Best Customerbehavior Podcasts (2025)

1
🎉 400th Episode Of The Intuitive Customer Podcast! - These Are Our Biggest CX Lessons 33:06

3d ago33:06

33:06

Eight years, 750,000 downloads, and 400 episodes later, The Intuitive Customer is celebrating this major milestone! In this episode, Colin Shaw and Professor Ryan Hamilton reflect on what has changed in customer experience over the years and share their biggest learnings. 📊 The Reality of Podcasting: Podcasting is booming, with 546 million listener…

1
How Your Customers Judge You Before You Even Open Your Mouth 29:53

17d ago29:53

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 …

1
10 Proven Ways Guaranteed To Build Trust In Your Customers! 29:10

1M ago29:10

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…

1
Why Short-Form Content & Thinking is Destroying Your Customer Experience And Your Career. 30:49

1M ago30:49

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 explor…

1
Tiny Tweaks That Can Have a BIG Effect (And Why They Sometimes Don’t) 29:39

2M ago29:39

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 influ…

1
The Psychology Of Discounts: Are You Inadvertently Training Your Customers? 29:18

2M ago29:18

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…

1
7 Ways To Break Organizational Silos; The Silent Killer Of Customer Experience 29:53

2M ago29:53

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…

1
Psychological Pricing: 7 Practical Tips You Can Use Today to Boost Sales 37:03

2M ago37:03

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.…

1
How to Evoke Emotions That Make Customers Come Back for More 35:03

3M ago35:03

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 ha…

1
Silence Is Killing Your Business: The Innovation Cost of Quiet Teams 35:31

3M ago35:31

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 te…

1
10 Career Lessons You Need to Thrive in 2025 32:42

3M ago32:42

32:42

Episode Summary 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 thriv…

1
Breaking the Routine: How to Help Customers Form New Habits 27:06

3M ago27:06

27:06

Episode Summary In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton delve into the fascinating world of customer habits. Colin shares his recent experiences shopping at Publix, Aldi, and Whole Foods, uncovering how deeply ingrained habits shape our decisions as customers. The discussion explores the psychology behind h…

1
Tariffs, Technology, and Trends: What 2025 Means For You and Your Customers 31:57

4M ago31:57

31:57

Episode Summary In this episode of The Intuitive Customer, Colin Shaw and Ryan Hamilton dive into the predictions shaping 2025 and their implications for customer experience. From economic uncertainty and its emotional impacts to the rise of AI in search behavior, they explore how these trends will influence customer decisions and business strategi…

1
5 Ways You Can Tell When You Are Being Ripped Off! ...And What To Do About It! 26:08

4M ago26:08

26:08

Quote of the Episode "If something feels off, it probably is. Trust your instincts and push for clarity—because informed customers are empowered customers." Episode Summary In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton discuss the all-too-common experience of feeling ripped off. Drawing on Colin’s personal experi…

1
Discover the key insight from 2024 and a plan for how to progress in 2025! 22:22

4M ago22:22

22:22

Episode Summary: In this special end-of-year episode, Colin Shaw and Professor Ryan Hamilton reflect on 2024, sharing personal and professional lessons learned throughout the year. The conversation dives into themes of resilience in both life and customer experience, the vital role of community, the need for balance, and the hype surrounding AI. Ke…

1
Here is How to Get Your Organization to Be More Customer-Centric 33:08

4M ago33:08

33:08

We are frustrated. Despite years of effort across industries, customer satisfaction has only seen marginal improvement since the 1990s. By marginal improvement, we mean it went up four points. That’s right, four. This stagnation suggests a need for deeper cultural and operational changes to prioritize customer experiences truly. Our discussion in t…

1
How to Avoid Conflict Between Your Customer Segments to Gain Growth 41:00

5M ago41:00

41:00

Growth is essential for businesses. However, new customers with varying needs, preferences, and identities often accompany growth. Worse, these new customers can annoy or alienate your current customers. So, how do you grow without making your current business blow? Today, we explore the central challenge of growth: expanding your customer base wit…

1
When Is The Right Time To Implement A Customer Loyalty Scheme? 35:55

5M ago35:55

35:55

Deborah has a pickle. She is considering implementing a Loyalty Scheme but isn't sure when and how to do so. She thought we could help. We can help. The first question, then, is easy. Now. These things work. They don't create real loyalty, but they get people to keep buying from you, giving you more chances to earn loyalty. It's the second question…

1
Why Do Customers Tell Me One Thing But Give Me Feedback That Is Different? 25:48

5M ago25:48

25:48

Why do customers tell you everything is fine when you ask them face-to-face but then give you a less-than-optimal rating later in a survey? Is everyone duplicitous, or are customers stricken with experience amnesia as soon as they make it to the car park? It turns out that it is neither a character flaw nor a medical condition that causes it. We ex…

1
Why Government Regulation of Some Aspects of a Customer’s Experience is a Good Thing 28:08

5M ago28:08

28:08

Let's talk about government and Customer Experience. It might surprise you that government and Customer Experience have a tighter relationship than you think. Many organizations, particularly in the private sector, recognize the importance of providing great experiences to keep customers satisfied and loyal. But should governments do the same for t…

1
Are We Reaching a Turning Point in the AI Hype Cycle? 26:50

5M ago26:50

26:50

Taking unproven routes can lead to exciting new possibilities. However, it could also lead to potential failure. That's what makes life interesting, isn't it? Optimistic thinking has led to groundbreaking achievements, like the moon landing in the 1960s. However, it's important to strike a balance between hope and realism. In today's episode, we ex…

1
How Acting on Case Studies Can Irrevocably Damage Your Career 27:36

6M ago27:36

27:36

Over the course of three years, Maersk Line improved its Net Promoter Score (NPS) by an impressive 40 points, resulting in a 10% increase in shipping volumes. Even more remarkable, this growth occurred during a global shipping decline. But can other companies replicate Maersk’s success? Or are case studies like this more cautionary tales than roadm…

1
The Three Most Exciting Pieces of Research That No One Knows About! 34:53

6M ago34:53

34:53

If there is one thing that academics know how to do, it’s publish new research. It seems that umpteen studies are published every hour. It can be overwhelming to keep up with it all. So, we undertook it to help you with this week’s episode. We explore three fascinating studies in the realm of consumer behavior with insights from Dr. Morgan Ward, a …

1
The Powerful Influence Superstition Plays in Customer Decision-Making 26:47

6M ago26:47

26:47

Colin doesn’t sit in aisle 13 when he flies on an airline. It’s silly but true. He also fancies his red knickers on days when he is speaking in front of large crowds. While this errs on the side of too much information, it also foretells the topic of this week’s episode: superstitions and how they influence our decisions as customers and otherwise.…

1
My House Was Recently Flooded! This Taught Me How to Treat Customers in Distress 35:47

6M ago35:47

35:47

Hurricane Debbie dumped 17 inches of water in Colin's home. It was a traumatic experience, from wading through the murky water to the neighbor’s house—hoping not to encounter the alligators that usually hang out nearby—to watching a team of 12 recovery professionals sweeping through and gutting what remained inside after the water subsided. The exp…

1
Discover The Secret of How to Gain Actionable Customer Insights 34:22

7M ago34:22

34:22

Customer feedback is critical to managing and improving your customer experience but it isn’t easy to get. Worse, it isn’t always useful and enlightening on what you are doing well, or perhaps more importantly, not so well. In this episode, we tackle a common problem many businesses face: how to get more actionable customer feedback. Our guest, Tim…

1
Great Tips on How to Run a Successful Workshop and Motivate Your Audience 34:18

7M ago34:18

34:18

One of the benefits of being in business and academia for years is that we have a lot of experience running workshops. This episode is a brain dump of all the stuff you won’t learn in a book but is critical to the successful outcome of your program. The first and perhaps most critical step is breaking the ice. By setting a relaxed and open tone, yo…

1
Managing Rising Customer Expectations With Limited Resources 27:45

7M ago27:45

27:45

Claire Dunwood has a pickle. She wants to know how to manage rising customer expectations with fewer resources than she used to have. This episode seeks to help her—and you—do exactly that. It’s pretty common to hear problems like this today. Responding to rising expectations is easy when there is no limit to the resources you can throw at it. Doin…

1
Personalization with Graham Hill 39:28

7M ago39:28

39:28

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 exper…

1
Why People Make So Many Crazy Excuses and What This Means for You 28:27

8M ago28:27

28:27

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…

1
Is Marketing Ethical? A Deep Dive into Scarcity Tactics and Ethics 33:17

8M ago33:17

33:17

In this episode, we tackle a thought-provoking question from one of our listeners: Is it ethical to use urgency as a marketing tactic? This question sparked a deep conversation about the ethics of digital marketing, particularly the use of scarcity to drive sales. We feature insights from Daniel Bisett, partner and CXO at WeRock DM, and Marketing P…

1
Is Empathy Over-Hyped? What is Its Role? Why Bother? 31:02

8M ago31:02

31:02

In this episode, we dive deep into the concept of empathy and its significance in Customer Experience Management. We challenge common perceptions of empathy, explore its connection to emotional intelligence, and examine how both concepts can enhance your experience management efforts. We begin with a discussion on the importance of Emotional Intell…

1
Rules To Help You Decide When To Fire Your Customers To Increase Profit 31:55

8M ago31:55

31:55

In this episode, we challenge the conventional wisdom of customer-centricity and discuss why firing a customer is sometimes necessary. While it may seem counterintuitive, knowing when to let go of a customer can benefit your business in the long run. We outline five critical rules to help you determine when it's time to part ways with a customer: R…

1
How Do We Marry AI And The Human Interaction To Create A Great Experience? 32:26

8M ago32:26

32:26

In this episode, we explore the role of AI in customer experiences and whether it will replace human interaction. Ali Cudby, CEO of Alignment Growth Strategies, shares insights on leveraging AI to build customer relationships effectively. We discuss practical AI tools that enhance customer experiences and streamline efficiency. There are a couple o…

1
Friction in Customer Experience is Not Always a Bad Thing; Here's Why 35:46

9M ago35:46

35:46

Friction occurs when a customer has to work or think hard during an experience. Many times, friction is accidental or the result of organizational apathy. In these instances, friction is a bad thing. Friction is rarely a good thing in a Customer Experience. However, there are times when it can be beneficial. For example, when your bank uses two-fac…

1
Why Trades People Have Such A Poor Reputation And What To Do About It 25:31

9M ago25:31

25:31

Colin has a bone to pick. No, it's not with cable providers this time. It's with the tradespeople involved in his latest home reno project. They are living up to the poor reputation that precedes them, and he has a list of complaints. Key problems included inaccurate pricing, disdain for previous workers' efforts, lack of collaboration, excessive u…

1
Unleash the Amazing Power of Mental Models to Decode Customer Behavior | Master Class Part 8: Unlocking the Psychology of Customer Experience 32:02

9M ago32:02

32:02

Did you ever have an imaginary friend? If so, you already have a leg up on this week’s episode. Chances are you created a mental model of your imaginary friend and could predict with 100 percent accuracy how they might react to a given situation. A mental model is a detailed creation of an imaginary customer that helps you determine how a real-life…

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How to Boost Productivity and Morale by Eliminating Workplace Friction 35:46

9M ago35:46

35:46

You know that friction in a Customer Experience is a problem that needs fixing. However, do you have that same perception of workplace friction? If you feel the friction at work, you probably do. But if you don't, you likely think little of it, if at all. Doing work for money requires a certain amount of friction, right? However, if the friction im…

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How to Understand Your Customers Hidden Motivations to Gain ROI Sub Title: Master Class Part 7: Unlocking the Psychology of Customer Experience 28:38

10M ago28:38

28:38

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 mastercla…

1
As a Boardroom Veteran, Here Are My Secrets of Gaining C-Suite Support 28:08

10M ago28:08

28:08

Sanjay Patel faces a challenge many of us can relate to: how to get senior executives to buy into your program. Dealing with senior management can be nerve-wracking, as I learned twenty years ago when my heart rate spiked during a presentation to the CEO and C-suite. Today, I've mastered strategies for these situations. In this episode, we discuss …

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How We Weigh Risk In Buying Decisions, The Answer Is Counter-Intuitive. Master Class Part 6: Unlocking the Psychology of Customer Experience 25:39

10M ago25:39

25:39

This episode is the sixth in an eight-part series on Unlocking the Psychology of Customer Experience. Here, we explore the psychology we have regarding how human beings deal with predicting unpredictable outcomes. The discussion focuses on biases that influence how people perceive and assess probability and risk, impacting their judgment and decisi…

1
The Surprising Truth About Economic Decision-Making: Why Your Logic Might be Flawed. Masterclass Part 5: Unlocking the Psychology of Customer Experience 29:25

10M ago29:25

29:25

Regarding Customer Experiences and the behavioral sciences, there is seldom only one thing happening at a time. There are usually a lot of things happening at once. This masterclass episode, the fifth in a series of eight, explores economic biases and how they create flaws in our decision-making logic. For example, one key bias discussed is the Sun…

1
Is Surge Pricing a Game-Changer or Deal-Breaker for Customers? 30:28

11M ago30:28

30:28

Surge pricing, a form of dynamic pricing, involves raising prices during spikes in demand to balance supply and demand. It is a rational economic solution to manage demand effectively, but it can generate negative emotions among consumers who feel they're being unfairly charged. Surge pricing is a specific flavor of dynamic pricing or, depending on…

1
Your Mood Has a Massive Effect on Your Decision Making. Here’s why. 31:21

11M ago31:21

31:21

Various motivational biases and emotions shape customer experiences, emphasizing the need for a holistic approach to designing experiences. For example, the customer’s mood significantly impacts the customer’s decision-making processes. Today's discussion highlights why understanding the customer’s mood and managing customer emotions helps you achi…

1
The AI Race Is On! Get Ahead By Avoiding These Surprisingly Simple Mistakes 35:22

11M ago35:22

35:22

This has been created in partnership with NICE. AI is a significant development in experience management, but many organizations need help with its implementation. While experimenting with AI, like ChatGPT, offers a glimpse of its potential, it's challenging to understand how AI fits into the broader tech stack and business systems. In today’s epis…

1
Proven Strategies to Harness Social Influence for Increased Customer Sales 32:56

11M ago32:56

32:56

A Master Class Part 3: Unlocking the Psychology of Customer Experience In the third episode of our Master Class series on the Psychology of Customer Experience, we delve into how other people influence our behavior. Understanding these theoretical dynamics is practical, empowering you to design effective Customer Experiences. Robert Cialdini's rese…

1
Big Mistake: Making AI Your Autopilot Rather Than Your Co-Pilot in Your CX 31:04

12M ago31:04

31:04

Quality assurance is crucial in Customer Experience Management, and assessing call center operations provides valuable insights into an organization's customer-centricity. The subject of today’s episode is the result of our None of Use is Clever as All of Us feature. One of our listeners, Jamie Scott of Evaluagent shared his thoughts on Quality Ass…

1
How Memories Build Lasting Customer Relationships 29:41

12M ago29:41

29:41

A Master Class Part 2: Unlocking the Psychology of Customer Experience In this episode, we continue exploring the psychology behind Customer Experience, focusing on the role of memory. Customer loyalty hinges on how memories are formed and retained. Therefore, understanding memory formation is crucial for designing impactful experiences. Memory for…

1
Why Customers Make Instant Decisions And How To Effect it 29:51

12M ago29:51

29:51

A Master Class: Unlocking The Psychology of Customer Experience With this episode, we begin an eight-part series exploring customer behavior and the psychology that drives it. Each part will delve into the various psychological aspects of Customer Experiences, offering practical advice on understanding and influencing them. Our focus today is on wh…

1
How to Use Psychology to Build Customer Loyalty That Creates ROI 30:52

1y ago30:52

30:52

In this episode, Colin and Ryan tackle a listener's question about the psychology of customer loyalty, delving into its emotional and relational aspects. Loyalty, they explain, goes beyond mere repetition of behavior; it is rooted in deep emotional attachment and often requires sacrifice. Drawing parallels to personal experiences, such as loyalty t…

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