If you have been listening to us for a while now, you probably know about our “I’m in a Pickle” podcasts and the “5 Rules” series. If so, and you’re a fan, today is your lucky day because this podcast is a mash-up of both series. Not only that, but we also added in 5 more bonus rules for 100% more rules.  It seems that quite a few people in our audience have a pickle. They want to start a consultancy but don’t know what to do. So, we are here to help. In this episode, we explore the 10 rules for building a successful consultancy and how they apply to your success. While we can’t guarantee that you will be successful if you follow them, we know that you won’t be if you don’t.  Here are some key moments in the discussion:  02:47  Colin kicks off the rules by encouraging to read an old book for some new thinking and to challenge yourself to be brave. 13:20  Ryan explains the critical mistake many entrepreneurs make when starting a new venture and how you can avoid making the same one.  20:41  We discuss providing value to your customers and how you can tell if you are doing that.  24:39  Colin gets practical about something that there is never enough of in a new business, money, and how to make sure you get what you are owed. 27:44  We wrap up the rules by explaining what you shouldn’t do, even if there is good money in it.   _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here.  Connect with Colin on LinkedIn HERE.  Follow Colin on Twitter HERE.  Click HERE to learn more about Professor Ryan Hamilton of Emory University.   To learn more about Beyond Philosophy's Suite of Services Click here.

Considering a career change? Here are 10 rules for building a successful consultancy

We believe you should laugh and learn! 'The Intuitive Customer' podcast achieves this. Hosted by Colin Shaw, recognized as one of the top 150 business influencers by LinkedIn, where he has over 283,000 followers, and Prof. Ryan Hamilton, Emory University, discusses how you can improve your Customer Experience and gain growth.  
  
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"The dynamic between the two hosts makes this podcast. Each brings a unique take on the topic and their own perspective and plays off each other sense of humor. I come away after each episode with a feeling of joy and feeling a bit smarter". 

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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 Evaluate Agent shared his thoughts on Quality Assurance and the problems organizations have regarding this area. Observations and conversations with call center agents reveal operational inefficiencies and training gaps that impact the overall customer experience. Scott highlights key issues with traditional quality assurance practices and offers insights into leveraging AI for enhanced customer service.  Scott emphasizes the importance of viewing AI as a tool rather than a replacement for human agents and advocates for analyzing all customer interactions to gain comprehensive insights. He underscores the need to focus on the emotional aspects of customer interactions and suggests using AI to predict and diagnose customer sentiments across various channels.  However, challenges such as siloed AI implementations and focusing on rational data in quality assurance metrics hinder progress in this area.  In this episode, we explore Scott's topic and how it can help you with your Quality Assurance efforts. Despite these challenges, there are actionable strategies for customer service and quality management professionals.   In this episode, you will also discover:   The significance of assessing call center operations for understanding an organization's customer-centricity.   Insights from Jamie Scott on leveraging AI and overcoming challenges in quality assurance practices.   The importance of viewing AI as a tool to enhance human decision-making rather than a replacement for human agents.   Strategies for analyzing all customer interactions to gain comprehensive insights and identify areas of improvement.   The need to focus on emotional aspects of customer interactions and incorporate emotional metrics into quality assurance practices.   Practical tips for implementing a top-down approach to delivering the desired customer experience and measuring targeted emotions across all customer touchpoints.  

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

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 formation begins with encoding, where new information is processed and stored in the mind. Encoding involves several effects, including the Primacy Effect, which prioritizes remembering initial experiences, and the Recency Effect, which emphasizes recollecting recent events. Additionally, the Frequency Effect highlights the importance of repeated actions in memory retention. Retrieval effects determine how stored memories are recalled. Professor Daniel Kahneman's Peak-End Rule suggests that people remember the most intense emotion experienced during an event and its conclusion. This rule applies to evaluative memory, shaping overall perceptions of past experiences. Memory also has structure. Memory structure resembles a fishing net, with individual memories as knots connected to form a net, which represents the larger memory network. Retrieving one memory often triggers the recall of associated memories, along with the emotions and experiences linked to them. It’s helpful to picture the fishing net at the bottom of a shallow pool and imagine pulling it by one of the knots to the surface. You get the knot you grabbed, but all the connected knots come along, too. Strategically managing memory formation involves planning for encoding, recall, and structure. Tactics such as leveraging primacy and recency, incorporating humor or emotional connections, and providing follow-up reminders can enhance memory retention. It's crucial to prioritize memorable aspects of the experience and reinforce positive memories over time. Considering the interconnected nature of memory concepts, such as the relationship between encoding and recall, helps design experiences that leave a lasting impression. For instance, understanding how customers perceive value allows you, as a professional, to highlight key features that resonate with your target audience, instilling confidence in your ability to create memorable customer experiences. In this episode, we discuss how memory plays a significant role in driving customer loyalty, making it essential to proactively shape how customers remember their experiences. By being deliberate about memory formation, businesses can create meaningful connections and foster enduring relationships with their customers.   In this episode, you will also learn:   The importance of encoding and retrieval in memory formation.   Strategies for enhancing memory retention, such as leveraging Primacy and Recency effects.   The role of emotional connections in shaping memorable experiences.   The significance of follow-up communication in reinforcing positive memories.   How memory structure influences the recall of associated experiences.   The interconnected nature of memory concepts and their implications for experience design.  

How Memories Build Lasting Customer Relationships

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 why customers make quick decisions and how you can sway those decisions in your favor. Understanding customer behavior is complex and influenced by multiple factors, a concept known in academic circles as high causal density. There's no one-size-fits-all solution for a perfect Customer Experience transformation; it requires a combination of approaches. Human nature often seeks shortcuts for cognitive tasks, leading to heuristic processes. Heuristics, or mental shortcuts, simplify decision-making. We discuss four common heuristics:   Anchoring and Adjustment: People use familiar examples to estimate values quickly, which can lead to biases, especially in pricing strategies.   Focusing Effect: When faced with information overload, individuals focus on crucial details to aid decision-making. Recognizing what customers prioritize can influence their choices.   Availability Heuristic: Our brains estimate likelihood based on easily accessible examples. Understanding what information customers readily recall helps shape perceptions.    Representativeness: People often categorize based on stereotypes or representative traits. Recognizing customer expectations can guide your design approach.   Considering these heuristics, we emphasize the importance of first impressions, understanding customer values, managing expectations, and aligning your design with customer decision-making shortcuts. Recognizing the diversity in customer decision-making preferences is crucial, and segmentation plays a vital role in tailoring experiences. This episode explores various influences and group psychological concepts tied to customer decisions. Our goal is to provide a holistic understanding of experience psychology, making you more agile in grasping customer behavior and creating plans for compelling experiences that encourage return visits.   In this episode, you will also learn:   The significance of first impressions and their impact on customer anchors.   How to identify valuable areas for customers and use them for effective comparisons.   The role of customer expectations and how to align your design with their anticipated experiences.   The importance of providing information shortcuts to simplify decision-making.   Strategies for segmentation to cater to diverse customer decision-making preferences.   The overarching theme of simplification as a design approach offers customers shortcuts to decision-making and potential sales.  

Why Customers Make Instant Decisions And How To Effect it

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 to sports teams (Lutown Town Football Club, recently reinstated in the Premiership) and brands like Apple (naturally), they highlight the importance of trustworthiness and the willingness to go the extra mile in fostering loyalty.   They emphasize the significance of loyalty in defining one's identity and sense of belonging, likening it to tribalism. Even in non-tribal contexts, individuals exhibit loyalty to specific brands or products, creating a sense of community. Through personal anecdotes and examples, Colin and Ryan illustrate how businesses can earn loyalty by prioritizing customer needs and making sacrifices for their benefit, ultimately fostering long-term relationships.   Moving beyond misconceptions about loyalty in business, Colin and Ryan encourage organizations to define loyalty in terms of sacrifices made by both the customer and the organization, fostering a two-way relationship. They offer practical strategies for fostering customer loyalty, including recognizing the emotional connection between the organization and the customer, defining loyalty for the organization, and being loyal to customers by delivering on promises and treating them with respect.   In this episode you will also learn:   Loyalty is rooted in deep emotional attachment and often requires sacrifice.   Loyalty plays a crucial role in defining one's identity and sense of belonging.   Businesses can earn loyalty by prioritizing customer needs and making sacrifices for their benefit.   Defining loyalty involves considering sacrifices made by both the customer and the organization.   Practical strategies for fostering customer loyalty include recognizing the emotional connection, defining loyalty for the organization, and being loyal to customers by delivering on promises.    

How to Use Psychology to Build Customer Loyalty That Creates ROI

“Did I tell you about the time I …”   These seven words are one of many ways we signal one of our favorite things is coming next: a story. We can’t get enough of stories and look for them everywhere, from news to conversations to the commercials we can’t avoid on TV. Stories are an essential part of the human experience.   In today's world, storytelling is crucial in various aspects of business, including marketing.  Human fascination with narratives stems from their ability to captivate attention, evoke emotions, and aid memory retention. Stories provide context, making information easier to recall, and create emotional connections that reinforce memory. Businesses leverage storytelling to establish their brand identity, often highlighting humble beginnings or overcoming adversity. Effective storytelling goes beyond mere anecdotes; it persuades and simplifies complex concepts, making them relatable to the audience. For instance, Ikea's narrative of cost-saving design innovations clarifies the correlation between low price and high quality. In marketing and persuasion, storytelling proves instrumental in communicating abstract ideas and influencing consumer behavior. By tapping into emotions and personal experiences, storytellers can make their points resonate with the audience. Stories simplify complex concepts, facilitate self-awareness, and enhance brand perception. In this episode, we explore why storytelling is such a powerful tool in a marketer's toolbox and how you can tell compelling ones to your customers.    You will also learn:   The importance of storytelling in marketing and communication.   How narratives aid memory retention and emotional connection.   Examples of successful brand storytelling like how Ikea helps us buy their assemble-it-yourself furniture because it’s far more affordable that way.     The effectiveness of storytelling in persuading and simplifying complex ideas.   Strategies for crafting compelling stories, including emotional resonance and relatability.     If you have a story you want to share with us, please send us a video or audio for our None of Us Are As Clever as All of Us Feature. We’d love to hear it and might feature it on the podcast and in the newsletter.  

Considering a career change? Here are 10 rules for building a successful consultancy

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