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. 

Key Takeaways:

• Resilience Matters: Colin discusses how personal resilience during a home crisis parallels the resilience required in customer experience. He explains how understanding customers' emotional journeys (e.g., the grief cycle) can improve support and satisfaction.

• Community is Key: Both hosts underscore how community support during tough times can be mirrored in the business world, where fostering a sense of community can strengthen customer loyalty.

• Communication & Transparency: Ryan shares insights on the role of clear communication in managing customer expectations and protecting processes. It’s not just about better ideas; it’s also about maintaining trust.

• Balanced Approach: Colin and Ryan advocate for a balanced customer experience strategy that combines quantitative measures with a focus on emotional and behavioral insights, and a mix of human interaction with technology.

• AI and the Hype Trap: Colin warns against getting swept up in the AI hype. While AI holds great promise, organizations should prioritize strategic, integrated implementations over rushing to adopt the latest tools

About the Hosts:

Colin Shaw is a LinkedIn 'Top Voice' 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 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'—with over 600,000 downloads—and author of eight best-sellers on customer experience; Shaw is a sought-after keynote speaker.

 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.

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