Colin Shaw

Speaking ‘Truth to Power’

There are too many people in organizations that do not tell their bosses and senior management the reality of the situation. It’s like the story...

New Research Reveals Lack Of Customer Understanding

Most organizations realize Customer Experience is vital to their competitive differentiation. But they don’t do anything about it, at least not anything with real...

New Technology Dramatically Helps CX

Theme parks aren’t really my cup of tea, partly because I don’t see the point of buying a $100 ticket so I can spend...

How To Lie Effectively!

Lying is a rotten thing to do. However, the more you do it, the less rotten it seems. Or at least that’s what a...

The Surprising Secret to Sales Growth

Every company has ups and downs, but what if yours has had a few quarters of disappointing revenue? You might be thinking it’s time...

PR Nightmare! What United Should Have Done

When United Airlines brutally forced a senior citizen off a flight this week to accommodate United crew members, the social media world lit up...

“Sorry Seems To Be The Hardest Word” – How To Apologize

Of course, we all make mistakes. Some of us make mistakes multiple times a day. Businesses need to be mindful of mistakes they make...

Revealed: 7 Essential Elements For Your Omnichannel Strategy

Omnichannel means at its foundation, integration. Therefore, an omnichannel strategy could also be called an integration plan. Furthermore, there are seven essential elements to...

Are you Lovin’ or Hating McDonald’s New CX?

To be honest, I’m not lovin’ McDonald’s food! However, I’m lovin’ their plans to overhaul their Customer Experience to regain the 500 million lost...

7 Reasons To Focus on Customer value

Customer-centric organizations are 60% more profitable than non-customer focused organizations (Deloitte and Touche). Forrester Research declares 2017 the year that businesses become customer-obsessed. So...

Price Slashing Exposed! Low Prices Don’t Mean Better Value

When we meet new clients at our customer experience consultancy, they often tell us they create value for their customers by offering low prices....

Why Management Ignores Customers – and 7 Ways to Fix It

In our customer experience consultancy, we find there’s one thing that consistently prevents companies from adopting a more customer-centric approach. It’s not (as you might...

Cheap Airlines: Low Prices! Terrible Service! Can They Change?

The Wall Street Journal has released its annual scorecard of U.S. airlines, sizing them up according to factors that matter to travelers, including delays,...

Will Uber and Lyft Kill Rental Cars?

Back in November, Hertz rental car shares fell sharply when the huge rental car company slashed its profit forecast for the year. Hertz (which...

Car Sales Through Vending Machines!

The customers have spoken, and they’ve had enough of car dealerships. They’re spending less time talking to salespeople at car lots and more time researching...

Is a ‘human free’ experience the future?

What happens when you take the people out of an experience that was traditionally a human-based interaction? Does it make it better or worse?...

3 Vital Trends For Your Mobile Experience

How much time did you spend on your mobile today? Are you reading this article on it right now? When you misplace it or...

Another Amazing Mistake – Customers Revolt!

Toblerone fans got a nasty surprise when they bought their favorite treat recently. The chocolate bar got a makeover, losing volume and a noticeable...

Teams Score Big With Fans And Franchises!

Dunkin’ Donuts, Honda, and McDonald’s are all gigantic brands with huge reputations. However, each of them has something else in common. They have each...

Would You Work Here?!?! Recruiting Now!

Like millions of Wells Fargo customers, Lorraine and I have checked to see if we had any accounts opened with the bank without our...

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