{"id":33267,"date":"2025-11-08T13:55:00","date_gmt":"2025-11-08T18:55:00","guid":{"rendered":"https:\/\/beyondphilosophy.com\/?p=33267"},"modified":"2025-11-15T13:56:04","modified_gmt":"2025-11-15T18:56:04","slug":"i-signed-a-gag-order-heres-what-it-taught-me-about-organizations","status":"publish","type":"post","link":"https:\/\/beyondphilosophy.com\/i-signed-a-gag-order-heres-what-it-taught-me-about-organizations\/","title":{"rendered":"I Signed a &lsquo;Gag Order&rsquo;. Here&rsquo;s What It Taught Me About Organizations"},"content":{"rendered":"\n<!-- iframe plugin v.6.0 wordpress.org\/plugins\/iframe\/ -->\n<iframe loading=\"lazy\" style=\"border:none\" src=\"\/\/html5-player.libsyn.com\/embed\/episode\/id\/36900300\/height\/100\/width\/\/thumbnail\/yes\/render-playlist\/no\/theme\/custom\/tdest_id\/606730\/custom-color\/f7a011\" height=\"100\" width=\"100%\" scrolling=\"no\" 0=\"allowfullscreen\" 1=\"webkitallowfullscreen\" 2=\"mozallowfullscreen\" 3=\"oallowfullscreen\" 4=\"msallowfullscreen\" class=\"iframe-class\" frameborder=\"0\"><\/iframe>\n\n<p data-start=\"96\" data-end=\"214\"><span style=\"font-size: 12pt;\">In this episode, Colin Shaw shares a recent personal experience with a major brand that imposed a &#8216;gag order&#8217; (NDA) after a poor service experience \u2014 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 can conflict with CX goals, and what leaders must do to ensure learning, trust, and advocacy remain priorities. A must-listen for CX professionals and senior leaders alike.<br \/>\n<!--more--><\/p>\n<p><\/span><\/p>\n<p data-start=\"748\" data-end=\"857\"><span style= \"font-size: 12pt;\"><strong data-start=\"748\" data-end=\"763\">Best Quote:<\/strong><\/span><\/p>\n<p data-start=\"748\" data-end=\"857\"><span style= \"font-size: 12pt;\"><em data-start=\"766\" data-end=\"857\">&#8220;Who decides? That is the question every leadership team should ask \u2014 and answer wisely.&#8221;<\/em><\/span><\/p>\n<p data-start=\"859\" data-end=\"877\"><span style= \"font-size: 12pt;\"><strong data-start=\"859\" data-end=\"877\">Key Takeaways:<\/strong><\/span><\/p>\n<ul data-start=\"878\" data-end=\"1439\">\n<li style=\"font-size: 12pt;\" data-start=\"878\" data-end=\"982\">\n<p data-start=\"880\" data-end=\"982\"><span style= \"font-size: 12pt;\">Organizational silos often lead to decisions that prioritise risk management over customer experience.<\/span><\/p>\n<\/li>\n<li style=\"font-size: 12pt;\" data-start=\"983\" data-end=\"1121\">\n<p data-start=\"985\" data-end=\"1121\"><span style= \"font-size: 12pt;\">Legal and PR functions may act rationally within their remit, but this can result in poor CX outcomes without CX leadership involvement.<\/span><\/p>\n<\/li>\n<li style=\"font-size: 12pt;\" data-start=\"1122\" data-end=\"1221\">\n<p data-start=\"1124\" data-end=\"1221\"><span style= \"font-size: 12pt;\">Service recovery is a powerful opportunity to build trust and advocacy \u2014 if handled thoughtfully.<\/span><\/p>\n<\/li>\n<li style=\"font-size: 12pt;\" data-start=\"1222\" data-end=\"1307\">\n<p data-start=\"1224\" data-end=\"1307\"><span style= \"font-size: 12pt;\">The presence of gag orders may indicate systemic issues that need urgent attention.<\/span><\/p>\n<\/li>\n<li style=\"font-size: 12pt;\" data-start=\"1308\" data-end=\"1439\">\n<p data-start=\"1310\" data-end=\"1439\"><span style= \"font-size: 12pt;\">CX leaders must break silos, promote organisational learning, and ensure customer trust is considered in every critical decision.<\/span><\/p>\n<\/li>\n<\/ul>\n<p dir=\"ltr\">&nbsp;<\/p>\n<p dir=\"ltr\"><strong><a href=\"https:\/\/www.nice.com\/lps\/nice-cognigy-launch-event?utm_source=influencers&amp;utm_medium=cpc&amp;utm_campaign=NL_Q425_EN_PLT_GLOB_252346_WBN_NiCE-Cognigy-Virtual-Launch-Event&amp;utm_content=0522834&amp;utm_detail=dentsu-influencers-nicecog-glob-colin\" rel=\"nofollow noopener\" target=\"_blank\"> Register for the &#8216;Unleash AI. Reimagine CX launch event&#8217; by NiCE &nbsp;Cognigy<\/a><\/strong><\/p>\n<p dir=\"ltr\"><strong><a title=\"Register for event\" href=\"https:\/\/www.nice.com\/lps\/nice-cognigy-launch-event?utm_source=influencers&amp;utm_medium=cpc&amp;utm_campaign=NL_Q425_EN_PLT_GLOB_252346_WBN_NiCE-Cognigy-Virtual-Launch-Event&amp;utm_content=0522834&amp;utm_detail=dentsu-influencers-nicecog-glob-colin\" rel=\"nofollow noopener\" target=\"_blank\"> https:\/\/www.nice.com\/lps\/nice-cognigy-launch-event?utm_source=influencers&amp;utm_medium=cpc&amp;utm_campaign=NL_Q425_EN_PLT_GLOB_252346_WBN_NiCE-Cognigy-Virtual-Launch-Event&amp;utm_content=0522834&amp;utm_detail=dentsu-influencers-nicecog-glob-colin<\/a><\/strong><\/p>\n<p dir=\"ltr\">&nbsp;<\/p>\n<p dir=\"ltr\"><strong>About the Hosts:<\/strong><\/p>\n<p dir=\"ltr\"><span style=\"font-size: 12pt;\">Colin Shaw is a <a href=\"https:\/\/www.linkedin.com\/newsletters\/6592050440320368642\/\" rel=\"nofollow noopener\" target=\"_blank\"> LinkedIn &#8216;Top Voice&#8217;<\/a> with a massive 284,000 followers and 87,000 subscribers to his &#8216;Why Customers Buy&#8217; newsletter. Shaw is named one of the world&#8217;s &#8216;Top 150 Business Influencers&#8217; by LinkedIn. His company, <a href=\"https:\/\/beyondphilosophy.com\/\">Beyond Philosophy<\/a> 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 &#8216;<a href=\"https:\/\/beyondphilosophy.com\/podcasts\/\">The Intuitive Customer<\/a>&#8216;\u2014with over 600,000 downloads\u2014and author of eight best-sellers on customer experience, Shaw is a sought-after keynote speaker. <a href=\"https:\/\/www.linkedin.com\/in\/colinrjshaw\/\" rel=\"nofollow noopener\" target=\"_blank\">Follow Colin on LinkedIn<\/a>.<\/span><\/p>\n<p dir=\"ltr\"><span style=\"font-size: 12pt;\">Ryan Hamilton is a Professor of Marketing at Emory University&#8217;s Goizueta Business School and co-author of &#8216;The Intuitive Customer&#8217; book. An award-winning teacher and researcher in consumer psychology, he has been named one of Poets &amp; Quants&#8217; &#8220;World&#8217;s Best 40 B-School Profs Under 40.&#8221; 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 called <a href=\"https:\/\/bit.ly\/3ZCN2wD\" rel=\"nofollow noopener\" target=\"_blank\">&#8220;The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things&#8221;<\/a> Harvard Business Press 2025&nbsp;<\/span><\/p>\n<p dir=\"ltr\"><span style=\"font-size: 12pt;\"><a href=\"http:\/\/linkedin.com\/in\/ryan-hamilton-49b3321\" rel=\"nofollow noopener\" target=\"_blank\">Follow Ryan on LinkedIn.<\/a><\/span><\/p>\n<p dir=\"ltr\"><strong><span style=\"font-size: 12pt;\">Subscribe &amp; Follow<\/span><\/strong><\/p>\n<p dir=\"ltr\"><span style=\"font-size: 12pt;\"><a href=\"https:\/\/podcasts.apple.com\/gb\/podcast\/the-intuitive-customer-helping-you-improve-your\/id1319228135\" rel=\"nofollow noopener\" target=\"_blank\"> Apple Podcasts<\/a><\/span><\/p>\n<p dir=\"ltr\"><span style=\"font-size: 12pt;\"><a href=\"https:\/\/open.spotify.com\/show\/1Jqx6D32nGurAqVXZ6vAEE?si=ace8c990b8254ec5\" rel=\"nofollow noopener\" target=\"_blank\"> Spotify<\/a><\/span><\/p>\n<p><a href=\"http:\/\/sites.libsyn.com\/108490\/i-signed-a-gag-order-heres-what-it-taught-me-about-organizations?tdest_id=606730\" rel=\"nofollow noopener\" target=\"_blank\"><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>In this episode, Colin Shaw shares a recent personal experience with a major brand that imposed a &#8216;gag order&#8217; (NDA) after a poor service experience \u2014 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 can conflict [&hellip;]<\/p>\n","protected":false},"author":3143,"featured_media":27706,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[640],"tags":[],"class_list":["post-33267","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-podcasts"],"_links":{"self":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts\/33267","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/users\/3143"}],"replies":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/comments?post=33267"}],"version-history":[{"count":2,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts\/33267\/revisions"}],"predecessor-version":[{"id":33270,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts\/33267\/revisions\/33270"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/media\/27706"}],"wp:attachment":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/media?parent=33267"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/categories?post=33267"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/tags?post=33267"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}