Colin Shaw

Exposed: The Anatomy Lesson For Business!

It is critical to consider the “anatomy” of an interaction in a Customer Experience. The sheer number of things that occur in an interaction at the same time can seem astonishing. Understanding what happens when your team interacts with a customer and why it...

Cost-Cutting Airlines – Headed for Trouble!

I’ve been flying major airlines for a long time, and like everyone else, I’ve noticed the changes – and not in a good way. The checked baggage fees. The snacks we don’t get anymore. Exorbitant fees to change an itinerary and seats that are...

Revealed: What Motivates And Keeps Your Millennial Workers Happy?

A couple of years ago, Millennials surpassed Generation X for workers in the U.S. and Canadian workforce. They are also the least engaged at their jobs and the most likely to job-hop. Unfortunately, none of this is good news for your Customer Experience. A much-maligned generation,...

Is Trust Dead? If So, Revive It!

Trust in the four major global institutions, namely government, business, media and non-government organizations, has taken a massive knock in the last several months, to the point where rebuilding trust has not only become a nice-to-have, but an absolute imperative, if these institutions are...

Be Prepared – Will Your Robotic Experience Work For You?

One of the annoying things about business travel is that you tend to need things in your hotel room at the worst time. More shampoo when you’re still in your pajamas. A mending kit to repair a button in time for your dinner meeting. The...

Guess Who? They Know everything!

Find out what Google knows and your Customers won’t tell you: Economists hate surveys. They don’t trust them because people lie in surveys. Economists prefer to look at what people do instead, which, as we know, is what people are incented to do. Understanding these...

Shocking Product Recalls! How To React

The latest news – Graco is recalling more than 25,000 car seats that might not adequately restrain children during a crash! The National Highway Traffic Safety Administration announced Wednesday that the webbing in the car seat failed to meet Federal Motor Vehicle Safety Standards. Surely this...

Exciting New Trend: Companies Do Listen To You!

The last time I went to an American baseball game, the food cost more than my ticket. And what food it was! A fish sandwich that tasted too fishy to eat. A massive yet strangely bland macaroni and cheese concoction. And a $12 light...

Don’t Be Fooled: Digital Will Never Replace Physical!

With online shopping, transactions and communication as prevalent – and as easy – as it is today, it can often be tempting to focus most of your Customer Experience efforts on getting your virtual presence right. When many of your customers will engage with...

Be warned: Is your data failing you?

CX Data platforms are growing in popularity by those that seek to improve their Customer Experiences. These platforms can provide data management intended to optimize the Customer Experience, not only at a general level but also at a personalized level. It’s one thing to have...

Are Loyalty Cards Dead?

If you’re like me, you have loyalty cards for three different supermarkets, a half dozen airlines, several hotels, a dozen or so assorted retailers and the local frozen yogurt shop. But how can I be loyal to Florida grocer Publix and also their competitor Winn-Dixie?...

Who Wins – Brand Or Customer Experience?

Back in 2011, Boston College performed an interesting study involving everyone’s favorite energy drink, Red Bull, and the behavior it evoked in study participants. In brief, the study asked a number of participants to “drive”  a car in a video game and they measured...

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 of the emperor’s new clothes. No one would tell the emperor that the beautiful new clothes he’d commissioned didn’t really...

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 impact. My co-author Professor Ryan Hamilton and I shared seven imperatives for taking customer experience to the next level in  The...

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 half my day sweating in long lines. Surely there are places that will let me stand in line for free! Universal...

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 recent study about lying revealed. The researchers, including Dan Ariely, author and Professor of Psychology and Behavioral Economics at Duke University,...

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 for a big marketing investment, but where would you focus your energy? A. On rewarding regular customers with promotions to keep...

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 like a Roman candle. You’ve probably seen the viral video of the man being seized by his arms and roughly dragged...

“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 that impact their employees and customers. Company Apology Guidelines A Company needs to have clear guidelines for handling a mishap and…

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 your omnichannel approach that you can’t afford to forget. Forbes once described the omnichannel experience as the point where “marketing meets...

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