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.
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...
What Story Are You Telling Your Customers Today?
Over the years I have learnt that telling stories is a very powerful way articulating something complex and moreover getting people to understand your...
The Moral Dilemma: Collecting Data on Customer Behavior
Did you know that when you last went to the store, it’s likely that someone was watching your every move? But not to see...
5 Top Questions To Help Identify Your Customer’s Persona
One thing that every organization has is customer groups, or segments that have certain characteristics that are the same and that have the same...
Want Your Customer-Facing Employees to Get Engaged at Work? Hire People with a High EQ
Employee engagement is a critical factor in having a great customer experience. Since so much of employee engagement has to do with having...
Thinking Fast and Lazy: Why Do Ads Target Your Emotions?
I often write about how different ads are coming out that target our emotions and how this is an important part of the customer...
The Unforgiving Brits: Unhappy Consumers in the UK Punish Poor Service More Than US Consumers
According to new research from New Voice Media, UK consumers are more likely than US consumers to drop an organization due to poor service....
What is Social Customer Care?
I am a technology geek. I love social media and I’m always using it but here is the strange thing – I am 56...
Airline Safety Videos: Changing Customer behavior – for the better!
Customers taking things for granted is the enemy of all Marketers. How do you get your people to change their behavior and pay attention...
Patient Experience: Is Anyone Hearing Your Roar?
Patients are like customers. Of course, patients don’t choose to be there, could be in pain, and chances are that they would rather be...
Successful Globalization: If McDonalds Can Do It, Any Company Can!
Globalization is a reality for more organizations. Moving your organization to a global market is a big step with many strategic considerations. But one area...
RBS: We Were Wrong; the Customer Must Come First….But Will They Change?
The Royal Bank of Scotland’s (RBS) CEO Ross McEwan admitted recently that in the banking crisis especially, they were not putting the customer first...
Starbucks: Will Serving Alcohol Help Or Drown Their Sorrows When It Fails?
Last week, Starbucks announced that after 4pm they would serve wine and various evening menu items. But this move makes me uncomfortable based on...
Chipotle and Quiznos: The Headlines Giving Us Food For Thought
In recent headlines, Quiznos filed for bankruptcy and Chipotle decided not to serve breakfast burritos. These two seemingly unrelated stories tell us something very...
Should 4% Of Customers Dictate Strategy?
As I line up to board the Delta flight from my home town of Sarasota, FL the announcement is made for all Diamond, Gold...
Olive Garden: Dinner Starts Way Before You Get to the Restaurant
In a move that I can only describe as genius, Olive Garden restaurants and My Gym children’s fitness centers partnered to give weary parents...
Microsoft is Slipping: Fortune’s Most Admired List
Fortune recently released their list of the 50 “ World’s Most Admired Companies” and on it, Microsoft Slips to 24 from 17th just last...
The Draining of Target’s Emotional Bank Account
Fourth quarter sales were down for Target following the data breach that compromised the personal information and credit card information of 110 million shoppers...
Are You Ready For Change?
Knowing when to change has always been an important business skill but with the ever increasing speed of change this has become a key...