The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth  By  cover art

The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth

By: Colin Shaw Beyond Philosophy LLC
  • Summary

  • 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". Visit www.BeyondPhilosophy.com
    Beyond Philosophy LLC
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Episodes
  • Revealed! The Silver Bullet of How to Improve Your Customer Experience
    Mar 23 2024

    "What's the one thing we need for a stellar Customer Experience?"

    If we had a dollar for every time clients asked us this, we’d, well, have quite a few dollars.

    The question is understandable. This unspoken desire for a silver bullet solution echoes across industries. We all want a silver bullet solution that will fix our problems, whether for weight loss, financial growth, or, in Colin’s case, for playing the guitar.

    The problem is that there isn’t one for CX improvement. Or guitar, frankly. Achieving mastery in guitar isn't about shortcuts—it's about hours and hours of practice. Likewise, crafting a remarkable CX demands dedicated effort, not a quick fix. Yet, the allure of a silver bullet persists.

    The quest for a single, transformative action stems from a human penchant for simplicity, urgency for instant results, and an aversion to complexity. Many wish to sidestep the nuanced challenges of CX improvement, preferring an easy remedy. It's a journey fueled by a lack of CX expertise, feeling overwhelmed by the myriad CX considerations, and the appeal of past CX success stories with simple solutions.

    In this episode, we explore seven reasons we want silver bullet solutions. Perhaps more importantly, we offer a realistic perspective on embracing the truth: CX improvement demands dedication and a holistic approach. By understanding the reasons behind the silver bullet mindset, businesses can navigate their CX journey with a clearer understanding and realistic expectations.

    In this episode you will discover:

    • Why our psychology drives us to crave straightforward solutions, overlooking the intricacies of CX enhancement.

    • How our love for immediate results fuels the search for quick fixes and why we shy away from the multifaceted challenges in CX, seeking simplified remedies.

    • What guitar solo Colin would play if he had a magic wand, or, magic guitar pick.

    • The influence of exceptional cases and how they reinforce the belief in silver bullet solutions.

    • How our old pal Risk Aversion weighs in by leading us to seek shortcuts instead of embracing comprehensive CX strategies.

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    31 mins
  • Master the Art of Staying Cool: 5 Rules to Handle Customer Crises
    Mar 16 2024

    You will have a customer crisis. We apologize for being so direct, but the fact is customer crises are inevitable. When it does happen, will you be able to navigate it to an acceptable outcome? Do you have a comprehensive approach?

    We doubt it. Few organizations do.

    Most think a customer crisis isn’t going to happen to them or that they will be able to manage it when it does with their business-as-usual approach.

    They are wrong. It will, and they won’t.

    Others think they do have a plan, even if they came up with it when the main method of communication with customers was some form of physical correspondence. They have it in a binder on a shelf back by the disconnected fax machine, just above paper files and right next to their Blackberry charger.

    To be fair, they do have a plan, technically, but it lacks relevancy and will probably result in winging it at the moment of crisis.

    When it comes to customer experience, even the best-managed companies encounter challenges. The inevitability of a customer crisis necessitates a proactive approach, emphasizing the art of staying composed in the face of adversity. In this pursuit, five fundamental rules emerge to guide organizations through the intricate landscape of customer crises.

    We share these rules and why they will help in this episode. The journey through customer crises demands a holistic and proactive approach. By embracing these rules, organizations can navigate the complexities of customer crises with composure, transparency, and a commitment to continuous improvement.

    Here are some of the things you will learn:

    • Starting with the obvious, we make the case that a well-thought-out plan is essential in managing customer crises effectively and that you likely have the foundations of one built already in your present customer service scheme.

    • We share how reminding cruise passengers a watery death on the journey is a possibility by having an evacuation drill upon leaving port is a great way to start the cruise experience—and a relationship built on trust.

    • We explain how actively listening to customers and showing empathy is critical to maintaining composure during a crisis, especially for frontline employees, who face the barrage of raw, disappointed customer emotions first.

    • Why news should always be shared, good or bad, and that transparency and honesty take precedence over withholding information during a crisis.

    • The essential nature of reviewing the whole problem, what you learned, and how you plan to avoid it happening again in the future will move your customer relationships forward in a positive way once the negative incident is behind you.

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    29 mins
  • Overcoming Gridlock in Decision Making: Unraveling the Paradox of False Consensus
    Mar 9 2024

    Have you ever come across the Abilene Paradox? It's when everyone agrees to do something that no one really wants to do.

    Jerry B. Harvey coined "The Abilene Paradox" based on a family incident. They ended up driving 50 miles each way across the scorching Texas desert to Abilene for dinner, even though none of them wanted to go. They all thought everyone else wanted to go, so they reluctantly agreed. Politeness led them to a hot, dusty adventure that none of them enjoyed.

    This reminded me of a recent experience. I had plans with friends, but as the weekend neared, I wasn't up for it. I decided to bow out and texted the group. Surprisingly, many others in the group thanked me for speaking up because they didn't want to go either. It made me wonder who initiated the plan in the first place.

    In work settings, I recall something similar. I remember being in meetings where the boss suggested something not so great. Nobody spoke up because, well, the boss is the boss. Challenging the boss could make someone look foolish, so everyone went along. This conformity can lead organizations down a problematic path.

    So, what can you do to avoid the Road to Abilene?

    This episode explores how to avoid such situations in your organization. The good news is there are effective ways to manage it, with strong leadership and a robust communication process being crucial.



    In this episode, you will also learn:

    • The various reasons we find ourselves in such situations that often involve avoiding conflict, fearing consequences, or having poor communication systems within the team.

    • How to encourage open communication and foster an environment where team members feel safe expressing their opinions without fear of backlash.

    • What the benefits are of constructive dissent, where leadership encourages team members to voice differing opinions and ideas, leading to better decisions and avoiding the pitfalls of silent conformity.

    • Which essential leadership skills matter most here, and why there is value in listening to diverse perspectives

    • The specific strategies organizations can use to avoid falling into the Abilene Paradox trap, ensuring that decisions and plans are based on genuine agreement and understanding.

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    29 mins

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