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.
McDonald’s Super Bowl Ad: I’m Lovin’ It
All in all, this was a bad year of Super Bowl ads. The only one I liked was McDonald’s. Their ad campaign, “Give Lovin’,...
Subconscious Clues That Call People to Action
Decisions, decisions…we make them all the time about all kinds of things, and many times without even thinking about it. Sometimes, however, decisions take...
Music: A Marketing Tool
Music has a unique effect on our brain, especially concerning memory. Apple brilliantly capitalizes on all of them in its holiday ad. When it...
How to Get People to Do What You Want
My mum always told me, “You can catch more flies with honey than you can vinegar.” In other words, people respond better to rewards...
Philosophies to Improve Your Customer Experience in 2015
There are many philosophies out there. The thing about philosophy is that it doesn’t always have much real-world application behind it. Anyone can claim...
Are You Working for The Right Company?
The list of the top 50 Best Places to work in 2015 was published last week by Glassdoor, the career community based in California....
As the Economy Gets Better, Customer Service Gets Worse
This time of year always has me thinking about the next one. It could be because I am already scheduling into January, February and...
Don’t Disappoint your Customers this Holiday Season
Disappointment is also not welcome at any time but especially not at Christmas. How can marketers avoid creating a disappointed Customer? I read the BusinessInsider.com...
Is Your Customer Experience Infected?
Cooties, or as British would call it, “the dreaded lurgi”, rule your life when you are six and associated with a classmate with which...
Top Ten Mistakes Cultures Make with Customer Experience
One of the most influential factors on your Customer Experience is your company culture. Most companies might understand the concept, yet still engage in...
Creating Award Winning Employee Engagement: A Case Study
We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience...
Are you Inside-Out or Outside-In? Designing a Customer-Focused Process
An organization’s process tells me a great deal about how Customer-centric they are. Is the process designed for the good of the Customer or...
Slow Death of the Black Friday Tradition?
Social media feeds across the USA are sporting this meme. With a cry for solidarity from consumers across the U.S. to boycott Black Thursday,...
7 Reasons Brand and CX are Disconnected
Marketing and Branding are the first contacts you have with your Customers. Your brand is the promise you make to your Customers. Your experience...
4 Actions to Exceed Customer Expectations
I meet many organizations that say they want to exceed Customer expectations at every moment of contact. I tell them they are mad! No...
Watch A Great Emotional Ad That Is Critically Acclaimed
Great ads create a great emotional connection, and many times, don’t even involve a product or service. The clamor on Social media and with...
5 Tests to Reveal How Customer Centric Your Channel Strategy Is
Do you allow Customers to use whatever channel they wish to communicate with you, or do you restrict them to one or two channels?...
Employee Engagement & ROI: Are Your Employees Happy and Motivated?
Keeping employees happy and motivated is an agenda item that is on everyone lips, but little action seems to be happening. As a result,...
How to Make or Break Your Customer Experience
All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you...
Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor
The Royal Yacht Britannia is the number one attraction on Trip Advisor in the UK. Chief Executive Bob Downie is someone I have worked with for...