Dec 6, 2025
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...
Nov 22, 2025
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.
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...