Crack The Customer Code

Today we transcend the plateaus of current customer experience understanding with Colin Shaw, founder of Beyond Philosophy and co-author of The Intuitive Customer. Creating loyalty with The Intuitive Customer So many companies are focusing on customer experience, yet so many are getting it wrong! That’s why as practitioners in the customer experience field, we’re delighted to interview Colin Shaw to discuss his new book, The Intuitive Customer. We put so much effort into understanding the rational side of the experience, such as time on call and product delivery, we often neglect the irrational side, which is centered on emotion. Unfortunately, this is the side of the experience customers will remember, and what will ultimately influence their decisions. “Paying sole attention to a rational experience,” says Colin, “is at the root cause of why organizations are getting this stuff wrong.” In this interview, Colin shares many of our favorite highlights from The Intuitive Customer. He explains how new academ