Have you ever said “thank you” to a chatbot or Chat GPT? Well, you’re not alone—and you might just be weirder than you think. It turns out AI can be more empathic than people. But what do Customers think of AI experiences? Academic research reveals the answers we discuss in this show. 

In this special live-recorded episode from the SOCAP Conference, Colin Shaw and Professor Ryan Hamilton explore the psychology behind how customers actually feel about AI—and what that means for your customer experience.

Ryan dives into the latest academic research on AI trust, customer behaviour, and why people treat AI like it’s part of the cast of Friends. Meanwhile, Colin keeps things grounded with real-life examples with his usual “so what?” test.

What You’ll Learn in This Episode:

 * Why 50% of customers trust companies less when they know AI is involved

 * How AI literacy backfires (the more people understand it, the less they use it!)

 * The subtle “outgroup” bias customers apply to AI systems

 * Why hedonic recommendations (like chocolate) must come from humans

 * How one bad AI interaction can poison the well for all future ones

 * What the hell “personification” means—and why it matters for your brand

 * The surprising emotional tension behind AI adoption (it’s empowering and scary)

Best Quote from the Episode:

“AI isn’t human, but customers treat it like it is—and that means it’s being judged by human standards. If it screws up once, they’ll remember. And they’ll blame all AI for it.” – Professor Ryan Hamilton

Resources Mentioned

This podcast is sponsored by SOCAP International and IA Solutions, who are both as passionate about improving customer experience as we are.

SOCAP: https://socap.org/

IA Solutions: https://iacallcenter.com/ 

Research References:

 * Castelo, Noah, Maarten W. Bos, and Donald R. Lehmann (2019), “Task-Dependent Algorithm Aversion,” Journal of Marketing Research, 56 (5), 809-825.

 * Dietvorst, Berkeley J., Joseph P. Simmons, and Cade Massey (2015), “Algorithm aversion: people erroneously avoid algorithms after seeing them err,” Journal of Experimental Psychology: General, 144, 1, 114.

 * Hermann, Erik, and Stefano Puntoni, (2024), “Artificial intelligence and consumer behavior: From predictive to generative AI,” Journal of Business Research, 180, 114720.

 * Ipsos (2022), “Global opinions about AI – January 2022, https://t.ly/qyyEI [https://urldefense.com/v3/__https://t.ly/qyyEI__;!!LIr3w8kk_Xxm!pgGA2Bab6by4QkWbui-7TZrQtjT-fLTU53g7_2tVcIOjQnYEDk1VC2Ar7Fd2h2V1KFjw8KKHtSjbpphc1e9tkWkI$]

 * Longoni, Chiara, and Luca Cian (2022), “Artificial Intelligence in Utilitarian vs. Hedonic Contexts: The “Word-of-Machine” Effect,” Journal of Marketing, 86 (1), 91-108.

 * Puntoni, Stefano, Rebecca W. Reczek, Markus Giesler, and Simona Botti (2021), “C

What Customers Really Think About Your AI Experience: Academic Research Reveals the Truth.

How happy are you when you buy auto insurance? If your answer is anything other than thrilled, you’re not alone. In fact, years ago, a UK insurance company tried to convince us otherwise with their tagline “Quote Me Happy.” Spoiler alert: Nobody was happy.

This raises a fascinating question: What role does advertising play in the customer experience, and why is there such a massive disconnect between the ads we see and what we actually get?

In this episode, Colin Shaw and Professor Ryan Hamilton dive deep into the Great Expectation Gap—and they’ve brought in a special guest: Ben Shaw, Chief Strategy Officer at MullenLowe (and, fun fact, Colin’s son). It turns out that years of heated Sunday lunch debates on advertising vs. CX have led to this moment! 🍽️

Together, they explore why marketing often sets unrealistic expectations, how brands can align advertising with reality, and why great advertising can only work if the customer experience delivers on the promise.

💡 Tune in to discover: ✅ Why customers feel frustrated when reality doesn’t match advertising promises ✅ The power of the word "BUT" in advertising and how it reveals hidden customer tensions ✅ The real reason marketing and CX teams aren’t on the same page—and how to fix it ✅ How Apple mastered the art of aligning advertising and customer experience ✅ Why spending more on advertising won’t solve a broken CX (no matter how creative the campaign is)

Best Quote from the Episode:

The Brand makes the promise in the Market, the Customer Experience should deliver against that promise. — Colin Shaw

 Resources Mentioned

Ben Shaw LinkedIn: https://www.linkedin.com/in/benshawuk/

'Brand Ben' on Tik Tok: https://www.tiktok.com/@benshaw37?_t=ZN-8ujJORxL3SQ&_r=1

Mullen Lowe: https://www.mullenlowe.co.uk/

 About the Hosts:

Colin Shaw is a LinkedIn 'Top Voice' [https://www.linkedin.com/newsletters/6592050440320368642/] 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 [https://beyondphilosophy.com/] 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 [https://beyondphilosophy.com/podcasts/]'—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 [https://www.linkedin.com/in/colinrjshaw/].

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. [http://linkedin.com/in/ryan-hamilton-49b3321]

Subscribe & Follow

Apple Podcasts [https://podcasts.apple.com/gb/podcast/the-intuitive-customer-helping-you-improve-your/id1319228135]

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#CustomerExperience

The Brand Builds The Promise; Customer Experience DOES NOT Deliver! Why?

Episode Summary:

Everyone’s talking about AI like it’s some kind of CX fairy godmother—“Bibbidi-bobbidi-boo! Your NPS just went up 50 points!”

Spoiler alert: it doesn’t work like that.

In this episode, Colin and Ryan are joined by Frederic Durand, CEO of Diabolocom, and Collin D. Ehret, Senior Enterprise Sales Director (yes, another Collin… brace yourself), for a no-fluff, practical, and slightly irreverent discussion about what it really takes to implement AI in your customer experience.

Diabolocom

Website: https://www.diabolocom.com/ 

LinkedIn: https://www.linkedin.com/company/diabolocom/

Frederic Durand

LinkedIn: https://www.linkedin.com/in/fpdurand/ 

Collin D. Ehret  [https://www.linkedin.com/in/collinehret/overlay/about-this-profile/?lipi=urn%3Ali%3Apage%3Ad_flagship3_profile_view_base%3BzAKMr5t0QA6OFBuN0f0eQg%3D%3D]

LinkedIn: https://www.linkedin.com/in/collinehret/ 

 

This is a must-listen if you're wondering:

 * Why most AI deployments stall before takeoff

 * How to avoid drowning in customer data

 * Why your silos are killing your CX

 * And how AI can actually make your human interactions better

You’ll hear real-world examples, hard-earned insights, and maybe even a laugh or two (two Colins on one podcast—what could go wrong?).

🔥 Best Quote from the Episode:

“AI isn’t a magic wand. If your process is a mess, AI will just make it a faster, more expensive mess.” — Frederic Durand, Diabolocom

🎯 Key Takeaways:

 * Start small, think big: The best AI implementations begin with narrow, clearly defined use cases—not a 3-year transformation plan with 47 KPIs.

 * Data is your foundation: If your data isn’t clean, your AI won’t be either. Garbage in = garbage out, just faster and more confidently wrong.

 * Break the silos: AI can’t fix your customer experience if Marketing, IT, and Customer Service are all playing in separate sandboxes.

 * Empathy still wins: When AI takes care of the boring stuff, your humans can focus on being... well, human. And that’s what customers remember.

 * Vendors should act like partners: Don’t buy tools. Build relationships with people who’ve seen the battlefield—and won.

About the Hosts:

Colin Shaw is a LinkedIn 'Top Voice' [https://www.linkedin.com/newsletters/6592050440320368642/] 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 [https://beyondphilosophy.com/] 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 [https://beyondphilosophy.com/podcasts/]'—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker.

AI Won’t Save Your Customer Experience—But This Might...

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 listeners worldwide.

 * 47% of the U.S. population (12+) listens to a podcast at least once a month.

 * Podcast ad spending is projected to hit $4.02 billion in 2024.

 * But here’s the kicker:

    * 50% of podcasts die after three episodes.
   
    * Only 20% make it past 10 episodes.
   
    * Most don’t last three years.

💡 We are in the top 2% of all podcasts globally—thanks to you, our listeners!

Key Takeaways

“Customer experience isn’t just about the experience—it’s about the memory of the experience. People don’t remember every detail; they remember the peak and the end. If you’re not designing for memory, you’re missing a massive opportunity.”

🏆 The Big Customer Experience Lessons from 400 Episodes: 🔹 1. CX is Still a Work in Progress (And That’s a Problem) 🔹 2. Memory Matters More Than You Think 🔹 3. Behavioral Science is the Secret Sauce (That Many Ignore)

 

Resources Mentioned

MasterClass Series: https://beyondphilosophy.com/why-customers-make-instant-decisions-and-how-to-effect-it/

Memory Mini-Series: https://beyondphilosophy.com/our-behavior-is-motivated-by-what-we-recall-so-how-are-memories-formed-memory-mini-series-1-3/

 

About the Hosts:

Colin Shaw is a LinkedIn 'Top Voice' [https://www.linkedin.com/newsletters/6592050440320368642/] 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 [https://beyondphilosophy.com/] 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 [https://beyondphilosophy.com/podcasts/]'—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 [https://www.linkedin.com/in/colinrjshaw/].

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 Link [http://linkedin.com/in/ryan-hamilton-49b3321]

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

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' [https://www.linkedin.com/newsletters/6592050440320368642/] 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 [https://beyondphilosophy.com/] 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 [https://beyondphilosophy.com/podcasts/]'—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 [https://www.linkedin.com/in/colinrjshaw/].

Ryan Hamilton is a Professor of M

How Your Customers Judge You Before You Even Open Your Mouth

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.

About the Hosts:

Colin Shaw is a LinkedIn 'Top Voice' [https://www.linkedin.com/newsletters/6592050440320368642/] 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 [https://beyondphilosophy.com/] 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 [https://beyondphilosophy.com/podcasts/]'—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 [https://www.linkedin.com/in/colinrjshaw/].

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: Mana

10 Proven Ways Guaranteed To Build Trust In Your Customers!

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' [https://www.linkedin.com/newsletters/6592050440320368642/] 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 [https://beyondphilosophy.com/] 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 [https://beyondphilosophy.com/podcasts/]'—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 [https://www.linkedin.com/in/colinrjshaw/].

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. [http://linkedin.com/in/ryan-hamilton-49b3321]

Subscribe & Follow

Apple Podcasts [https://podcasts.apple.com/gb/podcast/the-intuitive-customer-helping-you-improve-your/id1319228135]

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Why Short-Form Content & Thinking is Destroying Your Customer Experience And Your Career.

🔹 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' [https://www.linkedin.com/newsletters/6592050440320368642/] 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 [https://beyondphilosophy.com/] 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 [https://beyondphilosophy.com/podcasts/]'—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 [https://www.linkedin.com/in/colinrjshaw/].

 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. [http://linkedin.com/in/ryan-hamilton-49b3321]

 

👉 Listen now on Apple Podcasts [https://chatgpt.com/g/g-p-67603cc8dc0c8191a23b368c8ee1833b-li-newsletter/c/679e2a6d-d92c-800f-926f-28fa07d9ce6a], Spotify [https://chatgpt.com/g/g-p-67603cc8dc0c8191a23b368c8ee1833b-li-newsletter/c/679e2a6d-d92c-800f-926f-28fa07d9ce6a], or your favorit [https://chatgpt.com/g/g-p-67603cc8dc0c8191a23b368c8ee1833b-li-newsletter/c/679e2a6d-d92c-800f-926f-28fa07d9ce6a]

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

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?

✅ 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.

Why You Should Listen:

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' [https://www.linkedin.com/newsletters/6592050440320368642/] 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 [https://beyondphilosophy.com/] 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 [https://beyondphilosophy.com/podcasts/]'—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 [https://www.linkedin.com/in/colinrjshaw/].

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

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

🚀 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:

"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' [https://www.linkedin.com/newsletters/6592050440320368642/] 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 [https://beyondphilosophy.com/] 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 [https://beyondphilosophy.com/podcasts/]'—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 [https://www.linkedin.com/in/colinrjshaw/].

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 l

7 Ways To Break Organizational Silos; The Silent Killer Of Customer Experience

We believe you should laugh and learn! 'The Intuitive Customer' podcast achieves this. Hosted by Colin Shaw, recognized as a global influencer on Customers, and Prof. Ryan Hamilton, Emory University discusses how you can improve your Customer Experience and gain growth. This review sums it up: "The dynamic between the two hosts absolutely makes this podcast. Each brings a unique take on the topic, their won perspective, and play off each other sense of humor. I come away after each episode with a feeling of joy and feeling a bit smarter". It is brought to you by Beyond Philosophy through our consultancy, training, and market research. Visit BeyondPhilosophy.com

Colin Shaw

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