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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.

How You Can Predict and Avoid Customers Changing Their Minds

I want to let you into a little secret. I’ve learned to ask customers a question over the years. Ready to know what it...

Should We Add ‘Additional Fees’ to Our Pricing to Increase Our Profits?

  Like many of you, our listener Brian Williams is grappling with the additional costs of doing business in our era of sustained inflation. He...

Restaurant Experiences That Drive Me MAD! What Can We Learn From These?

  My two favorite Muppets were Statler and Waldorf. You might remember these were the two old guys that sat on the balcony and heckled...

How Can I Establish a Reputation for Low Prices WITHOUT Seeming Cheap and Low Quality?

  Catherine, one of our podcast listeners, wants to know how to establish her organization’s reputation for having low prices without the companion reputation for…

How AI Is in Danger of Suffering From ‘Shiny New Object Syndrome’

  Are you ready for AI? Some firms are. To be counted among them requires preparation. Author, speaker, consultant, and The Agile Brand podcast host…

Discover 3 Surprising Tactics Customers Use to Evaluate Your Price

  We have multiple ways of evaluating prices. These differ in terms of how easy they are for us to do and how accurate they...

How to Make the Time Your Customers Wait Seem Fair

Sometimes your customers have to wait. You would rather that wasn’t necessary, but it is reality. So, rather than ignoring this fact, I wanted to…

How Making Customer Wait Reveals How Internally Focused Your Organization Is

Waiting is another type of cost to the customer. When you make them wait, you’re charging them in their time. Companies should consider this cost…

Critical Thinking: Where are you on this new customer time paradigm?

Many years ago, I read a book that changed my life, The Experience Economy by Joe Pine, founder of Strategic Horizons. As a pioneer in…

The Struggle to Unravel the Truth Behind Customer’s Perception and Reality

Damien is “In A Pickle.” His organization’s delivery stats tell them that they’re doing quite well. But when they do customer survey data, the customers…

Why Authentic Experiences are Vital to Business Growth & How to Create Them

Authenticity is an essential part of an experience. However, authenticity is more complicated than you might think at first. We are discussing authenticity here because...

In an Increasingly Competitive Market How Do We Differentiate Our Offering?

I was at a drugstore standing before the vitamin shelves the other day. There are hundreds of bloody vitamin options. It got me thinking about…

How to Prevent This Catastrophic Error So Many Are Making With AI

Organizations are making a common mistake with AI. From a strategic standpoint, organizations are losing opportunities to improve their ability to enhance their Customer...

Grasp this opportunity, it’s the small things that have the biggest effect!

The Magic Castle Hotel made the top ten of all Los Angeles hotels on Trip Advisor. The reason why would probably surprise you, but it’s…

5 rules for building an incredible brand relationship with your customers!

Your brand is in a relationship with your customers. Like any relationship, some of them are healthy while others are not. Unfortunately, people often form…

This is how you get your case for change accepted by your organization

A strange thing about corporate life is that after you get your annual spending budget approved for your department, you often still have to get…

It’s all about context stupid! Why most businesses fail to take this into account

Organizations don’t think enough about the context in which a customer enters the experience. Most believe that every customer is the same. However, understanding...

How combining this behavioral checklist to your journey maps will dramatically improve them

Journey Mapping is an excellent tool in experience design efforts. However, I often complain that they do not include the emotional journey, which is...

Become a better leader by knowing yourself and managing your emotions

Emotional intelligence (EQ) is critical to leadership. EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing...

Stop using Customer Engagement as jargon and let’s truly understand it

We have been remiss. In the past five years, we have talked about the Cleveland Browns, a struggling team in the NFL, several times but…

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