Home Authors Posts by Colin Shaw

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.

Loyalty Cards Don’t Drive Loyalty

Why Loyalty Cards Don't Drive Loyalty Loyalty Cards Don't Drive Loyalty My wallet is full of loyalty cards. In fact, I have hundreds of them…

The Rise of Mobile Customers and How to Reach Them

The numbers are staggering. The smart phone is changing the way Customers interact with most organizations in the way they get information from friends...

Where Does Your Customer Experience Start and Stop?

This is one of the most important questions any organization needs to answer in order to be successful. The reality is your Customer Experience...

A Message to Wall Street: Are You Just Another Hungry Hippo?

Analyst reports: the ever-present companion to a corporate exec's life. I know, because they were my ever-present companion when I worked in corporate life. Too...

15 Statistics That Should Change the Business World – But Haven’t

It still surprises me, even in this day and age, how many people still need convincing that improving the Customer Experience will generate revenue...

10 Must-Do’s for Chief Customer Officers

Chief Customer Officers (CCO) are charged with ensuring that an organization's customer experience is considered by all departments, in all major decisions, at all...

Why Your Business Should Be Telling Stories

Storytelling "Once upon a time…." These words conjure images in our mind. We tell our children the story of the 'boy who cried wolf' to…

The Big Hole in Big Data

Big hole in big data Much has been made about the future of the Internet, of customer relations, and of business interactions with customers. In...

Cracking Employee engagement through leadership

It's tough to get employees engaged but, when you do, it's worth its weight in gold… let me tell you a story about how...

New Research: Emotional experience beats Celebrity endorsements

When you see an ad with a celebrity like Leonardo DiCaprio holding a watch or an ad with someone showing emotion like proposing to...

How Attitudes Drive Economies

It is fascinating to see, and more importantly, to feel the differences between the two countries that I love – the United States and...

Setting an Unachievable Vison

How High Standards Can Hurt Your Business Setting an Unachievable Vision I was sitting in the reception of a new client the other day and...

What Does Your Experience Smell Like? – How smell can generate revenue

What Does Your Experience Smell Like? Regular readers will know that we do not choose between experiences, but we choose between memories of experiences and...

Why you should sack customers?

Sack your Customers! 'You cannot please all the people all the time'… this is a basic reality that many businesses seem to ignore when looking...

How to build lasting business relationships

I am amazed how organizations can be so clever and yet so dumb. Organizations constantly talk about the importance of having loyal customers but...

How Emotions Generate $$$

Who are you loyal to in your life? Your answer is probably family and friends. There is an emotional bond that has beenbuilt up...

Why your memory matters more than your experience

Professor Daniel Kahneman is a Nobel Prize winning psychologist and is notable for his work on the psychology of judgment and decision-making, behavioural...

Why Journey Mapping Sucks

Here is a surprise for you…. your Customers are people! I hope this didn't shock you too much… Given this I really don't understand...

Finding the Answer to Employee Engagement

As usual just looking at the surface of a subject like employee engagement is not enough. There are three pieces of research along with...

Bank of America’s CEO – Brave or Naive?

I have seen so many proclamations like the one Brian Moynihan, CEO of Bank of America sent to his 270,000 employees last week stating...

New Posts