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Top Takeaways:

When was the last time that an organization did something for you that you weren’t expecting? Perhaps it was to email you if you needed a refill of a product that you previously ordered. Or, to show you articles and videos of how you can maximize the use of something you purchased from them. Whatever it was, it was a pleasant surprise. The world’s leading companies like Apple, Airbnb, Amazon, and many more are becoming so in tune with not only what the customers say they want, but they also know how their customers behave and what they feel. They can accurately predict what their customers are going to do next – and what they will want next. This week on Amazing Business Radio, I interview Colin Shaw, Founder & CEO of Beyond Philosophy LLC, to talk about understanding the customers in an even deeper way through customer science, behavioral science, and the journey map. If you can predict what the customer is going to do next, will it change the way you create customer experiences?


“The average organization doesn’t understand behavioral science. They don’t collect data on what emotions a customer is feeling.” “According to Daniel Kahneman, “We don’t choose between experiences, but we choose between memories of experiences.” You can’t be loyal to something that you haven’t experienced.”


Colin Shaw is the Founder & CEO of Beyond Philosophy LLC, a customer experience consulting company that has been recognized by the Financial Times as ‘one of the leading management consultancies for the last three years in a row. He is the co-host of the highly successful Intuitive Customer podcast, which is rated in the top 5% of all podcasts globally by Buzzsprout. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
  1. What is customer science?
  2. How do you identify customer behavior?
  3. Does AI improve customer service?
  4. What is a customer journey map?
  5. Why is customer segmentation important?

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