Colin Shaw
5 Rules for Effective Customer Research That Make A Difference
It annoys me when I ask clients what their customers say, and they tell me what they learned in a survey seven years ago! That’s too bloody long to go between customer research projects. The world has changed enormously in the...
Why Too Many Organizations Do Not Take Customer Complaints Seriously
As you might know, my podcast does an “I’m in a Pickle” feature where business people send in their business problems with customer strategy for our consult. I wanted to share this one with all of you because I realize many of you might have…
Is The Move to Self-Service Better For Your Organization Or The Customer?
Many organizations bust their backs trying to deliver excellent Customer Service. However, it might surprise you to learn your Customers want self-service—and the reasons why might surprise you even more. Attest is a company that does consumer resea...
Do Your Customers Trust You? Here Are Four Secrets to Discover What They Really...
How do you know if someone trusts you? Is it what they share with you? How do they spend their time with you? Is it the language they use when talking about you or what they do when you aren’t around? I would argue it’s…
Subscription Model? Is This Really The Best Approach for Me?
We are in a bit of a subscription economy. You can subscribe to almost anything, anytime, anywhere. So today, I want to talk about the subscription economy, why it is so popular with customers, and the organizations that offer them. We discuss...
5 Rules for Creating Behavioral Experiments
Have you ever heard of the Milgram experiment? This behavioral experiment tested whether one participant would deliver electric shocks to another participant at a fatal level even as they listened to the second participant’s screams of pain. Shockin...
Our Customers Are Always Complaining About Our Prices. What Do We Do?
On a recent podcast, one of our listeners contacted us with a Business Pickle with which he wanted our help. Peter Harvey is in a Business-to-Business (B2B) organization. Their offering does not have the lowest price, and they have no plans to low...
5 Rules of How to Effectively Target Your Critical Customers
Marketers want to target specific customers to get them to buy their product or service. However, different customers want different things delivered in different ways—and for different reasons. So, with all these differences, how do you find the cu...
Customer Satisfaction is at 17 year low. These stats tell you why…
I read a fascinating report the other day from Zendesk called The Customer Experience (CX) Trends Report 2022. I saw a dichotomy between what people are saying and what they are doing regarding Customer Experiences (CX). Organizations seem to b...
Don’t Do This! Why Do People Fail to Understand Customers’ Real Expectations?
Many organizations do not know what customers expect from their experience and to their detriment. Understanding customer expectations is fundamental. Fail to meet them, and you have, well, failed. You failed to surprise and delight the customer, an...
Inflation is Going to Kill My Customer Experience. What Do I Do?
In the late 1970s, we had a 25 percent inflation rate. It was astronomical. Lately, in some of my experiences as a consumer, I feel a sense of Deja vu. Inflation is everywhere, from the gas pump to groceries to cars and real estate. Inflation…
Want to Become an Influencer? Here is the Science Behind How to Do This…
You have probably heard the term “Influencer” applied to social media stars with significant followings. An influencer gets people to buy things by promoting them on their platforms to their followers. As a marketer, using an influencer might be a w...
Forget Everything You Think You Know. This is How to Create Loyal Customers
People ask me a lot if there is a difference between experiences and creating customer loyalty when you are a business-to-business (B2B) organization as opposed to a business-to-customer (B2C) one. The short answer is there isn’t. The long answer is th...
Critical Skill: Learn How to Recognize When People Have Made a Decision
It is essential to recognize when your customer decides to buy from you (or doesn’t). Once you identify when that happens, you can design an appropriate environment to get customers to decide to do what you want. This customer decision point r...
5 Rules for Successfully Engaging With Senior Executives to Enhance your Career
One of the most valuable things I have learned in my career is how to work with senior executives. So, I wanted to share with everybody today five rules for successfully engaging with senior executives to enhance your career. I share them because I hav...
Why Your Measurement is Killing Your Customer Experience And What to Do About it
I am surprised daily about how many organizations can’t articulate how their improvement in various experience measures, like Net Promoter Score®, will benefit the organization. This connection is essential to understand to create a winning customer...
Critical Steps To Ensure Your Program Is Not Seen as Something Soft and Fluffy
Journey mapping can be a tricky thing for organizations. Organizations often think that doing a journey map of their experience will be the answer to life, the universe, and everything. But it isn’t. If we think about why we do journey m...
Watch Out! We Are In Danger of Repeating the Same Mistakes We Did Last...
The next wave of business change is Customer Science. Customer Science is the fusion of artificial intelligence (AI), customer data, and the concept of the behavioral sciences. However, if you miss this next new wave of change, you could b...
Stop Making Excuses! COVID Isn’t the Reason Customer Experiences Are Declining
Over the last 20 years, Customer Experience has been a concept embraced by businesses. However, despite this emphasis on providing excellent experiences, customer satisfaction levels have not improved. Many of you might think, well, that’s bec...
Is This The Future? Great Practical Examples of the Beginning of the Metaverse
By now, you have probably heard of the metaverse. If you haven’t, Fortune.com describes the metaverse as a digital universe that users access through virtual reality (VR). This metaverse concept is poised to change everything, from how we ...