Colin Shaw
It’s Time to Move Your Customers to Where You Want Them to Be
Customer strategy results in some interesting questions. Recently, Claire Hillman, a listener (and viewer of our new YouTube channel) asked us one she has been mulling in her strategic planning: Should I move to where my customers are or move t...
In an Increasingly MAD World, Here Are 5 Rules for Managing Uncertainty
The world is crazy. There’s a war in Ukraine. The UK has a cost-of-living crisis as energy prices are rising, and loads of people are moving into fuel poverty. There’s inflation, strikes, and the looming threat of a recession and catastrophic climat...
Learn How to Make Influence Your New Superpower Today!
Change is hard. So, when you have to make changes in your organization, you face many challenges. However, we have a secret superpower you can unlock to help you: Influence. On a recent podcast, we hosted writer, teacher, researcher, and Climate phi...
Despite All My Hard Work, My Key Performance Indicators Are Not Moving! Why?
We’ve got a pickle. I love a pickle. Tonya Dunn, an insurance professional, wants to know why her Customer Experience efforts aren’t moving the numbers. She wants to know what we think they should do. For those who don’t know, Tonya listens to our p...
Incredible! Why So Many Organizations Are Missing This Massive Opportunity!
This newsletter issue is the second of a series based on a podcast we did with Beyond Philosophy’s own Zhecho Dobrev (@ZhechoDobrev), author of The Big Miss: How Organizations Overlook the Value of Emotions. We talked with him be...
Memory Mini Series Part 3: How Memories Can Be Altered and Why We Forget...
Memory is one of my favorite topics in the behavioral sciences, so we did a podcast series on them. This newsletter is the last of a mini-series on memory, the series finale. Last time, I wrote about the network structure of memory and how the…
Memory Mini Series Part 2: Loyalty is a Function of Memory. This is How...
This newsletter is the second in a 3 part series related to one of my favorite topics in my continuing mini-series on memory. Last time, we discussed how recall drives our behavior and where memories are formed based on a podcast that cov...
The Big Miss: How Organizations Overlook the Value of Emotions
The Big Miss: How Organizations Overlook the Value of Emotions We all had different ways of coping with the lockdown. Some started knitting or scrapbooking. Some of you binge-watched all of Netflix. Some of you read books. One of the things we did o...
5 rules for a highly successful customer experience implementation with amazing ROI! – A...
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The Myth Of Experience
We’ve all had experiences where we can anticipate what’s coming. So, today we are going to talk about intuition. But you knew that already, didn’t you? Intuition might be more valued in business than analysis. Many of us want a quick answer we can tru...
The Future Today! How to Build a Proactive Experience to Gain Growth and Save...
On the Apple phone the other day, it suggested widgets to me of apps I might want to use. The phone notices that I want to use the apps at a particular time of day, so it pushes them to me proactively. Providing proactive experiences…
The World Is Going Crazy
I posted on LinkedIn recently that the world is going mad (or crazy, depending on which side of the pond you read this). I did it to see if I was becoming a grumpy old man or if others had noticed...
AI Is Just Opinions Written In Code
Artificial Intelligence (AI) is such a promising technology. It’s so exciting that I worry a little that people treat it like magic. However, it could be that magic is the wrong word. Instead, it could be the same old human biases coming out i...
The Implication of the Long Tail in Today’s Environment
Netflix has a great show called “The OA,” but you shouldn’t watch it. You will wish you hadn’t if you ignore me and queue it up. This fantastic and disappointing show is the victim of using old metrics for televisions’ success to measure p...
As Brick & Mortar Retail Bounces Back Where Does The Future Lie?
The Future of Brick and Mortar One of the features of The Intuitive Customer podcast is “I’m in a Pickle,” where listeners come to us with business problems that they would like our advice on solving. We had a pickle about the future of brick-a...
Breakthrough Thinking: Why Do We Believe Things That Are Not True
That Apple is an exceptional brand is an idea I hold near and dear to my heart, and I cannot be convinced my beloved technology company could do wrong. Even with an indisputable truth that they had done wrong, I would choose not to believe…
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…