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.
Listen to the podcast: Once upon a time… These four words are the unmistakable beginning of a story, and if there is one thing we…
Listen to the podcast: Personalization is a key element in doing business today. However, getting too personal can be off-putting in some situations. So, today...
Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. The reason I do is because over...
Listen to the podcast: I have been ghosted. I find this strange since I am married and have been for decades. However, ghosting happens in…
Listen to the podcast: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience?” This question is…
Listen to the podcast: Sometimes, things go wrong despite your best efforts. This situation happens everywhere. Even the most well-managed companies will have things go...
Have you ever heard of the Abilene Paradox? This happens when everybody agrees to do something that nobody wants to do. Today, we will discuss...
Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. This hidden impact kicks in...
Listen to the podcast: I am excited. My wife and I are going on a cruise to India. It’s a big splurge for us, and...
Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. However, he hasn’t the faintest idea...
Listen to the podcast: Let’s begin this week’s issue with a test. I am going to share a British idiom, and you are going to...
Listen to the podcast: Customer research is an essential part of managing their experiences to foster customer loyalty. However, many firms look at customer research...
You might recall how I like to say, “None of us are as clever as all of us.” Recently I decided that I would...
I buy everything on Amazon. Suppose I want something; that is where I go first. Not only that, it’s usually the only place I...
It’s that time of year for one of my favorite traditions, my end-of-year reflections. I appreciate the opportunity to look back upon what has...
This year has been the year of AI. We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead (
[email protected]) recently…
I’m obsessed with AI at the moment. Luckily, the rest of the world seems to be, also. One area that will feel the influence...
In a meeting with a long-time client, I learned how pleased they were with their repeat business, which they saw as loyal customers coming...
I love the phrase, “None of us are as clever as all of us.” But a phrase is little more than words unless there...
One of my clients has done an excellent job in the last couple of years improving their customer experience. However, much of it was...