🚀 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 the result is a disjointed, frustrating experience for customers (and let’s be honest, for employees too).

If you’ve ever tried to resolve a simple issue with a company only to be bounced between departments like a human pinball, you’ve experienced the dark side of silos firsthand.

In this episode, Colin Shaw and Professor Ryan Hamilton dive deep into how silos are sabotaging your business and—more importantly—how to break them down. Colin also shares a particularly painful real-world example of a never-ending kitchen renovation that perfectly illustrates just how badly siloed teams can fail. (Hint: You’ll never look at a home improvement store the same way again.)

🔹 Common goals mean nothing if they aren’t lived out. Every company says “We put customers first”—but do they actually? If your Finance team makes policies that inconvenience customers, the answer is no.

🔹 Measure what matters. If Sales is rewarded for closing deals, but Implementation is penalized for poor customer satisfaction, you’ve got a problem. Aligning incentives across departments is the only way to drive real customer-centric behavior.

🔹 Cross-functional projects prevent disasters. Ever had a marketing team promise something a product team couldn’t deliver? Or a sales team sell a service that implementation couldn’t support? That’s what happens when silos rule the day.

🔹 Job shadowing changes everything. Want your IT team to build better systems for Customer Service? Have them answer support calls for a day. Want your Finance team to be more customer-friendly? Have them sit in on refund requests.

🔹 Socializing isn’t just for fun—it’s strategic. People who know each other personally collaborate more effectively. The simple act of breaking bread (or sharing a drink) can go a long way toward bridging the gaps between teams.

"I once had an assistant who scheduled my meetings across London without realizing she had me zigzagging across the city like a lost tourist. After one day shadowing me, she never made that mistake again. People don’t realize the pain they cause others until they see it firsthand." – Colin Shaw

About the Hosts:

Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 86,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn.

Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World’s Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press Follow Ryan on LinkedIn.

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 teams is more than just a buzzword—it’s the secret sauce for innovation, collaboration, and performance.

Gary shares eye-opening stories, practical examples, and proven methods to build trust within teams. Learn how even small behaviors like showing vulnerability, demonstrating curiosity, and expressing appreciation can unlock untapped potential in your organization.

If you’re a leader looking to bring out the best in your team—or just curious about why “none of us are as clever as all of us”—this episode is packed with actionable insights you can’t afford to miss.

The moment you create a space where everyone feels safe to contribute, that’s when the magic happens.” — Gary Keogh

Key Takeaways:

1. Learn what it really means to create a workplace where people feel safe and eager to speak openly.

2. It’s not about coddling your team or avoiding accountability.

3. Discover how leadership ego, self-censorship, and rigid cultural norms stifle collaboration—and what you can do about it.

4. Three practical ways to foster psychological safety: show vulnerability, practice curiosity, and express appreciation.

5. The Jeff Bezos Approach: Find out why Amazon’s founder speaks last in meetings and seeks out junior team members’ perspectives first

Resources Mentioned

Contact Gary Keogh: http://linkedin.com/in/gkeogh

Website: https://gkexeccoaching.com/

About the Hosts:

Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 86,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn.

Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World’s Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press Follow Ryan on LinkedIn.

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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 thriving in 2025 and beyond.

From mastering long-term planning to embracing the disruptive power of technology, Colin and Ryan unpack the strategies that make all the difference in building a fulfilling, forward-looking career. Plus, they share personal anecdotes (and a few laughs) about lessons learned the hard way.

Whether you’re just starting out, mid-career, or considering your next big move, this episode is packed with advice you won’t want to miss.

The Best Quote from the Episode

"If it’s going to be, it’s up to me. Don’t wait for someone else to drive your career—successful people create their own opportunities." – Colin Shaw

Key Takeaways

We’re only scratching the surface here—you’ll need to listen to the full episode for the stories and deeper insights behind these points!

1. Think Long-Term: The best careers are built with vision and intentionality. Treat every role as a stepping stone to something greater.

2. Leverage Technology: Generative AI and other innovations are reshaping the workforce. Learn to harness these changes instead of fearing them.

3. Understand Your Strengths: Self-awareness is key—focus on what you’re naturally great at, and let that guide your career decisions.

4. Build a Reputation That Lasts: Your reputation is your greatest currency. What do you want to be known for?

5. Deliver, Deliver, Deliver: At the end of the day, results speak louder than words. Always follow through and exceed expectations.

Why You Need to Tune In

Sure, you could take the lessons at face value, but what makes this episode unmissable are the stories behind the advice. From Colin’s father’s game-changing advice about “learning your boss’s job” to Ryan’s humorous but insightful realization about his dislike for managing people, these are the kinds of lessons you’ll want to hear straight from the source.

Plus, Colin and Ryan’s banter, humor, and candid reflections make this episode not just valuable, but downright enjoyable. You might even come away with a new mantra for your career—and a laugh or two!

🎧 Listen now and take the first step toward making 2025 your most successful year yet!

About the Hosts:

Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 86,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn.

Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World’s Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press Follow Ryan on LinkedIn.

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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 habit formation, the challenges businesses face when trying to change customer routines, and the critical role of segmentation in addressing diverse customer needs. From grocery stores to TSA lines and even Apple’s onboarding strategy, this episode highlights actionable insights for businesses looking to influence customer behavior effectively.

"Habits aren't unbreakable chains; they're shortcuts our brains take to save effort. If businesses want customers to change, they need to guide them gently and reward the new behavior."

1. The Habit Loop
   Habits consist of three components: cue, routine, and reward. Businesses need to understand these elements to create or change customer habits effectively.

2. Transition Requires Support
   Customers resist change when new experiences are disorienting or unclear. Offering onboarding tools, clear signage, or guidance (like Apple’s tutorials or TSA’s segmented lines) can ease the transition.

3. Segment Rewards
   Customers value different rewards. Some prioritize savings, while others value time or convenience. Understanding and tailoring offerings to these preferences can make all the difference.

4. Habits vs. Exploration
   While habits streamline decision-making, they can inhibit discovery. Striking a balance—like Amazon’s recommendation engine—allows businesses to support habitual purchases while encouraging new ones.

5. The Power of Familiarity
   Familiarity offers comfort and efficiency, making it a strong motivator for customers. Businesses need to weigh the risks of disrupting established habits against the potential benefits of change.

About the Hosts:

Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 86,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn.

Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World’s Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press Follow Ryan on LinkedIn.

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If you enjoyed this episode, don’t forget to leave us a review and share it with your network. For more insights and resources, visit Beyond Philosophy and subscribe to never miss an episode of The Intuitive Customer!

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 strategies. The conversation also delves into the unintended consequences of tariffs, the challenges of AI implementation, and the importance of maintaining a customer-centric culture amidst technological advancements.

“Perception is reality, especially in customer experience. Customers’ feelings about the broader world—not just your product—shape their choices.”

1. Economic Uncertainty Is Emotional:
   Confidence, a powerful emotion, drives customer behavior. Economic stability is less about the numbers and more about what customers feel about the economy.\n
2. Tariffs and Customer Choices:
   Tariffs create unintended consequences for customer experience, from higher costs to reduced competition and choice. Policies that seem disconnected from customers often have profound impacts.\n
3. The Shift in Search Behavior:
   AI tools like ChatGPT are reshaping how customers find answers, creating new challenges and opportunities for businesses to differentiate themselves in an AI-driven landscape.\n
4. AI Projects Must Prove Value:
   Without clear goals and success metrics, AI initiatives risk failure. Businesses must align AI with tangible improvements in customer experience.\n
5. Customer-Centricity Trumps Technology:
   A customer-first culture remains essential. Advanced technologies, including AI, will only deliver value when built on a foundation of empathy and understanding.

• Forbes article by Adrian Swincoe: https://www.forbes.com/sites/adrianswinscoe/2024/12/17/15-customer-experience-predictions-for-2025/

About the Hosts:

Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 86,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn.

Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World’s Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press Follow Ryan on LinkedIn.

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"If something feels off, it probably is. Trust your instincts and push for clarity—because informed customers are empowered customers."

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 experiences with home repairs and unexpected costs, they delve into the anatomy of being taken advantage of as a customer. Together, they explore the power dynamics, manipulative tactics, and psychological cues that underpin these interactions.

From high-pressure situations to unnecessary upsells, the hosts provide insights into recognizing when you’re being overcharged and how to protect yourself. Along the way, they share actionable tips for consumers and lessons businesses can learn to build trust and transparency with their customers.

1. Red Flags of Being Ripped Off:

   • Urgency and High Demand: When time is short, and demand is high, you’re more likely to encounter inflated prices.

   • Irrelevant Questions: Excessive or unrelated inquiries can signal attempts to upsell or gauge your lack of expertise.

   • Upselling Early: If a provider pushes additional services before addressing your core issue, proceed cautiously.

   • Manipulative Sales Tactics: Techniques like “calling the manager” or creating false scarcity are designed to wear you down.

   • Unease: Trust your gut—if something feels off, it probably is.

2. Power Dynamics and Information Gaps:

   • Service providers often have the upper hand in terms of expertise and resources, which can lead to exploitation.

   • Customers should ask detailed questions, break down costs, and research to close the information gap.

3. Lessons for Businesses:

   • Transparency and honesty foster long-term trust and customer loyalty.

   • While exploiting urgency or knowledge gaps may yield short-term gains, it damages reputation and drives customers away.

4. Practical Tips for Consumers:

   • Avoid rushed decisions and gather multiple quotes when possible.

   • Demand clarity on costs and don’t hesitate to negotiate.

   • Recognize manipulative tactics and assert your rights as a customer.

About the Hosts:

Colin Shaw is a LinkedIn 'Top Voice' with a massive 284,000 followers and 86,000 subscribers to his 'Why Customers Buy' newsletter. Shaw is named one of the world's 'Top 150 Business Influencers' by LinkedIn. His company, Beyond Philosophy LLC, has been selected four times by the Financial Times as a top management consultancy. Shaw is co-host of the top 1.5% podcast 'The Intuitive Customer'—with over 600,000 downloads—and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. Follow Colin on LinkedIn.

Ryan Hamilton is a Professor of Marketing at Emory University's Goizueta Business School and co-author of 'The Intuitive Customer' book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets & Quants' "World’s Best 40 B-School Profs Under 40." His research focuses on how brands, prices, and choice architecture influence shopper decision-making, and his findings have been published in top academic journals and covered by major media outlets like The New York Times and CNN. His work highlights how psychology can help firms better understand and serve their customers. Ryan has a new book launch in June 2025 called “The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things” Harvard Business Press Follow Ryan on LinkedIn.

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