Nov 8, 2025
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...
Oct 11, 2025
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...
Oct 10, 2025
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...
Sep 27, 2025
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...
Sep 20, 2025
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...