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.
The ONE question to Ask When Making Decisions
There are two keys to differentiating yourself from competitors. First, is to know in your bones that putting the Customer first is the right...
Science Proves What Really Makes People Happy
Many of us would like to know the secret to lasting happiness. Everyone has ideas of course, and not a few of them involve...
Think There’s No Such Thing as Bad Press? Think Again!
Jeff Bezos said, “A brand for a company is like a reputation for a person. You earn reputation by trying to do hard things...
Ryanair: Profits Do Not Equal Loyalty
Ryanair announced this week that they had 66% ($948m) increase in full-year profits. Michael O’Leary credits Ryanair’s Always Getting Better (AGB) Customer experience program...
3 Ways to Use Mobile To Your Advantage
Are you reading this on a mobile device? If all the statistics about mobile technology are true, the answer is likely yes for 70%...
3 Reasons Why People Say One Thing and Do Another
Last week the UK elected a new government. All the polls leading up to the election said it would be a Hung Parliament, i.e....
Chipotle Makes Good on Promise to Lose GMOs
Chipotle just announced they removed all the ingredients from their menu items that contain genetically modified organisms (GMOs). In a two-year process prompted by...
Have You Done These 3 Things to Improve Your CX?
Having a great Customer Experience is no accident. Companies that excel in providing a great Customer Experience engaged in lots of deliberate designs to...
The Problem with Self Service
People like the convenience of self-service. More and more of your Customers believe access to self-service options is essential to their relationship with your...
Why Gut Decisions Are Sometimes Wrong
There is a certain romantic notion that we sometimes just know things in our gut. We equate this to wisdom or expertise. In truth,...
Listen to the Voice in your Customer’s Head
Why do we do what we do? The simple answer is because of our emotions. I...
Building Loyalty Doesn’t Need a Card
Keeping Customers is cheaper than getting new ones. Customer loyalty and retention are goals for most organizations as a result. In the past, some...
Why Distributors Should Be Treated Like Customers
We consult companies in insurance, automotive or other manufacturers that sell through a dealer/distributor agent or any third party. These companies all struggle with...
8 Ways to Tell Whether Your CEO Supports You
Getting the CEO’s support for any initiative is vital, but how do you tell whether his or her commitment is genuine? Over the 13...
Case Study: Increase Your Sales by 47% by Doing This…
How can you increase your sales by 47%? It’s all in the packaging. Gressingham Foods, a pre-packaged food company in the UK, wanted to change...
7 Signs of Decline for the CX Movement in 2015
Customer Experience continued to be a dominant business issue throughout the world in 2014. We get many inquiries for our services globally. I worked...
Are you Irrational: 7 Questions to See If You Are Irrational?
I love watching what people, and Customers do. We human’s think we are so clever and sophisticated and yet much of what we do...
6 Steps to a Great Apology
Everyone makes mistakes. You charged for the wrong plan on a Customer’s mobile bill or sent an ‘Extra Small’ instead of a Medium on...
3 Examples of Change for the Better in Airlines
There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all...
Best Advice: Stop Researching Your Customers — and Do Something
In this series, professionals share the words of wisdom that made all the difference in their lives. Follow the stories here and write your...