Best Customerbehavior Podcasts (2025)

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The Discipline Of Transformational Leadership: Lessons From Lindsay Vastola 36:21

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2h ago36:21

36:21

In this episode of the Fitness + Technology Podcast, host Bryan O'Rourke welcomes Lindsay Vastola to the show. With a rich background spanning corporate management and entrepreneurship, Lindsay brings a dynamic perspective to leadership and professional growth. Through her engaging keynote presentations, professional development workshops, and thou…

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I Signed a 'Gag Order'. Here's What It Taught Me About Organizations 27:52

11d ago27:52

27:52

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 experiences, how internal motivations…

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AI Front Desk: Transforming Frontline Work With Brian Holmes 35:02

3d ago35:02

35:02

In this episode of the Fitness + Technology Podcast, Bryan O'Rourke welcomes Brian Holmes, CEO and Founder of AI Front Desk. With hiring, training, and retaining frontline workers becoming increasingly challenging, AI Front Desk offers innovative artificial intelligence solutions that handle complex business tasks directly. By reducing dependence o…

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Key Trends That Will Shape The Global Fitness Industry — Live from FitLife's Club Network Conference With Bryan O'Rourke 1:12:11

15d ago1:12:11

1:12:11

In this episode of the Fitness + Technology Podcast, Bryan O'Rourke shares his keynote presentation delivered live at FitLife's Club Network Conference in Seattle. Bryan explores the key trends transforming the global fitness industry from rapid technological advancements to the evolving importance of human capital. He emphasizes why now is a pivot…

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The Thrill of the Chase: Why Anticipation Beats Ownership 25:48

1M ago25:48

25:48

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 viral Stanley Cup craze, they unpack th…

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When Rebrands Go Wrong: Lessons for Customer Experience Leaders 36:35

1M ago36:35

36:35

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 customers. The conversation dives into the…

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AI That Listens: Why Real-Time Feedback is the Future of Customer Experience 39:40

2M ago39:40

39:40

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 Intuitive Customer, I (Colin Shaw) and P…

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Brand Archetypes: Straightjacket or Springboard for CX? 30:53

2M ago30:53

30:53

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 Hero and the Outlaw (Pearson & …

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Exploring Integrative Coaching & Wellness Services With Chris Edwards 24:34

2M ago24:34

24:34

In this episode of the Fitness + Technology Podcast, host Bryan O'Rourke welcomes back Chris Edwards, Founder and CEO of TriCore Wellness. TriCore focuses on the integration of technology, health data, and professional coaching to deliver comprehensive wellness solutions for individuals, employees, and organizations. Chris joins Bryan to discuss hi…

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Your Customers are Lazy... and Bored: How to Use That to Your Advantage 25:01

3M ago25:01

25:01

Your Customers are Lazy... and Bored: How to Use That to Your Advantage Show Notes: This week on The Intuitive Customer, Colin takes a step back and welcomes guest host Morgan Ward to explore one of psychology's favourite contradictions: why customers cling to the familiar, yet crave novelty. From music playlists to yogurt purchases, from comfort f…

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Why Customer Satisfaction Hasn't Budged in 30 Years: Two new guest experts tell us why 37:31

3M ago37:31

37:31

In this milestone episode, The Intuitive Customer undergoes a transformation. Colin Shaw announces a step back from the regular hosting role, prompting a fresh chapter in the podcast's evolution. Hosts Colin Shaw and Professor Ryan Hamilton introduce two new expert contributors — Dr. Morgan Ward, a consumer psychologist, and Ben Shaw, a brand strat…

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Strategic Leadership & Growth at Life Time With Jeff Zwiefel 29:43

4M ago29:43

29:43

In this episode of the Fitness + Technology Podcast, host Bryan O'Rourke sits down with Jeff Zwiefel, Executive Director of Longevity & Performance at Life Time. With over three decades of leadership in the health, fitness, and wellness industry, Jeff brings a wealth of experience in strategic planning, brand evolution, and operational excellence. …

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From Legacy to Loyalty: The Practical CX Playbook That Drives a 90 NPS 41:43

4M ago41:43

41:43

You can theorise about Customer Experience all day, but gaining a Net Promoter score of 90 is not a theory. It shows a great focus and implementation of Customer Experience. This week, we are exploring how this was achieved with Kamron Kunce, VP of Marketing & Customer Experience at RJ Young. https://www.rjyoung.com/ RJ Young has been in business f…

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How To Make AI Work in the Real World of CX 31:54

4M ago31:54

31:54

In this episode of The Intuitive Customer, Colin Shaw speaks with Andy Traba, VP of Product Marketing at NICE, about the company's new mission: Creating a NiCE World. This isn't just a rebranding message — it's a strategic shift toward unified, proactive, and AI-enabled customer experiences. Andy and Colin explore why AI alone isn't enough, the dan…

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AI vs. Human: Are You Making The Right Choice or a BIG Mistake! 30:27

5M ago30:27

30:27

AI is taking over—well, at least some parts of customer service. But how do you know when to automate and when to stick with the good old-fashioned human touch? In this episode, we dive into one of the most crucial decisions organizations are making today: When should you use AI, and when do customers actually need a human? Spoiler alert: If you le…

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Driving Innovation In 3D Design Software With Richard Grönberg 20:54

5M ago20:54

20:54

In this episode of the Fitness + Technology Podcast, host Bryan O'Rourke welcomes Richard Grönberg, Founder and CEO of ECDESIGN — a leading 3D interior design software that empowers sales professionals to quickly plan and visualize any space without the complexity of traditional CAD tools. With over 10,000 companies across 170 countries using the p…

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Accelerating Growth In Boutique Fitness With Julian Barnes 40:51

4M ago40:51

40:51

In this episode of the Fitness + Technology Podcast, host Bryan O'Rourke is joined by Julian Barnes, Co-Founder and CEO of The BFS Network, a market intelligence and growth accelerator for beauty, fitness, and self-care businesses. In his role, Julian serves as a strategic growth advisor, helping BFS members enhance profitability and scale smarter.…

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OfferingTree: Building Trust and Tech For Wellness Pros With Eddie Arpin 30:42

5M ago30:42

30:42

In this episode of the Fitness + Technology Podcast, host Bryan O'Rourke is joined by Eddie Arpin, Co-Founder of OfferingTree, a comprehensive website, scheduling, and payment solution designed specifically for wellness professionals. OfferingTree empowers coaches, yoga instructors, personal trainers, mindfulness teachers, and other wellness practi…

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The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things 34:03

5M ago34:03

34:03

How do you grow your revenues without upsetting your existing customers? In this episode, Colin Shaw and Professor Ryan Hamilton dive into the new book he has written with Anne Wilson, Senior Lecturer at Wharton. Published by Harvard Business Review Press, the book is called: The Growth Dilemma: Managing Your Brand When Different Customers Want Dif…

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The Future of Fitness LIVE From Beyond Activ With Bryan O'Rourke 22:36

5M ago22:36

22:36

In this episode of the Fitness + Technology Podcast, Bryan O'Rourke shares his keynote, "The Key Trends Creating Opportunities and Challenges for the Global Fitness Industry in the Next 5 Years" live from Beyond Activ in Singapore. Bryan shares the spotlight for what's next for fitness across the globe — from emerging technologies and programming i…

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What Customers Really Think About Your AI Experience: Academic Research Reveals the Truth. 1:09:29

5M ago1:09:29

1:09:29

Have you ever said "thank you" to a chatbot or Chat GPT? Well, you're not alone—and you might just be weirder than you think. It turns out AI can be more empathic than people. But what do Customers think of AI experiences? Academic research reveals the answers we discuss in this show. In this special live-recorded episode from the SOCAP Conference,…

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Today's New World Of Startups & Technologies With Pariskshit Dutt & Jackson Powell 24:12

6M ago24:12

24:12

In this episode of the Fitness + Technology Podcast, Bryan O'Rourke welcomes Pariskshit Dutt & Jackson Powell to the show. They are the founders of Fittest, a hardware-free heart rate tracking platform designed to help gyms boost member engagement, drive accountability, and increase retention. By seamlessly integrating with wearables, Fittest provi…

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The Brand Builds The Promise; Customer Experience DOES NOT Deliver! Why? 37:00

6M ago37:00

37:00

How happy are you when you buy auto insurance? If your answer is anything other than thrilled, you're not alone. In fact, years ago, a UK insurance company tried to convince us otherwise with their tagline "Quote Me Happy." Spoiler alert: Nobody was happy. This raises a fascinating question: What role does advertising play in the customer experienc…

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The Future of Fitness Presentation: LIVE From SIBEC With Bryan O'Rourke 39:22

6M ago39:22

39:22

In this episode of the Fitness + Technology Podcast, Bryan O'Rourke shares his presentation "The Future of Fitness" live from SIBEC. Bryan offers a bold and thought-provoking look at how industry leaders can thrive amid rapid transformation. From navigating global micro and macro trends to redefining leadership, marketing, and digital strategy, thi…

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AI Won't Save Your Customer Experience—But This Might... 32:19

6M ago32:19

32:19

Episode Summary: Everyone's talking about AI like it's some kind of CX fairy godmother—"Bibbidi-bobbidi-boo! Your NPS just went up 50 points!" Spoiler alert: it doesn't work like that. In this episode, Colin and Ryan are joined by Frederic Durand, CEO of Diabolocom, and Collin D. Ehret, Senior Enterprise Sales Director (yes, another Collin… brace y…

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The Sales Funnel & Consumer Behaviors: Challenges & Opportunities With Sarah Harris & Hilary McGuckin 46:27

6M ago46:27

46:27

In this episode of the Fitness + Technology Podcast, Bryan O'Rourke shares his webinar with Hilary McGuckin and Sarah Harris from Keepme.ai as they explore how the modern fitness sales funnel is evolving—and what that means for fitness operators, marketers, and tech providers alike. In their conversations, they unpack: The biggest challenges fitnes…

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Successfully Augmenting Fitness Facility Products & Services With Garrett Marshall 35:50

7M ago35:50

35:50

In this episode of the Fitness + Technology Podcast, host Bryan O'Rourke welcomes back Garrett Marshall, a distinguished leader with over 22 years of experience driving growth in the wellness industry. Garrett's expertise spans strategy and innovation, executive leadership, business development, strategic partnerships, and technological product dev…

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🎉 400th Episode Of The Intuitive Customer Podcast! - These Are Our Biggest CX Lessons 33:06

7M ago33:06

33:06

Eight years, 750,000 downloads, and 400 episodes later, The Intuitive Customer is celebrating this major milestone! In this episode, Colin Shaw and Professor Ryan Hamilton reflect on what has changed in customer experience over the years and share their biggest learnings. 📊 The Reality of Podcasting: Podcasting is booming, with 546 million listener…

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Next Gen-Fitness: Innovation, Insights, & Industry Disruption With Bryan O'Rourke 50:18

7M ago50:18

50:18

In this episode of the Fitness + Technology podcast, Bryan O'Rourke joins an exclusive panel live from FIBO to explore the future of the fitness industry through the lens of technology, innovation, and digital transformation. Featuring global industry leaders: Bryan K. O'Rourke – President, Fitness Industry Technology Council | Chairman, Vedere Ven…

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ROOK: Data Integration & Its Utility In Our Industry With Marco Benitez 25:28

7M ago25:28

25:28

This week on the Fitness + Technology podcast, host Bryan O'Rourke welcomes Marco Benitez to the show. Marco is the CEO & Founder of ROOK, a wearable API that transforms health data and empowers apps and software with actionable insights. ROOK easily processes and embeds data from hundreds of wearables with single integration and shares access to d…

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How Your Customers Judge You Before You Even Open Your Mouth 29:53

7M ago29:53

29:53

First impressions aren't just important—they're everything. Research shows that customers, clients, and even your colleagues are forming opinions about you, your brand, and your business in mere seconds—often before you even get a chance to introduce yourself! In this episode, Colin Shaw and Professor Ryan Hamilton dive deep into the psychology of …

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10 Proven Ways Guaranteed To Build Trust In Your Customers! 29:10

8M ago29:10

29:10

Trust: it's the glue that holds relationships together—both personal and professional. Yet, so many businesses get it wrong. In this special milestone episode (yes, 400 episodes!), Colin Shaw and Professor Ryan Hamilton break down why trust is the foundation of every great customer experience and, more importantly, how you can earn it, keep it, and…

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Elevating Lead Gen. Marketing, Tech, & Data With Mike Arce 40:30

8M ago40:30

40:30

This week on the Fitness + Technology podcast, host Bryan O'Rourke welcomes Mike Arce to the show. Mike is the CEO & Founder of Loud Rumor, which helps fitness studios dramatically increase membership by improving their marketing strategies through consulting. Today, Mike joins Bryan to talk about his business, lead generation marketing, implemente…

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Why Short-Form Content & Thinking is Destroying Your Customer Experience And Your Career. 30:49

8M ago30:49

30:49

Are we thinking less in the age of information overload? In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton discuss the hidden dangers of short-term thinking in customer experience. Businesses are obsessed with quick fixes, but is this addiction to fast results actually damaging long-term success? Join us as we explor…

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Tiny Tweaks That Can Have a BIG Effect (And Why They Sometimes Don't) 29:39

9M ago29:39

29:39

🔹 Ever wonder why you always end up choosing the medium popcorn, even when you weren't hungry? Or why some websites magically guide you toward the "best" deal? That's not luck—it's behavioral science in action. In this episode of The Intuitive Customer, Colin Shaw and Professor Ryan Hamilton reveal the power of nudging—tiny tweaks that subtly influ…

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Upcoming Industry Events & Other Insights With Hans Muench 17:39

8M ago17:39

17:39

This week on the Fitness + Technology podcast, host Bryan O'Rourke welcomes back Hans Muench to the show. As the Director of International Development at FIT-C, he leads the council's efforts to grow the fitness industry, improve fitness user experience, and mature the collection of real-time wellness data through the creation of interoperability s…

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Keepme: Misconceptions About AI Tech Adoption With Ian Mullane 31:49

8M ago31:49

31:49

This week on the Fitness + Technology podcast, host Bryan O'Rourke welcomes Ian Mullane to the show. Ian is the Founder & CEO of Keepme, an AI-powered sales and marketing CRM platform for the fitness industry. Launched in April 2019, Keepme has customers globally and assists hundreds of clubs with member acquisition and retention. Today, Ian joins …

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The Psychology Of Discounts: Are You Inadvertently Training Your Customers? 29:18

9M ago29:18

29:18

Discounting—it feels like a surefire way to attract customers, right? Everyone loves a good bargain. But what happens when discounts stop being a tool and start becoming an expectation? In this episode, Colin Shaw and Professor Ryan Hamilton dive into the dangerous addiction of price discounting—how it lures in customers, why businesses struggle to…

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Virtual Road Show: Perspectives On The European Fitness Market With Doug Miller 45:59

9M ago45:59

45:59

This week on the Fitness + Technology podcast, host Bryan O'Rourke welcomes Doug Miller to the show. With extensive experience as an industry advisor, including his role with IHRSA's European Council, Doug brings valuable insights into the evolving fitness landscape. As the owner of Virtual Road Show, an innovative app providing transformational ed…

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7 Ways To Break Organizational Silos; The Silent Killer Of Customer Experience 29:53

9M ago29:53

29:53

🚀 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…

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Psychological Pricing: 7 Practical Tips You Can Use Today to Boost Sales 37:03

9M ago37:03

37:03

Pricing. It's one of the most critical decisions your business will ever make, yet most people approach it like a finger-in-the-air guessing game. But what if you could tap into psychological principles to not just set prices, but make your customers feel they're getting a great deal? That's what this episode of The Intuitive Customer is all about.…

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How to Evoke Emotions That Make Customers Come Back for More 35:03

9M ago35:03

35:03

Episode Summary: Are you evoking the right emotions in your customers, or are you unknowingly driving them away? In this episode, Colin Shaw and Professor Ryan Hamilton dive deep into the fascinating (and often overlooked) world of customer emotions. Emotions are at the heart of every customer experience—from frustration and neglect to trust and ha…

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Silence Is Killing Your Business: The Innovation Cost of Quiet Teams 35:31

10M ago35:31

35:31

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 te…

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NovoFit: Recognizing Global Trends & Stoic Leadership With Barry McDonald 33:43

10M ago33:43

33:43

This week, on the Fitness + Technology podcast, host Bryan O'Rourke welcomes Barry McDonald to the show. Barry is the CEO of NovoFit, an Australian owned and operated fitness equipment distribution company representing some of the top brands in the industry. With 20 years in the health and fitness industry, Barry has extensive experience and insigh…

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10 Career Lessons You Need to Thrive in 2025 32:42

10M ago32:42

32:42

Episode Summary 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 thriv…

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Breaking the Routine: How to Help Customers Form New Habits 27:06

10M ago27:06

27:06

Episode Summary 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 h…

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Tariffs, Technology, and Trends: What 2025 Means For You and Your Customers 31:57

10M ago31:57

31:57

Episode Summary 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 strategi…

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5 Ways You Can Tell When You Are Being Ripped Off! ...And What To Do About It! 26:08

11M ago26:08

26:08

Quote of the Episode "If something feels off, it probably is. Trust your instincts and push for clarity—because informed customers are empowered customers." Episode Summary 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 experi…

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Discover the key insight from 2024 and a plan for how to progress in 2025! 22:22

11M ago22:22

22:22

Episode Summary: In this special end-of-year episode, Colin Shaw and Professor Ryan Hamilton reflect on 2024, sharing personal and professional lessons learned throughout the year. The conversation dives into themes of resilience in both life and customer experience, the vital role of community, the need for balance, and the hype surrounding AI. Ke…

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Here is How to Get Your Organization to Be More Customer-Centric 33:08

11M ago33:08

33:08

We are frustrated. Despite years of effort across industries, customer satisfaction has only seen marginal improvement since the 1990s. By marginal improvement, we mean it went up four points. That's right, four. This stagnation suggests a need for deeper cultural and operational changes to prioritize customer experiences truly. Our discussion in t…