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.
Multimodal Sensory Integration and the Customer Experience
Francis Bacon, partially made famous by his quote "knowledge is power," also once said that "some books are to be tasted, others to be...
What’s the Real Key to Customer Loyalty?
Have you ever watched the television series I Dream of Jeannie? If you're unfamiliar with the plotline here's a refresher: the sitcom stars a...
The Smile Factor
According to the Bureau of Labor Statistics, the average American works 7.5 hours on a weekday. Excluding weekends, this means the average person spends...
Give your Customers Confidence in a Time of Fear
The Financial Crisis of 2008 (also referred to as the Credit Crunch or the Global Financial Crisis) saw the collapse of large financial institutions,...
Don’t Freeze Your Customers!
Choice is a building block of society. In a brilliant talk, Professor Renata Salecl discusses the dark side of choice. The three problems Professor...
Is your firm a used car salesman?
In the Nielsen Company's article, "When it Comes to Spending Decisions, Women are In Control," we learn an age-old truth: women and men are...
Emotional Mapping for Two
Most business people have heard of "emotional intelligence." Dan Goleman, author of Emotional Intelligence, defines the core components of emotional intelligence (EI) as self-awareness,...
Storyboards Aren’t Just For Hollywood
Attendees of our recent webinar, "See What Your Customers See: Mapping Your Real Customer Experience," hosted by me and my colleague Kalina Janevska, were...
What your Customer’s Memory Says about You
How happily do you live day-to-day and how happy are you with your life? Most people will intuitively recognize the subtle difference between these...
What causes a flop?
Imagine your company just developed an amazing new product. You invested in loads of market research and tweaked it to perfection only to watch...
iPhoney, Mock-Mickeys, and Swedish-ish Furniture in China: Ripping Off The Customer Experience, But Not Really
Apple. Disney. Ikea. Nike. What do these four brands have in common? Brand recognition. Brand recognition, however, is a double-edged sword. Once your company's...
Customer Complaints Are Wonderful
Complaining is an inevitable part of any relationship. In business, complaints need to be handled properly or you run the risk of alienating and...
Do you sell products or experiences?
In my 15 years of working in the Customer Experience space, I've found that mindset is the single most important factor in getting people...
Rethinking Objectivity: How to Use Emotions in the Customer Experience for Effective Decision Making
In "A Key Decision Is Often Clouded by Emotion," James Staten, a veteran in the infrastructure and operation management field, discusses the need to...
Excellent Customer Experience Starts with a Smile
Our regular readers know that more than half the typical Customer Experience is emotional. Unfortunately, many companies don't get this – they still believe...
Aligning Marketing and Customer Experience
Dairy Queen does not often figure into examples of best customer experience. However, the signs of good customer experience principles are outlined in the...
Control Your Self-Service Customer Experience
Self-service can be an excellent option for your company and your consumers, but it's important to first evaluate what benefit it brings, and for...
Your Brand’s Surprising Subconscious Effect on Customers
It's no secret that emotional and subconscious aspects account for half the typical Customer Experience. Here's another wonderful example of that fact: a recent...
Can You Level the Playing Field with Chronically Late Doctors?
Doctor’s offices don’t spring to mind when you think of great Customer Experiences. Although paper gowns and cold hands play a part in that,...
Customer Emotions Can Help Drive ROI of CE Programs
Nelson Pascua, Vice President of Client Services for Medallia, Inc., provides a succinct overview of how valuable understanding the customer's experience is in his...