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.
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...
Like many of you, our listener Brian Williams is grappling with the additional costs of doing business in our era of sustained inflation. He...
My two favorite Muppets were Statler and Waldorf. You might remember these were the two old guys that sat on the balcony and heckled...
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…
Are you ready for AI? Some firms are. To be counted among them requires preparation. Author, speaker, consultant, and The Agile Brand podcast host…
We have multiple ways of evaluating prices. These differ in terms of how easy they are for us to do and how accurate they...
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…
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…
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…
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…
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...
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…
Organizations are making a common mistake with AI. From a strategic standpoint, organizations are losing opportunities to improve their ability to enhance their Customer...
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…
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…
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…
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...
Journey Mapping is an excellent tool in experience design efforts. However, I often complain that they do not include the emotional journey, which is...
Emotional intelligence (EQ) is critical to leadership. EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing...
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…