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

Did you know that customer satisfaction scores are the lowest they have been in the past 15 years? It's true, and you can't blame it all on COVID, although there is some blame to be cast there. Per the American Customer Satisfaction Index (ACSI), only 30 percent of companies tracked by ASCI improved their score; that means 70 percent didn't, and that's alarming. It's also one of seven significant lessons that 2021 taught us. This new year also coincides with the 20th anniversary of me founding my global Customer Experience Consultancy, Beyond Philosophy and publishing my first book on the subject, Building Great Customer Experiences (Palgrave Macmillan, 2002). Things have changed since then, but one thing that hasn't is that people want exceptional experiences that meet (or exceed) their expectations—and organizations need to deliver them. In this episode, we explore the seven things we learned professionally and personally in 2021 and what they mean for your customer strategy in 2022. Spoiler alert: it means that everything is changing. Again. Key Ideas to Improve your Customer Experience Twenty years ago, all the signs around me pointed to the next big thing in business: Customer Experience. However, the influence of Customer Experience is waning now, making way for something new: Customer Science. Customer Science is the blend of Artificial Intelligence, customer data, and the behavioral sciences, and just like its predecessor Customer Experience, it has outstanding implications for your customer strategy. Here are a few key moments in the discussion: 04:52 Ryan kicks off the professional lessons learned this year with the realization that changing challenges is the reality of the business environment today and how to respond to it. 06:43 Colin explains how uncertainty is something human beings do not process well, and it leads to customer behavior that reflects the behavioral science theory of Loss Aversion. 10:26 Colin explains that Customer Experience is getting absorbed into a larger, more influential concept poised to change the business world, Customer Science. 12:45 Colin shares shocking statistics from the American Customer Satisfaction Institute Index. 15:06 Ryan and Colin discuss what is happening to Customer Experience and how it is the cycle of things in business. 17:05 Colin explains how some companies succeeded in improving their customer satisfactions scores. 19:03 Ryan shares that his personal learning in 2021 was about work/life balance and that he thinks little improvements in areas of his life lead to more improvements down the road. 22:10 Colin talks about his weight loss journey and how a jolt to his bad habits in his personal life demonstrates what often needs to happen in the business world. Please tell us how we are doing! Complete this short survey. Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University. Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers. Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more. How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

When I was 25, my mum was proud of the fact that we had never discussed the verity of Father Christmas, which, of course, is not in question. She wanted that story to be a part of my life, so she made sure it was, well into adulthood. I have continued the tradition with my kids. Father Christmas, the story of a toymaker that brings love and joy to children all around the world has been in effect at the Shaw house for over 30 years. Now, we are indoctrinating the grandkids as well. Storytelling as a form of persuasion and communication is unparalleled, whether it is about Father Christmas (aka Santa Claus) or an example about whether Disney Theme Park Guests want to eat a salad while visiting the park (spoiler alert: they don't). In this episode, we discuss the power of storytelling in business, from the theory behind why it works to how you can apply it practically in your experiences to enhance your customer strategy. Key Ideas to Improve your Customer Experience Human beings seem to be hard wired for stories. We seek out stories because they entertain us. We remember stories better than we do if the same information is conveyed in a nonstory format. We tend to be more persuaded by stories and are more likely to relay stories to other people than if the same information was communicated in another way. Here are a few key moments in the discussion: 04:49 Ryan presents the generalized summary of what theoretical work on storytelling has taught us. 07:27 Colin gives an example of an often-told story he uses to make his point about an abstract concept, to make concrete his point about an abstract concept. 10:16 Colin discusses the role of social proofing in storytelling around organized religion, simultaneously trying to explain his point while not getting cancelled. 15:08 Colin admits that Apple tells a story he likes to hear, and how that affects his affinity for the brand. 16:31 Ryan shares how many tech companies have origin myths, that are not that different from superhero stories in a way. 20:01 WARNING: Colin says something that is not safe for the six-year-old (or six-years-old at heart) listeners of the podcast. 21:53 We share practical advice about how to use story telling in experiences and customer strategy. Please tell us how we are doing! Complete this short survey. Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University. Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers. Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more. How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

Imagine that you own a well-known car brand during a global pandemic. No one is coming to the show room to see your dealer's cars, nor are they bringing them in for service. No one is really driving them around, either. What do you do? For Nissan's Hussein Dajani, General Manager, Digital and CX Transformation, this wasn't hard to imagine since he lived it for the past 18 months. He and his Customer Experience Steering Committee came up with a virtual version of the traditional car-buying and service experience and implemented it in record time. The results? Double-digit growth. I learned about this story on a CX Network Live event. Fascinated with the story and the success, we invited Dajani to this episode of the podcast to share what he learned with you. Key Ideas to Improve your Customer Experience Digital experiences are much more prevalent today than they were even a couple of years ago. The virus accelerated the emphasis on digital transformation of formerly analog experiences for all industries, even one like buying a car. The COVID-19 Pandemic also forced organizations to take more risks than they would have otherwise. Nissan's Shop@Home program is widely successful, producing double-digit growth at a time when many people weren't even driving their cars much. Dajani shares what he learned during the project and the practical tips he has for other organizations that have a similar journey ahead. Here are a few key moments in the discussion: 03:56 Dajani shares his story about how he ended up at Nissan and what he wanted to change even before the pandemic disrupted business-as-usual. 08:22 Dajani talks about how the day he thought he was getting fired was the day the organization called upon him to deliver. 11:53 We learn about Shop@Home and what it was designed to do for customers. 15:29 Colin asks Dajani if COVID helped get the internal team on board; Dajani's answer might surprise you. 17:59 Nissan's plan is to transform the business, not just get through the pandemic, and Dajani explains why. 22:47 We learn about some of the ways that Nissan changed the service experience to a virtual one and why it fixed some friction points for the business. 29:51 We ask Dajani the practical advice he has for organizations on a similar journey, and he leads with empathy, empathy, empathy. Artificial intelligence and predictive customer experience can transform customer experience initiatives by identifying and shaping customer intent. As a result, it has the potential for businesses to increase engagement, retention, and long-term customer value. Want to know more? Attend CX Network's Online Live Event on January 25th and 26th, 2022. Click here to register today. Please tell us how we are doing! Complete this short survey. Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University. Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers. Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more. How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

Fernando has a problem that he wants our help solving. In his industry of branding and packaging fast-moving consumer goods, his clients often tell him to do whatever the competition is doing. However, Fernando knows that while imitation is the highest form of flattery, it's a less than ideal customer strategy when you want to win customers from the competition. In this episode, we explore Fernando's business problem, aka Pickle, for our, "I'm in a Pickle" segment of the podcast. We discuss the challenges surrounding competitive differentiation as well as the psychological theories from the behavioral sciences that can help guide the customer strategy. Not surprisingly, it takes standing out from everybody else to fit in with customers. Key Ideas to Improve your Customer Experience Human beings are social. From an evolutionary point of view, our social natures is tied into survival. Those that were part of the pack had a better chance of living out the day than individuals going it alone. Without the same threats today that we might have faced in the past, our social nature persists. Sometimes, this natural inclination is a good thing. However, when the need to fit in influences our decisions in the marketplace, it becomes a problem. Moreover, things like "best practices" can get in the way of creative approaches to deliver experiences. A critical part of any organization's customer strategy and competitive differentiation is to find a way that you are different from the pack and communicate it. The behavioral sciences explain why this is challenging—and also why it works. Here are a few key moments in the discussion: 03:54 Ryan kicks off the discussion of three influential concepts, Risk Aversion, Loss Aversion and Social Proof, that describe why differentiation can be challenging for Fernando's customers. 07:06 We explain why adopting best practices and following the leaders in the marketplace is not a great long-term strategy. 08:29 Colin shares a story demonstrating a concept called optimal distinctiveness about buying a popular car, but ensuring that his was "just a bit" different, so his car stood out from the others. 15:56 We bring it back to Fernando's problem to talk about how to balance the need for conformity with the desire to achieve optimal distinctiveness. 18:49 Ryan explains where we got the term for Top-Shelf liquor and how that relates to Fernando's problem. 21:48 We explain that appealing to customers requires a practical understanding what those target customers want, and using those values in the experience design. 24:35 Colin shares his advice on what Fernando, and anyone else having a problem with competitive differentiation, can do to overcome their risk aversion and employ a winning customer strategy. Please tell us how we are doing! Complete this short survey. Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University. Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers. Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more. How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

Fred Reichheld, inventor of the Net Promoter Score® (NPS), sees customers recommendations as an act of love. Recommendations are a chance to provide an experience to someone they care about. Reichheld's new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers, shows tracking the actual referrals is the next level, what Reichheld describes as the "gold" in the business—and the future of your customer strategy. Key Ideas to Improve your Customer Experience Andy Taylor, Executive Chairman of Enterprise Holdings, once told Reichheld there is only one way to grow. Taylor told Reichheld, "You've got to make sure your customers are treated so well, they come back for more and bring their friends." Reichheld says that's the basic flywheel that drives all great business. Reichheld thinks that the right way to determine growth is to measure that flywheel. He would like accounting teams to know how much of their revenue came from customers they have had for a year and all the business of that customer's referrals, called Earned Growth Rate. Earned Growth Rate separates referral growth from the other growth strategies organizations implement, that can include acquisitions, sales and marketing, or new store locations, among others. Reichheld sees the Earned Growth Rate concept today as where Net Promoter was 20 years ago. In the next 10 to 20 years, he thinks there won't be a serious business person that doesn't know about Earned Growth Rates. He says his new book shows people how to do that. Here are some key moments in the discussion: 03:05 Reichheld explains why his frustration with NPS inspired his book and what he is trying to accomplish with it. 09:09 Reichheld makes the argument that there is only one class of purposes that work in business, and explains why. 13:18 Reichheld shares the one way to grow a great profitable business, and how it drives his decisions to invest in companies. 20:18 Colin asks Reichheld what advice he would give an organization that doesn't know how to use NPS properly, the way Reichheld intended when he invented it. 21:31 Ryan asserts that culture dictates how NPS plays a role in an organization, and asks Reichheld to give advice on how to focus organizations on culture. 24:44 We learn the difference between good profits and bad profits, per Reichheld, and how to use NPS better moving forward. Please tell us how we are doing! Complete this short survey. Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University. Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers. Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more. How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

I love when listeners write in with their business problems. I don't love that they have problems, but I love that they share them with us so we can all work through them together. In our latest submission for our "I'm in a Pickle" feature of the podcast, Janet explains that even though their customer comments are overwhelmingly positive, their Net Promoter Score® (NPS) is not where they need it to be. Without any complaints to speak of, Janet and the organization don't know what the problem is, and they asked for our help. In this episode, we explore the practicalities and pitfalls of using NPS as a metric for your customer strategy success. We also look at the tactical and practical things that Janet and her organization can do to get the score where they need it to be. Key Ideas to Improve your Customer Experience Our first advice to Janet was to remember that NPS is a lot of things, but it isn't a diagnostic tool. It is a score for how well you already did. If the score is low, it won't tell you why. Likewise, it can't tell you why you scored well. It is a way to measure the success of the efforts you have made and, of course, how likely it is that your Customer Experience efforts will lead a customer to recommend you to their family and friends. Here are a few key moments in the discussion. 02:42 We read Janet's email and explain what her business pickle is. 05:42 Ryan kicks off our discussion by explaining that NPS is not the entire picture of what you need to know about your company's performance. 10:21 Colin shares a tactical mistake Janet's company is making with how they ask the Net Promoter Question, "How likely are you to recommend our product or service?" 13:39 Colin gives Janet's organization questions to consider as they address the need for improvement to hit their goals. 16:38 Ryan agrees strategy to get detailed about why customers aren't happy enough to recommend them, so they can find their opportunities to improve. 18:09 We kick off a discussion about customer behavior and the differences between what people say and what they do, as well as how to overcome that. 26:49 We summarize all our recommendations for Janet's company to improve their NPS, from the tactical to the practical. Please tell us how we are doing! Complete this short survey. Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University. Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers. Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more. How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

I am happy to announce that I am getting my first electric guitar. Many of you know that also means I am buying my first amplifier, too. The one I have my eye on is Fender's, not because I know anything about amplifiers and their performance, but because I like how it looks like it came straight out of the 1960s. Nostalgia is an important part of my amplifier purchase. When I see the old-fashioned looking knobs on the amplifier, it reminds me of my childhood and the rock stars of my school days. Getting an amp that looks like that feels like an homage to my childhood dreams of being a rock star. Of course, the amp is a great amp, too. But I couldn't tell you why. I can tell you I like how it looks and how it makes me feel. In this episode, we explore how nostalgia can help your customers feel happy about your offerings, too. If you use nostalgia to appeal to customers' happy memories and feelings by looking at their past, they just might move forward into the future buying from you. Key Ideas to Improve Your Customer Experience The podcast begins with a description of what nostalgia is and why we feel it as human beings. Then we get into examples of how things trigger these nostalgic memories and evoke positive emotions, even if the experience in the past wasn't a pleasant one. Then, we talk about how you can employ nostalgia to evoke the memories during customer interactions that will spill the happy and pleased over onto your experience. 04:39 Ryan explains what nostalgia is from a psychological perspective. 06:35 We then describe why a negative experience can also make someone feel nostalgic. 08:06 We talk about the Monty Python "The Four Yorkshiremen" sketch that shows how even when people complain about the past, they still seem to feel fond of it. 13:21 Ryan explains some of the psychological benefits of feeling nostalgic that we enjoy as human beings. 15:12 We begin to apply nostalgia to a practical insight for Customer Experience, by using happy memories to cast a Halo-effect on your experience. 23:08 We explain how if you understand what makes people feel nostalgic, you can replicate that in your Customer Experience for them. 25:49 Ryan and Colin explain how you can use the psychology behind nostalgia to improve your experience for people. Please tell us how we are doing! Complete this short survey. Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University. Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers. Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more. How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

One of our listeners, Jeanne-Claude, has a problem. He sells a complex product and despite the fact that they have the best one in the industry, the competition is outselling them. I can relate. I sold a complicated product when I was in corporate life, and it was always a highly competitive field. It can be challenging to communicate why you are the best when you have a complex offering and you want to tell customers all about it. However, one thing I know to be true is that it doesn't matter who is the best; it matters who customers perceive to be the best. In this episode, we explore what behavioral science concepts might help Jeanne-Claude, and all the rest of you that suffer through something similar, to get the best of his competition. Key Ideas to Improve your Customer Experience There are a number of factors that influence how customers perceive and offer. In the case of a complicated offering, they might be using something that is easier to compare to get them to a decision. However, it could also be the way the information is presented that drives them to the competition. It might even be that the way the choices are presented is making it difficult for them to choose Jeanne-Claude's company. We talk about all of these concepts in this episode and how they might be influencing his results as well as how he can leverage them to change the outcome. Here are a few key moments in the discussion. 01:54 We read Jeanne-Claude's frustrating problem that despite being the best, they are losing to the competition. 03:39 Ryan explains the Evaluability Hypothesis and how it might influence the decision-making process for customers. 07:50 Colin shares a story about choosing travel insurance and how a magazine provided an easier metric to choose one from the many available options. 14:44 Colin explains that it is essential to understand what motivates a decision for specific customers so you can appeal to that in your communication. 21:22 We introduce the concept of framing and how it might influence people's decisions. 25:42 Ryan brings Choice Architecture into the conversation and how presenting the choices in a different way might lead Jeanne-Claude's customers in a new direction. Please tell us how we are doing! Complete this short survey. Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University. Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers. Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more. How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

Scarcity is something are more used to these days, particularly in light of the supply chain problems we see. Scarcity is something we feel when we are doing thing we have enough of what we need. If we don't fix the problems at the ports, and the related problem of driver shortages to bring things in from the ports, we might see quite a few empty shelves this holiday season. Not that empty store shelves were anything new to most of us. After the great toilet paper shortage of early 2020, we all know that the line between chaos and order is thinner than we ever suspected. That's because when we feel something is scarce, we assign more value to it—and sometimes react in crazy ways. In this episode, we brought back Dr. Professor Kelly Goldsmith of Vanderbilt University to talk more about Scarcity and how it affects our behavior. She explains how Scarcity has different types and we have various ways we respond to it. She also shares how understanding Scarcity and how it drives customer responses can make it an important tool in your marketing toolkit—but only if you know how to use it well. Key Ideas to Improve your Customer Experience The empty store shelves this past year have all taught us a little bit about Scarcity. It changes how we respond to situations in many ways. Dr. Goldsmith explains them to us and how we can use it in our marketing efforts. Here are a few key moments in the discussion: 04:54 Dr. Goldsmith describes what scarcity is and the difference between Objective and Subjective Scarcity. 07:43 Dr. Goldsmith explains that Scarcity is always relative, and you can't have it without also having a Reference Point. 12:09 Ryan has Dr. Goldsmith explain why the toilet paper hoarding of 2020 is different than a marketing tactic, but inspired by the same psychology. 15:09 We talk about the difference between a perceived need and an actual need, and how that affects our response to Scarcity. 26:19 Dr. Goldsmith shares her research on Scarcity and the positives and negative potential effects of how we try to resolve it for ourselves. 32:51 We all share our insight into how people can use what they know about Scarcity to improve their customer strategy. Please tell us how we are doing! Complete this short survey. Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University. Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers. Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more. How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

The 5 Rules to Dramatically Improve The Way you Deal with Customer Complaints A lot of the behavioral sciences can feel intimidating. However, it doesn't have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. Does your organization like to pretend that complaints never happen? When they do happen, does the company sweep them under the rug and hide them from everyone involved? If so, you are not alone. Many organizations have the wrong approach to customer complaints. They see them as a problem that should never have happened. However, complaints can be a great way to get real-time feedback on moments in your Customer Experience. In this episode we explore the five rules to help organizations deal with customer complaints. These rules help you come to better outcomes with your dissatisfied customers and how to see complaints for what they are: opportunities to improve what's broken in your Customer Experience. Key Ideas to Improve your Customer Experience When it comes to handling customer complaints, there is no substitute for understanding how customers feel and showing them empathy. However, there are few other things to remember, too. Our five rules clarify the process and make it more likely that your customer complaint process will make things better instead of worse, both for customers and your bottom line. 03:21 We share the first rule about reading between the lines; understanding the real issue is key to good resolution, which is not what happened with Colin and his insurance company. 11:10 Colin reveals rule #2, which is about giving your employee the leeway and authority to resolve issues on their own, without having to get permission from someone else. 19:06 Ryan and Colin discuss the merits of resolving issues quickly with Rule #3. 24:42 Moving into the last two areas, the fourth rule is to change how your organization perceives complaints; seeing them as the free advice on your Customer Experience that you pay thousands to consultants to discover. 27:09 We discuss how to use empathy to resolve issues for the customer and make them feel like you care; resolving without empathy does not have the same effect. 30:13 Colin gives a quick summary of the five rules and encourages listeners to write in with their business problems to get some free advice. Please tell us how we are doing! Complete this short survey. Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on Linkedin and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University. Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers. Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more. How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.