Best Customerretention Podcasts (2026)

1
The Rise of Synthetic Audiences: Fast, Cheap… but Believable? 33:51

Play Pause

4d ago33:51

33:51

In this episode of The Intuitive Customer, Professor Ryan Hamilton is joined by Ben Shaw, seasoned brand strategist, to unpack the promises and pitfalls of synthetic audiences - AI-driven research used for faster, cheaper market research. Synthetic audiences, powered by large language models (LLMs), can replicate customer segments and respond to cr…

1
Spotting the Signs: How to Recognize Employees Who Feel Undervalued 8:54

9d ago8:54

8:54

(From the Relationships at Work podcast) In this episode of Relationships at Work, host Russel Lolacher shares key insights and observations about one of the most common challenges in the workplace—employees feeling undervalued. We highlight the critical signs leaders should be aware of, from disengagement to burnout, and offer practical steps to a…

1
Unlocking Moral Imagination: Leadership Beyond Assumption 8:21

15d ago8:21

8:21

(From the Relationships at Work podcast) In this episode, we dive into the concept of moral imagination as an antidote to the arrogant assumptions that can easily creep into leadership. Inspired by Jacqueline Novogratz's book Manifesto For A Moral Revolution, we explore how leaders can envision a more just and inclusive future by embracing humility…

1
Are Your Salespeople Sabotaging Your Customer Experience? 26:31

18d ago26:31

26:31

Sales and Customer Experience—two critical functions that should work together, but too often operate at odds. This week, Colin and Ryan explore how traditional sales tactics can undermine long-term loyalty and create organisational silos. They share personal stories (including Colin's car-buying nightmare) and practical advice for aligning sales w…

1
Leadership Checkin - Being Aware of Our Arrogant Assumptions 8:32

22d ago8:32

8:32

(From the Relationships at Work Podcast) In leadership, even the best-intentioned among us can fall into the trap of making assumptions, often without realizing it. This week, we’re diving into a common leadership pitfall: the arrogant assumption. Inspired by Jacqueline Novogratz's Manifesto for a Moral Revolution, I explore how these assumptions c…

1
The New Currency of Customer Experience: 'People Like Me' 33:02

1M ago33:02

33:02

Trust in traditional institutions is eroding. As customers lose faith in advertising, government and even online reviews, they're turning to voices that feel most relatable: peers and communities. Edelman's latest Trust Barometer shows the most credible spokesperson for a company is now "people like me." Ben Shaw and Professor Ryan Hamilton explore…

1
Good Friction, Bad Friction: Why a Little Effort Makes Customers Care 25:03

2M ago25:03

25:03

Episode Overview When everything is one-click easy, do we lose something meaningful? Guest host Dr. Morgan Ward joins Dr. Ryan Hamilton to explore how the right amount of friction in the consumption experience can boost connection, meaning, and long-term use of the product—while the wrong kind just gets in the way. Quote of the Episode "Consumption…

1
I Signed a 'Gag Order'. Here's What It Taught Me About Organizations 27:52

2M ago27:52

27:52

In this episode, Colin Shaw shares a recent personal experience with a major brand that imposed a 'gag order' (NDA) after a poor service experience — and how this reflects a deeper organizational issue: silos. Together with Professor Ryan Hamilton, Colin explores why siloed thinking leads to incoherent customer experiences, how internal motivations…

1
The Thrill of the Chase: Why Anticipation Beats Ownership 25:48

3M ago25:48

25:48

Episode Overview Ever buy something you couldn't wait to get—and then let it sit in the box for days (or weeks)? You're not alone. Guest host Morgan Ward joins Ryan Hamilton to explore why we often love the pursuit of products more than the possession of them. From unopened tools and "someday" sweaters to the viral Stanley Cup craze, they unpack th…

1
When Rebrands Go Wrong: Lessons for Customer Experience Leaders 36:35

3M ago36:35

36:35

In this episode of The Intuitive Customer, Professor Ryan Hamilton is joined by guest host Ben Shaw to explore the high-stakes world of rebranding. From Cracker Barrel's logo backlash to Jaguar's radical design overhaul, they unpack what happens when brands chase new audiences at the expense of their loyal customers. The conversation dives into the…

1
AI That Listens: Why Real-Time Feedback is the Future of Customer Experience 39:40

3M ago39:40

39:40

Summary Traditional customer feedback is broken. Post-call surveys and quarterly reports are too slow, cumbersome, and overly focused on the company's needs rather than the customer's reality. By the time insights land on a dashboard, the customer has already left—or worse, lost trust. In this episode of The Intuitive Customer, I (Colin Shaw) and P…

1
Brand Archetypes: Straightjacket or Springboard for CX? 30:53

4M ago30:53

30:53

In this episode of The Intuitive Customer, Professor Ryan Hamilton is joined by guest co-host Ben Shaw, Chief Strategy Officer at MullenLowe, to explore the enduring role of brand archetypes in marketing and customer experience. They revisit the origins of archetypes in Jungian psychology and the influential book The Hero and the Outlaw (Pearson & …

1
Your Customers are Lazy... and Bored: How to Use That to Your Advantage 25:01

4M ago25:01

25:01

Your Customers are Lazy... and Bored: How to Use That to Your Advantage Show Notes: This week on The Intuitive Customer, Colin takes a step back and welcomes guest host Morgan Ward to explore one of psychology's favourite contradictions: why customers cling to the familiar, yet crave novelty. From music playlists to yogurt purchases, from comfort f…

1
Why Customer Satisfaction Hasn't Budged in 30 Years: Two new guest experts tell us why 37:31

5M ago37:31

37:31

In this milestone episode, The Intuitive Customer undergoes a transformation. Colin Shaw announces a step back from the regular hosting role, prompting a fresh chapter in the podcast's evolution. Hosts Colin Shaw and Professor Ryan Hamilton introduce two new expert contributors — Dr. Morgan Ward, a consumer psychologist, and Ben Shaw, a brand strat…

1
From Legacy to Loyalty: The Practical CX Playbook That Drives a 90 NPS 41:43

5M ago41:43

41:43

You can theorise about Customer Experience all day, but gaining a Net Promoter score of 90 is not a theory. It shows a great focus and implementation of Customer Experience. This week, we are exploring how this was achieved with Kamron Kunce, VP of Marketing & Customer Experience at RJ Young. https://www.rjyoung.com/ RJ Young has been in business f…

1
How To Make AI Work in the Real World of CX 31:54

6M ago31:54

31:54

In this episode of The Intuitive Customer, Colin Shaw speaks with Andy Traba, VP of Product Marketing at NICE, about the company's new mission: Creating a NiCE World. This isn't just a rebranding message — it's a strategic shift toward unified, proactive, and AI-enabled customer experiences. Andy and Colin explore why AI alone isn't enough, the dan…

1
AI vs. Human: Are You Making The Right Choice or a BIG Mistake! 30:27

6M ago30:27

30:27

AI is taking over—well, at least some parts of customer service. But how do you know when to automate and when to stick with the good old-fashioned human touch? In this episode, we dive into one of the most crucial decisions organizations are making today: When should you use AI, and when do customers actually need a human? Spoiler alert: If you le…

1
The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things 34:03

7M ago34:03

34:03

How do you grow your revenues without upsetting your existing customers? In this episode, Colin Shaw and Professor Ryan Hamilton dive into the new book he has written with Anne Wilson, Senior Lecturer at Wharton. Published by Harvard Business Review Press, the book is called: The Growth Dilemma: Managing Your Brand When Different Customers Want Dif…

1
What Customers Really Think About Your AI Experience: Academic Research Reveals the Truth. 1:09:29

7M ago1:09:29

1:09:29

Have you ever said "thank you" to a chatbot or Chat GPT? Well, you're not alone—and you might just be weirder than you think. It turns out AI can be more empathic than people. But what do Customers think of AI experiences? Academic research reveals the answers we discuss in this show. In this special live-recorded episode from the SOCAP Conference,…

1
The Brand Builds The Promise; Customer Experience DOES NOT Deliver! Why? 37:00

8M ago37:00

37:00

How happy are you when you buy auto insurance? If your answer is anything other than thrilled, you're not alone. In fact, years ago, a UK insurance company tried to convince us otherwise with their tagline "Quote Me Happy." Spoiler alert: Nobody was happy. This raises a fascinating question: What role does advertising play in the customer experienc…

1
AI Won't Save Your Customer Experience—But This Might... 32:19

8M ago32:19

32:19

Episode Summary: Everyone's talking about AI like it's some kind of CX fairy godmother—"Bibbidi-bobbidi-boo! Your NPS just went up 50 points!" Spoiler alert: it doesn't work like that. In this episode, Colin and Ryan are joined by Frederic Durand, CEO of Diabolocom, and Collin D. Ehret, Senior Enterprise Sales Director (yes, another Collin… brace y…

1
🎉 400th Episode Of The Intuitive Customer Podcast! - These Are Our Biggest CX Lessons 33:06

9M ago33:06

33:06

Eight years, 750,000 downloads, and 400 episodes later, The Intuitive Customer is celebrating this major milestone! In this episode, Colin Shaw and Professor Ryan Hamilton reflect on what has changed in customer experience over the years and share their biggest learnings. 📊 The Reality of Podcasting: Podcasting is booming, with 546 million listener…

1
How Your Customers Judge You Before You Even Open Your Mouth 29:53

9M ago29:53

29:53

First impressions aren't just important—they're everything. Research shows that customers, clients, and even your colleagues are forming opinions about you, your brand, and your business in mere seconds—often before you even get a chance to introduce yourself! In this episode, Colin Shaw and Professor Ryan Hamilton dive deep into the psychology of …

1
Are Your Values Still Yours? A Leadership Gut Check 8:26

9M ago8:26

8:26

(From the Relationships at Work podcast) You’ve defined your values. But are you still living them — or just assuming you are? In this episode of Relationships at Work, we unpack the overlooked side of values in leadership. Not the usual “define your top five” — but the deeper, messier question of alignment. Are your values still showing up in how …

1
10 Proven Ways Guaranteed To Build Trust In Your Customers! 29:10

9M ago29:10

29:10

Trust: it's the glue that holds relationships together—both personal and professional. Yet, so many businesses get it wrong. In this special milestone episode (yes, 400 episodes!), Colin Shaw and Professor Ryan Hamilton break down why trust is the foundation of every great customer experience and, more importantly, how you can earn it, keep it, and…

1
Why Short-Form Content & Thinking is Destroying Your Customer Experience And Your Career. 30:49

10M ago30:49

30:49

Are we thinking less in the age of information overload? In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton discuss the hidden dangers of short-term thinking in customer experience. Businesses are obsessed with quick fixes, but is this addiction to fast results actually damaging long-term success? Join us as we explor…

1
Tiny Tweaks That Can Have a BIG Effect (And Why They Sometimes Don't) 29:39

10M ago29:39

29:39

🔹 Ever wonder why you always end up choosing the medium popcorn, even when you weren't hungry? Or why some websites magically guide you toward the "best" deal? That's not luck—it's behavioral science in action. In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton reveal the power of nudging—tiny tweaks that subtly influ…

1
The Psychology Of Discounts: Are You Inadvertently Training Your Customers? 29:18

10M ago29:18

29:18

Discounting—it feels like a surefire way to attract customers, right? Everyone loves a good bargain. But what happens when discounts stop being a tool and start becoming an expectation? In this episode, Colin Shaw and Professor Ryan Hamilton dive into the dangerous addiction of price discounting—how it lures in customers, why businesses struggle to…

1
7 Ways To Break Organizational Silos; The Silent Killer Of Customer Experience 29:53

11M ago29:53

29:53

🚀 Are your departments working together or just co-existing in polite chaos? Organizational silos are the silent killer of customer experience. Sales, Marketing, Customer Service, IT, Finance, HR—they all have their own priorities, their own goals, and their own version of success. But do those priorities align? More often than not, they don't, and…

1
Psychological Pricing: 7 Practical Tips You Can Use Today to Boost Sales 37:03

11M ago37:03

37:03

Pricing. It's one of the most critical decisions your business will ever make, yet most people approach it like a finger-in-the-air guessing game. But what if you could tap into psychological principles to not just set prices, but make your customers feel they're getting a great deal? That's what this episode of The Intuitive Customer is all about.…

1
How to Evoke Emotions That Make Customers Come Back for More 35:03

11M ago35:03

35:03

Episode Summary: Are you evoking the right emotions in your customers, or are you unknowingly driving them away? In this episode, Colin Shaw and Professor Ryan Hamilton dive deep into the fascinating (and often overlooked) world of customer emotions. Emotions are at the heart of every customer experience—from frustration and neglect to trust and ha…

1
Silence Is Killing Your Business: The Innovation Cost of Quiet Teams 35:31

11M ago35:31

35:31

Episode Summary: How can you create an environment where your team feels safe to speak their minds without fear of judgment or reprisal? In this episode, Colin Shaw and Professor Ryan Hamilton are joined by Gary Keogh, an expert in psychological safety and a former corporate leader turned coach. Together, they dive into why fostering openness in te…

1
10 Career Lessons You Need to Thrive in 2025 32:42

12M ago32:42

32:42

Episode Summary How do you set yourself apart in an ever-evolving professional landscape? In this episode of The Intuitive Customer, Colin Shaw and Ryan Hamilton dive deep into the career lessons they've learned over decades of navigating the twists and turns of professional life. This isn't just another list of career tips—it's a roadmap for thriv…

1
Breaking the Routine: How to Help Customers Form New Habits 27:06

12M ago27:06

27:06

Episode Summary In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton delve into the fascinating world of customer habits. Colin shares his recent experiences shopping at Publix, Aldi, and Whole Foods, uncovering how deeply ingrained habits shape our decisions as customers. The discussion explores the psychology behind h…

1
Tariffs, Technology, and Trends: What 2025 Means For You and Your Customers 31:57

12M ago31:57

31:57

Episode Summary In this episode of The Intuitive Customer, Colin Shaw and Ryan Hamilton dive into the predictions shaping 2025 and their implications for customer experience. From economic uncertainty and its emotional impacts to the rise of AI in search behavior, they explore how these trends will influence customer decisions and business strategi…

1
5 Ways You Can Tell When You Are Being Ripped Off! ...And What To Do About It! 26:08

1y ago26:08

26:08

Quote of the Episode "If something feels off, it probably is. Trust your instincts and push for clarity—because informed customers are empowered customers." Episode Summary In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton discuss the all-too-common experience of feeling ripped off. Drawing on Colin's personal experi…

1
Discover the key insight from 2024 and a plan for how to progress in 2025! 22:22

1y ago22:22

22:22

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. Ke…

1
Here is How to Get Your Organization to Be More Customer-Centric 33:08

1y ago33:08

33:08

We are frustrated. Despite years of effort across industries, customer satisfaction has only seen marginal improvement since the 1990s. By marginal improvement, we mean it went up four points. That's right, four. This stagnation suggests a need for deeper cultural and operational changes to prioritize customer experiences truly. Our discussion in t…

1
How to Avoid Conflict Between Your Customer Segments to Gain Growth 41:00

1y ago41:00

41:00

Growth is essential for businesses. However, new customers with varying needs, preferences, and identities often accompany growth. Worse, these new customers can annoy or alienate your current customers. So, how do you grow without making your current business blow? Today, we explore the central challenge of growth: expanding your customer base wit…

1
Is Leadership Broken? Redefining Leadership for Future Success 9:27

1y ago9:27

9:27

(From the Relationships at Work podcast) Is the traditional leadership culture broken? In this episode, we explore the fractured state of leadership from the executive level to emerging leaders. Learn why organizations reward productivity over people skills and discover how leaders at every level can take control and redefine what leadership truly …

1
When Is The Right Time To Implement A Customer Loyalty Scheme? 35:55

1y ago35:55

35:55

Deborah has a pickle. She is considering implementing a Loyalty Scheme but isn't sure when and how to do so. She thought we could help. We can help. The first question, then, is easy. Now. These things work. They don't create real loyalty, but they get people to keep buying from you, giving you more chances to earn loyalty. It's the second question…

1
Why Do Customers Tell Me One Thing But Give Me Feedback That Is Different? 25:48

1y ago25:48

25:48

Why do customers tell you everything is fine when you ask them face-to-face but then give you a less-than-optimal rating later in a survey? Is everyone duplicitous, or are customers stricken with experience amnesia as soon as they make it to the car park? It turns out that it is neither a character flaw nor a medical condition that causes it. We ex…

1
Why Government Regulation of Some Aspects of a Customer's Experience is a Good Thing 28:08

1y ago28:08

28:08

Let's talk about government and Customer Experience. It might surprise you that government and Customer Experience have a tighter relationship than you think. Many organizations, particularly in the private sector, recognize the importance of providing great experiences to keep customers satisfied and loyal. But should governments do the same for t…

1
Are We Reaching a Turning Point in the AI Hype Cycle? 26:50

1y ago26:50

26:50

Taking unproven routes can lead to exciting new possibilities. However, it could also lead to potential failure. That's what makes life interesting, isn't it? Optimistic thinking has led to groundbreaking achievements, like the moon landing in the 1960s. However, it's important to strike a balance between hope and realism. In today's episode, we ex…

1
How Acting on Case Studies Can Irrevocably Damage Your Career 27:36

1y ago27:36

27:36

Over the course of three years, Maersk Line improved its Net Promoter Score (NPS) by an impressive 40 points, resulting in a 10% increase in shipping volumes. Even more remarkable, this growth occurred during a global shipping decline. But can other companies replicate Maersk's success? Or are case studies like this more cautionary tales than roadm…

1
The Three Most Exciting Pieces of Research That No One Knows About! 34:53

1y ago34:53

34:53

If there is one thing that academics know how to do, it's publish new research. It seems that umpteen studies are published every hour. It can be overwhelming to keep up with it all. So, we undertook it to help you with this week's episode. We explore three fascinating studies in the realm of consumer behavior with insights from Dr. Morgan Ward, a …

1
The Powerful Influence Superstition Plays in Customer Decision-Making 26:47

1y ago26:47

26:47

Colin doesn't sit in aisle 13 when he flies on an airline. It's silly but true. He also fancies his red knickers on days when he is speaking in front of large crowds. While this errs on the side of too much information, it also foretells the topic of this week's episode: superstitions and how they influence our decisions as customers and otherwise.…

1
My House Was Recently Flooded! This Taught Me How to Treat Customers in Distress 35:47

1y ago35:47

35:47

Hurricane Debbie dumped 17 inches of water in Colin's home. It was a traumatic experience, from wading through the murky water to the neighbor's house—hoping not to encounter the alligators that usually hang out nearby—to watching a team of 12 recovery professionals sweeping through and gutting what remained inside after the water subsided. The exp…

1
Discover The Secret of How to Gain Actionable Customer Insights 34:22

1y ago34:22

34:22

Customer feedback is critical to managing and improving your customer experience but it isn't easy to get. Worse, it isn't always useful and enlightening on what you are doing well, or perhaps more importantly, not so well. In this episode, we tackle a common problem many businesses face: how to get more actionable customer feedback. Our guest, Tim…

1
Great Tips on How to Run a Successful Workshop and Motivate Your Audience 34:18

1+ y ago34:18

34:18

One of the benefits of being in business and academia for years is that we have a lot of experience running workshops. This episode is a brain dump of all the stuff you won't learn in a book but is critical to the successful outcome of your program. The first and perhaps most critical step is breaking the ice. By setting a relaxed and open tone, yo…