart” impulse—and how brands can design experiences that move customers from wanting to using.
Quote of the Episode
“Apparently, the most appealing part of consumption for me is the buying—not the using.” — Dr. Morgan Ward
🔑 Key Takeaways
Anticipation feels better than ownership. Dopamine spikes during the chase, making the search itself deeply rewarding.
“Maybe later” kills momentum. Adding something to a wish list or cart often satisfies the craving—so we never come back to buy.
Trends have expiration dates. When products are tied to social signaling (like the Stanley Cup craze), they must be used now or lose their power.
Experience is the new product. Pop-ups, fittings, and even unboxing rituals add emotional value that can’t be postponed.
Design for immediacy. Products that promise instant results or gratification inspire customers to open—and love—them right away.
Discussion of anticipatory utility and the hedonic treadmill in consumer behavior
Norton, Michael I., Daniel Mochon, and Dan Ariely. "The IKEA effect: When labor leads to love." Journal of consumer psychology 22, no. 3 (2012): 453-460.
About the Hosts
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 called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press 2025
Morgan Ward is an adjunct marketing professor, weekly expert guest on The Take—11Alive’s in-depth news program that explores timely stories through expert insight—With over 20 years of experience advising clients ranging from start-ups to Fortune 500s and publishing in top academic journals, she’s passionate about decoding the symbolic and cultural forces that shape consumer behavior. Her work focuses on status, identity, and decision-making across sectors like luxury, retail, and tech. Beyond consulting, Morgan serves as an expert witness in branding and advertising litigation, bringing academic rigor to questions of perception, distinctiveness, and influence.
When Rebrands Go Wrong: Lessons for Customer Experience Leaders
Episode 412
Friday, October 10, 2025 • Duration 36:35
In this episode of The Intuitive Customer, Professor Ryan Hamilton is joined by guest host Ben Shaw to explore the high-stakes world of rebranding.
From Cracker Barrel’s logo backlash to Jaguar’s radical design overhaul, they unpack what happens when brands chase new audiences at the expense of their loyal customers. The conversation dives into the tension between rebranding vs. repositioning, why heritage brands face special challenges, how politics and culture can hijack brand decisions, and practical lessons for leaders trying to grow without alienating their core base.
Key Takeaways
Rebrand ≠ Reposition: A visual refresh is not the same as shifting your audience or your value proposition, conflate the two at their peril.
Respect the Core Customer: Growth shouldn’t mean neglecting the customers who got you here; woo them as deliberately as you pursue new ones.
Brand Stretch Matters: Broad idea-driven brands (e.g., Virgin, Crocs) can pivot more easily than heritage or status-driven brands (e.g., Jaguar, Burberry).
Change Carries Political Luggage: In today’s climate, even aesthetic changes can be interpreted as taking sides so plan for backlash and communication.
Experience vs. Marketing: Quietly improving the customer experience often triggers less resistance than highly visible logo or messaging changes.
Segment Conflicts Are Real: Pursuing one segment often pushes you away from another.
Sub-brands Can Create Safe Space: When segments clash, consider sub-brands or status tiers to reduce friction (e.g., Nike’s sport verticals, Burberry’s London/Brit/Brit Prorsum).
Heritage is an Asset and a Trap: Brands built on nostalgia or legacy often risk losing their most valuable equity if they modernise too aggressively.
Resources & Brands Mentioned
AI That Listens: Why Real-Time Feedback is the Future of Customer Experience
Episode 411
Saturday, September 27, 2025 • Duration 39:40
Summary
Traditional customer feedback is broken. Post-call surveys and quarterly reports are too slow, cumbersome, and overly focused on the company’s needs rather than the customer’s reality. By the time insights land on a dashboard, the customer has already left—or worse, lost trust.
In this episode of The Intuitive Customer, I (Colin Shaw) and Professor Ryan Hamilton sit down with Devidas Desai, SVP of Product Leader at ASAPP, to explore how AI that listens is reshaping the way organizations understand and respond to customers in the moment.
We delve into why silence doesn’t mean satisfaction, why feedback must shift from lagging indicators to real-time signals, and how AI can transform agents into superheroes rather than script-readers. Along the way, Devidas shares his bold vision for the “death of dashboards” and why the future is “anti-dashboard.”
If you’ve ever felt trapped in a maddening customer service loop (looking at you, broadband companies), this episode will resonate. More importantly, it will show you what’s possible when organizations finally stop treating feedback as an autopsy and start listening in real time.
Best Quote:
“AI that listens isn’t about replacing humans—it’s about keeping the human in the loop, so customers get both speed and empathy in the same conversation.”
Devidas Desai, SVP, Product Leader at ASAPP Key Takeaways
Feedback as Autopsy: Traditional surveys and dashboards give you a post-mortem, not a diagnosis. By the time you act, the damage is done.
Silence ≠ Satisfaction: No feedback often means customers have given up on you—not that they’re happy.
Real-Time > Real Late: True customer experience happens in moments, not in reporting cycles. AI that listens can capture sentiment, intent, and context as it unfolds.
Human in the Loop: AI doesn’t replace humans—it augments them. The best systems blend automation with empathy and judgment.
Agent Superpowers: With AI, agents can enter conversations fully briefed, emotionally aware, and guided toward the best next step. Less paperwork, more trust-building.
Devidas Desai, SVP, Product Leader at ASAPP -
Brand Archetypes: Straightjacket or Springboard for CX?
Saturday, September 20, 2025 • Duration 30:53
In this episode of The Intuitive Customer, Professor Ryan Hamilton is joined by guest co-host Ben Shaw, Chief Strategy Officer at MullenLowe, to explore the enduring role of brand archetypes in marketing and customer experience. They revisit the origins of archetypes in Jungian psychology and the influential book The Hero and the Outlaw (Pearson & Mark), before debating how useful the framework remains today. Together, they discuss the power of archetypes to create consistency, unlock creativity, and guide internal decision-making while also recognizing their limitations, risks of rigidity, and occasional resemblance to horoscopes. The conversation ranges from brand strategy in B2B to the impact of AI agents on future purchasing, highlighting how archetypes can still be adapted, evolved, and made practical for modern brand building.
🔑 Key Takeaways
Archetypes as tools, not rules: Archetypes provide a shared language for teams and a lens for decision-making, but they shouldn’t become a straightjacket.
Sub-archetypes unlock creativity: Going beyond the 12 canonical archetypes helps brands avoid sameness and find distinctiveness in crowded categories.
Accessibility matters: Archetypes are most effective when they make complex strategy simple and relatable—otherwise they risk losing non-marketing stakeholders.
Playing against type: Some of the most disruptive brands (e.g., Liquid Death) succeed precisely by defying category-expected archetypes.
Archetypes in B2B: While not always necessary, they can still be useful to express human needs like trust, security, or freedom, even in highly functional categories.
AI and archetypes: The rise of AI agents in commerce could challenge the role of storytelling in decision-making, but also presents opportunities for brands to encode their archetypes into machine-readable signals.
Healthy ambiguity: Like many frameworks, archetypes work best when used as a catalyst for debate, inspiration, and consistency but not as a rigid formula.
📚 Resources Mentioned
— Carol Pearson & Margaret Mark
Your Customers are Lazy... and Bored: How to Use That to Your Advantage
Saturday, August 30, 2025 • Duration 25:01
Your Customers are Lazy... and Bored: How to Use That to Your Advantage
Show Notes:
This week on The Intuitive Customer, Colin takes a step back and welcomes guest host Morgan Ward to explore one of psychology’s favourite contradictions: why customers cling to the familiar, yet crave novelty. From music playlists to yogurt purchases, from comfort food to product design, Colin and Morgan unpack why we’re wired for both—and how brands can use that tension to create better customer experiences.
Best Quote from the Episode “Familiarity earns trust. Novelty earns attention. Get the balance right, and you earn loyalty.”
Key Takeaways
Customers don’t always prefer the familiar or the new—it depends on context and need.
Status quo bias (familiarity) is driven by loss aversion and cognitive laziness.
Novelty seeking is driven by boredom and our need for optimal arousal.
The best products deliver both—“updated classics” that balance safety and stimulation.
Ask yourself: is your customer seeking comfort or excitement right now? Your answer determines whether to lean into familiarity or novelty.
🎧 Listen in to discover why customers sometimes want the same old thing… and sometimes something entirely different.
About the Hosts:
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 called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press 2025
Why Customer Satisfaction Hasn’t Budged in 30 Years: Two new guest experts tell us why
Episode 408
Saturday, August 16, 2025 • Duration 37:31
In this milestone episode, The Intuitive Customer undergoes a transformation. Colin Shaw announces a step back from the regular hosting role, prompting a fresh chapter in the podcast’s evolution. Hosts Colin Shaw and Professor Ryan Hamilton introduce two new expert contributors — Dr. Morgan Ward, a consumer psychologist, and Ben Shaw, a brand strategist — to bring fresh perspectives on customer behavior, brand experience, and the future of CX.
Together, the four hosts discuss the state of customer experience today, particularly in light of the stagnant growth in the American Customer Satisfaction Index over the past three decades. They debate metrics versus meaning, the enduring value of physical retail, and the coming wave of non-visual AI-driven brand interactions. The episode sets the stage for a broader, more dynamic take on what it means to truly understand and serve customers in the modern age.
Quote of the Episode
"We're using metrics that are more relevant to the business than to the person actually experiencing the brand."
— Dr. Morgan Ward
Key Takeaways
Customer satisfaction has plateaued: The American Customer Satisfaction Index has barely moved in 30 years, despite huge investments in CX. This calls into question the effectiveness of current CX strategies.
ROI needs to be central: CX professionals must link experience improvements directly to financial returns if they want continued investment.
Metrics can be misleading: Overly relying on simplified metrics like NPS can lead organizations astray, especially when they’re gamed or don’t reflect real consumer emotions.
Retail is making a comeback: Resurgence in physical retail’s emotional power especially among younger consumers who crave tactile experiences.
The future is voice-first: How AI-driven, non-visual brand experiences will redefine customer interaction demanding new forms of design thinking.
Dual focus is key: Brands must balance operational improvements today with strategic planning for a fast-approaching future filled with disruptive technologies.
From Legacy to Loyalty: The Practical CX Playbook That Drives a 90 NPS
Episode 407
Saturday, August 2, 2025 • Duration 41:43
You can theorise about Customer Experience all day, but gaining a Net Promoter score of 90 is not a theory. It shows a great focus and implementation of Customer Experience. This week, we are exploring how this was achieved with Kamron Kunce, VP of Marketing & Customer Experience at RJ Young. https://www.rjyoung.com/
RJ Young has been in business for over 70 years and boasts a world-class NPS score of 90+ — no small feat in today’s hypercompetitive market.
Kamron shares how they’ve transformed their Customer Experience, navigated organisational silos, and are thoughtfully introducing AI into their processes — without losing that all-important human touch.
If you’re wrestling with legacy systems, struggling to turn CX theory into practice, or figuring out how to scale with AI without alienating customers, this episode is packed with practical tips you can take away today.
And, if you're a regular listener, you'll know this one plays right into one of Ryan’s and my favourite themes: breaking down those silos!
Best Quote From the Episode
“Customer Experience is everyone’s responsibility. It’s not just about Customer Service — it’s about aligning the whole organisation around delivering value at every touchpoint.” — Kamron Kunce, RJ Young
Key Takeaways
✅ CX must be a core business strategy, not a bolt-on function of Customer Service. RJ Young’s “Make It Right Guarantee” puts this principle front and centre.
✅ Map your Customer Journey — and revisit it regularly. Quarterly and annual reviews keep RJ Young’s CX aligned to ever-evolving customer expectations.
✅ Break down silos with transparency. Weekly cross-functional updates and quarterly company-wide video broadcasts ensure alignment across 700 employees and 9 states.
✅ Cross-functional collaboration is critical. Everyone, including Finance and HR, plays a role in the Customer Experience.
How To Make AI Work in the Real World of CX
Episode 406
Saturday, July 19, 2025 • Duration 31:54
In this episode of The Intuitive Customer, Colin Shaw speaks with Andy Traba, VP of Product Marketing at NICE, about the company’s new mission: Creating a NiCE World. This isn’t just a rebranding message — it’s a strategic shift toward unified, proactive, and AI-enabled customer experiences.
Andy and Colin explore why AI alone isn’t enough, the dangers of siloed implementations, and why leading organizations are turning to platforms — not point solutions — to orchestrate connected, emotionally resonant journeys.
If your organization is serious about CX transformation, this conversation provides clear guidance on where to start, what to avoid, and how to align internal functions toward a shared customer strategy.
Quote of the Episode
“The moment you find success with AI, you’ll want more. That’s why you have to start with a platform — not a point solution — so your entire organization can scale, align, and deliver a truly connected experience.”
— Andy Traba, VP of Product Marketing, NiCE
🔑 Key Topics Covered:
NICE’s Global Happiness Index and the emotional impact of service
Why 37% of customers still get stuck in repeat interactions
The risk of siloed AI and “Frankenstack” technology stacks
Platform strategies for AI orchestration and enterprise-wide memory
Proactive service as the new CX battleground
Segment of one personalization and behavioral science applications
AI vs. Human: Are You Making The Right Choice or a BIG Mistake!
Episode 405
Saturday, July 5, 2025 • Duration 30:27
AI is taking over—well, at least some parts of customer service. But how do you know when to automate and when to stick with the good old-fashioned human touch? In this episode, we dive into one of the most crucial decisions organizations are making today: When should you use AI, and when do customers actually need a human?
Spoiler alert: If you let AI handle everything, you might save money—but you could also drive your customers straight to your competitors.
Best Quote from the Episode:
"You don’t want AI handling a $300 million defense contract. ‘Hello! I see you're interested in missile systems. Would you like fries with that?’"
Key Takeaways:
AI Should Enhance, Not Replace – AI can automate routine interactions, but when emotions are high (like fraud issues or complaints), a human is still king.
The Wrong Cost-Cutting Strategy Can Cost You More – AI might save money upfront, but if it frustrates customers, it can drive them away.
Know Your Audience – Some customers love chatbots; others despise them. Testing is critical.
Context Matters – A simple question like checking an account balance? AI can handle it. A frustrated customer dealing with a major issue? Bring in the humans.
AI + Humans = The Winning Formula – Studies show AI-generated emails can be more empathetic than human ones (yes, really!), but the best approach is using AI to support human interactions, not replace them.
Why You Should Listen:
If you’re thinking about rolling out AI across your customer experience, stop and listen to this episode first. We break down the risks, the rewards, and how to make sure you don’t end up with a frustrated customer base ready to rage-tweet about you.
Resources Mentioned
Wall Street Journal Article: Turns Out AI Is More Empathetic Than Allstate’s Insurance Reps
The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things
Episode 404
Saturday, June 21, 2025 • Duration 34:03
How do you grow your revenues without upsetting your existing customers?
In this episode, Colin Shaw and Professor Ryan Hamilton dive into the new book he has written with Anne Wilson, Senior Lecturer at Wharton.
Published by Harvard Business Review Press, the book is called:
The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things
Available here: https://bit.ly/3ZCN2wD
Professor Ryan Hamilton reveal how brand growth often gets derailed not by bad strategy, but by insufficient attention to how your customer segments relate to each other. You may think your audiences are living on separate islands, but spoiler alert: they’re not. They're watching each other, seeing what the other does, and sometimes they don’t like it and will move elsewhere.
From Crocs to Prius to the Bud Light fiasco (and yes, even neo-Nazis in New Balance sneakers), this episode pulls no punches. It’s a fast-paced, funny, and brutally honest look at why many brands fail to grow—and how you can avoid becoming the following cautionary tale.
💥 Best Quote from the Episode:
"If your growth strategy relies on one customer segment not hearing what you're saying to another, it's already a bad strategy." — Prof. Ryan Hamilton
🧠 What You’ll Learn:
Why growth isn’t just about what you offer—it’s about who sees you offering it
The hidden relationships between customer segments and how they impact brand value
Why Bud Light’s attempt to broaden its appeal led to a marketing meltdown
How Crocs turned from a fashion joke to a fashion statement
What to do when the wrong customer segments start adopting your brand
📘 About the Book: The Growth Dilemma 📣 Get Involved
Ryan Hamilton & Annie’s book:The Growth Dilemma – on managing relationships between customer segments.
Brand case studies: Cracker Barrel, Jaguar, Burberry, Kohl’s, Nike, Crocs, Virgin, Michael Kors.
Anti-Dashboard Future: Forget drowning in charts. The next wave is conversational dashboards where you ask questions, and AI gives clear, plain-language answers.
Trust is the Endgame: Customers, agents, and leaders all need to trust the system. Real-time listening, done right, rebuilds that trust.
Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 87,000 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 called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press 2025
Morgan Ward is a former marketing professor and experienced brand consultant, now founder of InsightHive—a behavioral strategy consultancy that helps companies apply consumer psychology to real-world brand challenges. With over 20 years of experience advising clients ranging from start-ups to Fortune 500s and publishing in top academic journals, she’s passionate about decoding the symbolic and cultural forces that shape consumer behavior. Her work focuses on status, identity, and decision-making across sectors like luxury, retail, and tech. Beyond consulting, Morgan serves as an expert witness in branding and advertising litigation, bringing academic rigor to questions of perception, distinctiveness, and influence.
www.acsi.org — Independent benchmark of customer satisfaction in the U.S. since 1994.
About the Hosts:
Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 87,000 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 called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press 2025
Ben Shaw is Chief Strategy Officer at MullenLowe UK, having also led strategy at BBH and worked client-side with fast-growth start-ups Wheely and Unmind. He’s passionate about how brands can challenge culture convention and create ideas people want to spend time with, working on brands like Audi, Google and Burger King. Beyond advertising, Ben champions mental health awareness and rare disease research, drawing on both personal experience and professional curiosity.
Morgan Ward, Ph.D. is a marketing scholar and former professor at Emory University and Southern Methodist University, with over two decades of expertise in consumer behavior and branding. She’s worked with clients ranging from start-ups to global brands, helping them translate behavioral science into strategies that resonate in culture and drive growth. Her academic research explores status, symbolism, and the psychology of consumption, and she has served as an expert witness in federal trademark and trade dress cases. Beyond her academic and consulting work, Morgan is fascinated by how cultural shifts shape what people desire, and how brands can both reflect and influence those desires.
✅ Thoughtful use of AI is the future. RJ Young is leveraging AI to improve backend data insights and operational efficiency, without removing the human element that drives loyalty.
✅ CX + Culture go hand in hand. Embedding CX into your company culture is essential for sustainable success.
Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 87,000 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 called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press 2025
Connect with Andy Traba on LinkedIn - https://www.linkedin.com/in/andrew-traba-a75a1b3/
About the Hosts:
Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 87,000 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 called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press 2025
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.
How to spot leader–follower segment dynamics and use them to scale
Practical questions to ask before you launch a growth strategy
Ryan’s new book with Annie Wilson is out now! Published by Harvard Business Review Press, The Growth Dilemma explores how inter-segment conflict affects brand growth and what to do about it. It’s innovative, practical, and unlike anything else out there.
Buy it now: https://bit.ly/3ZCN2wD
If you're leading a brand, managing customer segments, or thinking about how to grow, this episode is for you.
Reach out to Ryan on LinkedIn if you're interested in:
Workshops
Keynotes
Or just picking his brain over a coffee (virtual or otherwise)
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 book 'The Intuitive Customer'. 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 featured in major media outlets, including 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 called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things.” Harvard Business Press 2025.
