Are You Making One Of The Most Expensive Mistakes In Customer Experience?

Podcast: The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth · Colin Shaw, Beyond Philosophy LLC

Opublikowano: 2026-09-12

Colin Shaw and Professor Ryan Hamilton tackle the two processes that decide everything in customer experience: how memories get in, and how they get out. If you haven't heard Parts 1 and 2, start there — Colin and Ryan build on the "memories are structured like fishing nets" idea throughout. Here's the uncomfortable truth at the center of this episode: a customer's memory of your experience isn't a recording you can trust. It's reconstructed, emotional, and easy to distort — and most organizations are accidentally reinforcing the worst version of it. In this episode, Colin and Ryan cover: S...