Colin Shaw
Colin Shaw
Colin is an original pioneer of Customer Experience. LinkedIn has recognized Colin as one of the ‘World's Top 150 Business Influencers’ Colin is an official LinkedIn "Top Voice", with over 280,000 followers & 80,000 subscribed to his newsletter 'Why Customers Buy'. Colin's consulting company Beyond Philosophy, was recognized by the Financial Times as ‘one of the leading consultancies’. Colin is the co-host of the highly successful Intuitive Customer podcast, which is rated in the top 2% of podcasts.
4 Ways to Gain Customers’ Trust in Data Security
Home Depot is the latest big brand to suffer a large-scale data breach, affecting over 56 million payment cards. With headlines like this, it’s...
3 Steps to Becoming #1 on Trip Advisor
The Royal Yacht Britannia is the number one attraction on TripAdvisor in the UK. I have been fortunate enough to know and work with...
4 Ways to Get Customers to do What You Want
How do I get Customers to do what I want; eg: buy our product; use our web site; try a new service? Â Clearly the...
Employee Culture: Why Amazon is on Top and Bank of America Isn’t
Each year, we do a Global Leader Survey of top executives in Customer Experience Management. Last year’s survey revealed that Amazon claimed the top...
Discovering What Customers Don’t Know Themselves
How many times have you undertaken Customer research to discover what a Customer wants you to do to improve their Customer Experience only to...
Are You Making These Mistakes with Your Employees Today?
Managing your relationships with your employees is a challenging task. As a career manager myself, at one time as a manager of 1000s of...
What We Can Learn from Google’s Empowered Culture
In 2014, Google topped the Fortune 100 Best Companies to Work for list, a place that they have been happy to occupy every year...
McDonald’s Latest Move: Heading for a Fall?
Love them or hate them, most of us have eaten at McDonald’s at some point and therefore you are familiar with their menu and...
Paying to Line Jump Customer Service is Wrong
A mobile phone company in the UK EE, (Everything Everywhere) seem to be annoying their Customers every time and any time. Here are three examples.…
Union Street Guest House Commits The Worst Social Media Blunder EVER!
A hotel in Hudson, New York, the Union Street Guest House, will reportedly fine brides $500 for every negative review posted by any of...
Mobile Experience: Harnessing the Power of Your Mobile Channel to Increase Traffic in Retail Stores
The mobile experience, meaning the experience your customers have with you on their smartphones and tablets, is rising in popularity as more shoppers embrace...
Are You an Introvert or Extrovert? New Definitions Are Revealing.
Are You an Introvert or Extrovert? New Definitions Are Revealing. Dr. Carl Jung, the Swiss psychiatrist and the founder of analytic psychology, originally defined introverts...
What Entrepreneurs Can Learn From Following the Example of Musk and Bezos
Being an entrepreneur is a tough job. Working for an entrepreneur can be tough, too. To have employee engagement in your entrepreneurial venture, it...
5 Ways to Make a Great Impression on Your New Customer
New customers are a lot like making a new friend. You need to make sure that you are making a good impression. After all,...
Southwest Employees Know How to Add Fun to the Customer Flight Experience—for FREE!
Southwest Airlines knows how to make a boring speech fun. Best of all it doesn’t cost a dime. Recently featured on CNN’s Anderson Cooper...
Hiring Customer-Ready Employees
In the last two weeks I have been consulting clients on how they can improve their Customer Experience and hire people who are emotionally...
When it Comes to Customer Experience, You Have to Keep Rolling the DICE
Customer Experience is not something you design, implement and then you have it, along with a plaque and a hearty handshake. Sure you do...
Why Publicity Stunts Aren’t Always Great for Customer Experience
Businesses want to publish their services. They do this via advertising, a traditionally expensive medium no matter which channel you use. But a new...
Does a Second Language Create a Second Emotional Signature in Your Customer Experience?
A recent study out of the Universitat de Pompeu Fabra, Spain, confirms that when a customer interacts with a company in a foreign language,...
Discounting a Luxury Brand: The Power of the Attention Cluster of Emotions
Two major luxury fashion brands are experimenting with discounting themselves. Alexander McQueen, and Tiffany have all been embracing their more price conscious shopper. The...