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.
Here’s Why the C-Suite Massively Underestimates the Opportunity Customer-Centricity Provides
Listen to the podcast: The American Customer Satisfaction Index, a customer satisfaction survey that happens once a quarter, has a stat stuck in my…
The Art of Balancing Customer Segment to Avoid Conflict to Gain Growth
Listen to the podcast: My podcast partner, Ryan Hamilton, has written a book without me. His co-author, Annie Wilson, Ph.D., a senior lecturer of…
In What Situation Should We be Implementing a Customer Loyalty Scheme?
Listen to the podcast: I fly a lot with Delta, so much so that I have three million loyalty points or SkyMiles with Delta.…
Why Customers Say One Thing but Then Give You a Different Score
Listen to the podcast: The other day, I was waiting for our food at a restaurant with friends, which was taking too long. Luckily,…
Paradoxically Regulation of a Customer’s Experience is a Force For Good.
Listen to the podcast: Let’s talk government. Mind you, I said government, not politics. Specifically, let’s determine whether the government should optimize its Customer…
Is AI Just the Latest Distraction and We are Falling For the Hype?
Listen to the podcast: We all have biases. Some prefer pessimism, some optimism, but they affect us and how we perceive new things. Both have...
Why Case Studies are Overrated and a Waste of Time
Listen to the podcast: I have a great stat from a case study that always impresses people: Over three years, Maersk Line improved their Net…
The Untold Stories: 3 Research Revelations That Will Amaze You!
Listen to the podcast: If there is one thing Academia does well, it’s publishing research. We talk about a lot of it here in the...
How Superstition Affects What Customers Buy and What to Do About It
Listen to the podcast: Most of us have superstitions that we equate to common sense despite all the evidence to the contrary. For example, some...
My Flooded Home Taught Me How to Treat Customers in a Disaster
Listen to the podcast: Hurricane Debbie deposited 17 inches of water throughout my Florida home. It’s a total loss. We have gutted the house and...
Use these Actionable Tips to Gain Quality Customers Feedback
Listen to the podcast: Getting customers to leave feedback is a challenge. However, that feedback is essential to managing your experience. So, what’s the secret...
How to Deal with Rising Customer Expectations to Incredible Success
Listen to the podcast: One of our podcast listeners has a pickle. Claire Dunwood wrote to us to say she felt that her customers’…
How to Join the Personalisation Revolution to Move from Ordinary to Extraordinary
Learn more about Colin Shaw: Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to…
Let’s Be Honest, Marketing is Inherently Unethical. Should We Change Our Ways?
Listen to the podcast: Have you ever had a moment where you wonder if you should be doing what you are doing? Recently, I…
This is Why You Can’t Walk in the Customer’s Shoes, So Stop Trying.
Listen to the podcast: We often talk about empathy regarding Customer Experience Management. But have we challenged what empathy is, how it relates to…
5 Rules for Proactively Firing Customers to Increase Profit
Listen to the podcast: It might seem counterintuitive to your bottom line and the concept of customer-centricity, but the fact is that sometimes you…
The Opportunities & Pitfalls Of Fusing Human And AI-Powered Experiences
Listen to the podcast: Artificial Intelligence (AI) has some excellent applications in Customer Experience, applications that can transform the processes in customer interactions. However,…
Discover The Surprising Benefits of Adding Friction To Your Experience
Listen to the podcast: Organizations must constantly answer an interesting question: how much friction is good for their experience? It might seem like the…
Insider Secrets: What Tradespeople Won’t Tell You and How to Deal with Them
Listen to the podcast: I’ve undertaken a kitchen renovation, and the Customer Experience the various tradespeople provide leaves much to be desired. After this…
Harness the Amazing Power of Mental Models to Gain Customer Insights A Master Class: Unlocking The Psychology of Customer...
Listen to the podcast: On the podcast, we have been doing a Masterclass Series based on the principle that there is never one thing…