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.
Does a Second Language Create a Second Emotional Signature in Your Customer Experience?
A recent study out of the Universitat de Pompeu Fabra, Spain, confirms that when a customer interacts with a company in a foreign language,...
Discounting a Luxury Brand: The Power of the Attention Cluster of Emotions
Two major luxury fashion brands are experimenting with discounting themselves. Alexander McQueen, and Tiffany have all been embracing their more price conscious shopper. The...
CEO’s Advice For the Customer Experience Champion’s Role
PetSmart recently announced the appointment of Phil Bowman as the new EVP of Customer Experience. PetSmart President and CEO, David Lenhardt was thrilled to...
Deceptive Policy: The Subconscious Effect of Rental Car Loss Waiver Coverage
Are there any good car rental companies or am I just unlucky? This week I rented a car with Budget. It was not a great...
7 Signs That Your Executive Team is Not on Board with Your Customer Experience Agenda
I know that CEOs and their executive teams are busy people. They have a lot of priorities and considerations that go into being in...
Didn’t Believe Amazon Was Customer Centric Before? You Will Now.
Amazon has been making some groundbreaking moves in customer experience design in the past few months that are truly remarkable. Even though they were...
Customer Engagement: Is Social Media Working for Businesses?
Social media has emerged as the newest marketing channel for businesses in the past few years. It transformed the way many brands market and...
Panera and Wendy’s: Designing Their Dining Experience for Millennials
Millennials are the next generation of consumers coming of age currently and increasing in economic power. This group, roughly defined as anyone born between...
Behavior Psychology Proves That Event Boundaries Affect Customers’ Memory of Your Experience
All of us want to create memorable experiences for our customers to foster an environment of customer loyalty and retention. But what do you...
Reverse Showrooming: How Retailers are Using Their Online Presence to Get You Back In Stores
A couple of years ago, the term showrooming was coined to describe the activity of some shoppers who would go to a store to...
The Emotional Experience: Shedding Some Light on Emotions
According to a recent study published in the Journal of Consumer Psychology, people are more emotional under bright lights. So depending on what you...
Consumer Psychology and eCommerce: Subconscious Reasons that Consumers Abandon Their Carts
When it comes to online purchases, most organizations want to know what are the key factors to having a good user experience. According to...
Bergdorf and the Subconscious
What Bergdorf Clerks Can Teach Us about Our Subconscious Subconsciously, we are judging our customers. But before you feel bad about it, remember that they...
Social Media: Will This Be The Next Generation’s Big Regret?
Personal Engagement: Is Social Media Making Us Anti Social? Usually I talk about the importance of emotional engagement of our customers or our employees. But...
Small Talk and Trust
Why Apologizing for The Rain Makes People Trust You More According to a new study by the researchers at Harvard Business School and Wharton School,...
Are You Making Excuses for a Bad Customer Experience?
Everything in life isn’t pleasant. Whether that’s when you don’t feel well, not being able to pay your bills, or getting a traffic ticket,...
Apple’s Customer Experience Geniuses: Finding New Ways to Facilitate Empathy?
Apple is considering taking their empathy approach to customer experience to the next level with a patent on an application that would read your...
Customer Is Not Always Right
Firing Customers: When Enough is Enough The customer is always right is a tenet of customer service. It’s akin to a customer service law. But...
British People Don’t Always Say What They Mean…Neither Do Customers
If you are one of my regular readers then you know that I am a Brit. Although I have lived in Florida for many...
Target CEO Resigns: Will This Be a Catalyst for Renewed Employee Engagement?
Target announced the resignation of the Chairman, President and CEO, Gregg Steinhafel yesterday following the data breach that compromised the credit and debit card...