Colin Shaw

Amazon’s Latest Experiment – Will It Work?

The new cashierless Amazon Go store is open for business in Seattle, and it could revolutionize the way we shop. At least that’s what some people think. Personally, I’m not so sure. Amazon Go is an 1800 square foot market, with a mix of prepared f...

Why Customers Make Strange Decisions

Imagine that you bought a ticket to see a play for $20. But when it’s time to go to the theatre you have lost the ticket. Would you buy another ticket for the show for $20? The reason I ask is that it is a significant economic decision and not everyone...

How We Make Decisions – Prospect Theory

Prospect Theory is the name of the concept developed by Nobel-prize winning professor Daniel Kahneman and Amos Tversky, who were the “Godfathers of modern decision science.” It describes the hidden influences that exist that drive our behavior—and they...

Troublesome Trends & Predictions for 2018

I am apprehensive about my industry. Having worked in Customer Experience since 2002, I may be too much of a purist. However, for a while now, I have been writing about the decline and dilution of the discipline of Customer Experience. From changing ti...

UK Scores Fall Whilst U.S. Rise – What’s The Problem?

Every time I go back to the UK I feel like I took a step back in time. The Customer Experiences I have in...

Nudges: Make Sure Yours Work!

Small changes, or nudges, having a big impact on people’s behavior is one that everyone in the behavioral economic community supports and heralds as...

What the Best Companies Do That Yours Doesn’t!

Many companies seeking to improve their Customer Experience (CX) understand the importance of putting the customer at the center of everything they do. Doing...

Make It Happen! Keep Your Holiday Shoppers Coming Back

It’s mid-November, and that means retailers’ annual holiday promotions are reaching a fever pitch. Discount department store Kohl’s will kick off Black Friday at 5...

Revealed! The Business Skill Most People Don’t Have

After my wife Lorraine and I ordered dinner in a restaurant the other night, I decided to have a glass of wine. Now, where...

It’s Essential: Understand Your Customer’s Habits!

We all have habits, good and bad. Few of us remember how they formed. Few of us know how to change them—especially those bad ones....

Worried? Is Your Contact Center Failing You?

Contact centers are often the communications lifeblood of a business. It’s where clients get the opportunity to talk to a ‘real person’, whether it’s...

Exploit Your Customer’s Senses!

Imagine you are in the waiting room at your dentist. You’ve had a pain twingeing at your back tooth for a few days now...

Millennials Still Shop In Stores, But Are They in Yours?

If you were to guess whether Millennials prefer to buy online (on their phones) or in brick-and-mortar stores, what would you guess? No Googling,...

How To Use Your Customer’s Emotions to Get What You Want

Theory is one thing. Implementation is another. Ideas are useless if you can’t apply them. The idea I often share is that customer emotions influence...

The 3 Trends Customer Experience Professionals Can’t Afford to Ignore

As a Customer Experience professional, understanding three trends today is imperative. Without accepting these tenets, you are thwarting your success before you even begin....

Be Warned: You Can’t Rely On Big Data!

I’ve been reading about Big Data’s foray into “Journey Analytics.” Journey analyticsseeks to improve customer experience by collecting data at each point on a customer’s...

Unbelievable: Latest Airline Fiasco!

RyanAir, Europe’s largest airline, in my view are the epitome of a poor Customer Experience. Over the last few days, they have proven this...

Revealed: Why We Don’t Like Extremes

When you are making decisions, you carefully consider all the facts and factors that present in a logical and orderly process, right? Not so...

Beware! Don’t Make These Mistakes When Measuring Success

When you are improving your Customer Experience (CX), measuring your progress is crucial.  Measurement tells you what you are doing right and, perhaps more...

Unbelievable! Walmart Shopping Just Got Better!

Walmart is debuting a towering new kiosk that makes it easier to pick up online orders in your local Walmart store. Early reviews of Walmart’s...

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