Uncovering the DNA of Customer Experience with Colin Shaw

What if we told you that the key to customer experience lies in understanding their emotions? On the latest CX & Culture Connection Podcast episode hosted by Matt Egol, special guest Colin Shaw, Founder & CEO at Beyond Philosophy LLC, reveals how tapping into the 'intuitive customer' can revolutionize how you do business. This isn't just about satisfaction surveys; it's about unlocking the DNA of your customer interactions. Want to learn more? Watch the full episode here: https://youtu.be/5N6oAyDXCr4 #CX #CustomerExperience #IntuitiveCustomer #CustomerBehavior #EmotionalIntelligence #BusinessGrowth 0:00 – Preview of the episode 0:16 – Introduction of guest Colin Shaw 0:50 – Key ideas from The Intuitive Customer book by Colin Shaw 3:43 – Observing people 5:16 – Defining Plateau 8:50 – Issues in emotional connection 11:38 – Positive emotions vs fixing pain 13:56 – Peak-End Theory in shaping memories and customers’ experience 18:09 – Using personas 21:29 – Liable research for the company to engage and get to an additional level 24:38 – Different types of data 31:11 – Role of frontline employees 32:58 – Interaction with people 34:24 – Emotional connection in B2B organizations 37:23 – Closing and guest contact details 📌Podcast Website: https://www.cxandcultureconnection.com 📌Linkedin Personal: https://www.linkedin.com/in/matthewegol/ 📌Linkedin Business: https://www.linkedin.com/company/journeysparkconsulting/ 📌Website: https://www.journeysparkconsulting.com/ 📌Facebook: https://www.facebook.com/profile.php?id=100094736604400 📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM 📌Amazon Podcast: https://music.amazon.com/podcasts/75160650-c68a-4fa8-9ddc-3429d94bd02e/the-cx-and-culture-connection-podcast-with-host-matt-egol-of-journeyspark-consultants 📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw 📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/ 📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX More about Matt Egol and JourneySpark Consulting: Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark Consulting A partner at PwC Strategy for more than 15 years, Matt is a recognized thought leader in the experience management space. Matt has worked across a broad set of industries, from retail to consumer goods to healthcare to financial services to technology to industrials. Matt helps companies enhance their organizational effectiveness and build capabilities that fuse human-centered design with analytics, evolving their culture to be more customer-driven. Matt is a regular speaker and author on customer experience, enterprise agility, and culture topics. He has authored more than 25 articles in leading publications and is a subject matter expert with MMA Global. Matt graduated magna cum laude from Dartmouth and received his MBA from Columbia, where he received the Abe Shuchman Memorial Award in marketing. Matt launched JourneySpark Consulting to work closely with CX leaders to help shape their vision, build and develop their teams, and evolve their cultures. #cx #culture #marketing #business #trends #customer #strategy #journeyspark #propensity