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.
Are you Lovin’ or Hating McDonald’s New CX?
To be honest, I’m not lovin’ McDonald’s food! However, I’m lovin’ their plans to overhaul their Customer Experience to regain the 500 million lost...
7 Reasons To Focus on Customer value
Customer-centric organizations are 60% more profitable than non-customer focused organizations (Deloitte and Touche). Forrester Research declares 2017 the year that businesses become customer-obsessed. So...
Price Slashing Exposed! Low Prices Don’t Mean Better Value
When we meet new clients at our customer experience consultancy, they often tell us they create value for their customers by offering low prices....
Why Management Ignores Customers – and 7 Ways to Fix It
In our customer experience consultancy, we find there’s one thing that consistently prevents companies from adopting a more customer-centric approach. It’s not (as you might...
Cheap Airlines: Low Prices! Terrible Service! Can They Change?
The Wall Street Journal has released its annual scorecard of U.S. airlines, sizing them up according to factors that matter to travelers, including delays,...
Will Uber and Lyft Kill Rental Cars?
Back in November, Hertz rental car shares fell sharply when the huge rental car company slashed its profit forecast for the year. Hertz (which...
Car Sales Through Vending Machines!
The customers have spoken, and they’ve had enough of car dealerships. They’re spending less time talking to salespeople at car lots and more time researching...
Is a ‘human free’ experience the future?
What happens when you take the people out of an experience that was traditionally a human-based interaction? Does it make it better or worse?...
3 Vital Trends For Your Mobile Experience
How much time did you spend on your mobile today? Are you reading this article on it right now? When you misplace it or...
Another Amazing Mistake – Customers Revolt!
Toblerone fans got a nasty surprise when they bought their favorite treat recently. The chocolate bar got a makeover, losing volume and a noticeable...
Teams Score Big With Fans And Franchises!
Dunkin’ Donuts, Honda, and McDonald’s are all gigantic brands with huge reputations. However, each of them has something else in common. They have each...
Would You Work Here?!?! Recruiting Now!
Like millions of Wells Fargo customers, Lorraine and I have checked to see if we had any accounts opened with the bank without our...
Revealed: Shopping Malls Fight Back!
When shopping malls began dotting the American landscape in the late 1960s and 1970s, they presented a new and exciting customer experience. Today, it shouldn’t...
Tesla: Intriguing Insight To Success
Tesla announced that all of their cars will be self-driving cars. Wednesday’s announcement, delayed two days from the original announcement scheduled for Monday October...
Revolutionary Thinking On Customer Loyalty
Customers are not loyal because of the Customer Experience you provide. They are loyal because of the Customer Experience they remember you provided. Furthermore,...
The Future Today! Personalization 2.0
We live in the data age. Data is collected about our personal behavior everywhere. From the searches we instigate online to the products we...
Astonishing BIG gains from little changes!
When striving for the next level of Customer Experience, it is critical to understand how your customers make decisions. However, it’s probably not happening...
Ignore This At Your Peril: How Customers Decide
You want your Customers to buy from you – obviously! Therefore it is critical that you make things easy for them. So how do...
Unbelievable Violation By World Renowned Bank – Record Fines!
Q: What has two Million phony accounts, 5,300 fired employees, a fine of $185 million and a retiring leader enjoying $124 million in stock...
Bewildered? What Do Your Customers REALLY Want?
When you ask a person why they bought something, they can always tell you straightaway. It might not be the reason, but it’s the...