Colin Shaw
Is Employee Experience just a Fad or is it really the Future of Work?
You must focus on your employees if you want a great experience that delivers service excellence. Unfortunately, that isn’t my concept. I got it from a book I read twenty-five years ago called The Service Profit Chain: How Leading Companies Lin...
4 out of 5 organizations have not increased their customer satisfaction since 2010!
I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. Guess what? It’s at an all-time low for the last 17 years. When you consider all the resources organizations and individua...
The Battle for Customer Attention: How to Come Out on Top
Joe Pine’s The Experience Economy changed my life. Pine’s take on what the future of experience would be back in the 90s put me on the path I am on today. We recently had Pine as a guest on the podcast and he blew my mind again. ...
Critical Issue: How to Increase Your Price Without Losing Customers
Alan Flower is in a pickle, and he came to us for help on a recent podcast. Flower asks, “How can I increase prices and not lose customers?” Since I figure with rising supplier and material goods costs, not to mention energy costs increases, many…
Bad Mistake! Is Too Much Choice Responsible for Destroying My Revenue?
Having a lot of choices is a blessing—until you have too many. Unfortunately, too many options can become a curse. Today, let’s look at how the number of choices could thwart your customer’s decision to buy and destroy your revenue. I have had this...
How ChatGPT Will Massively Disrupt Many Industries And Democratize AI
By now, you might have heard of ChatGPT by OpenAI. This AI-powered chatbot can write everything from raps to commercial copy for Ryan Reynold’s mobile company to online Customer Experience articles. It has the potential to make AI accessib...
These are the critical questions to see if your segmentation is effective!
One of our podcast listeners Vijay Patel has a pickle, and many of you probably have the same one. Patel’s company isn’t getting the sales they need, and Patel asked us how we can tell if they are focused on the right segments. Today, we…
The Seven Key Strategic Questions Essential for Gaining Growth in 2023
It’s time for an update. A few years ago, we went over some of the essential questions for your clients. However, in reviewing that content, I realized I was in sore need of an update. Therefore, we will discuss the seven key strategic questions upd...
How Do I Know When a Customer Has Decided to Buy?
I love technology, but I can still be old-fashioned when working with clients. How? Meeting with clients, I like to put pen to paper and illustrate what I am saying with a handcrafted visual aid. My analog PowerPoint serves two purposes: These hand...
An Authoritative View: Three Pioneers of CX Predict Big Changes in 2023
What do you get when you put three old guys in front of microphones and ask them to talk about one of their favorite subjects? An authoritative view on just about anything. However, with three pioneers of Customer Experience involved, we have ...
The Five Rules Guaranteed to Make You an Effective Leader
What do leadership and rabbits have to do with each other? Usually, not much. However, in the context of leading a team that needs to put the customer at the center of everything they do, I have a story that explains how they are. It…
Wow! It’s Been an Interesting Year! This is What We Have Learned
As 2022 draws to a close, I like to reflect on the year and what I have learned. I shared them on a recent podcast and thought I would share them here with you, too. Lesson #1: You can never go back to the way things…
Embrace This Amazing Way Customers Evaluate You to Gain Success
People tend to be less sensitive to improvement the more things improve. 9Diminishing sensitivity is why what exceeded customers’ expectations and delighted them in your experience on its introduction becomes what customers expect and appreciate—bu...
Don’t Panic! Here Are The Many Advantages of a Recession
There is plenty of bad news to be had about a recession. However, if you think about it, there are some silver linings, too. With that in mind, we are going to explore some of these surprising advantages to manage how we respond to the…
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…