Colin Shaw
The Big Miss: How Organizations Overlook the Value of Emotions
The Big Miss: How Organizations Overlook the Value of Emotions We all had different ways of coping with the lockdown. Some started knitting or scrapbooking. Some of you binge-watched all of Netflix. Some of you read books. One of the things we did o...
5 rules for a highly successful customer experience implementation with amazing ROI! – A...
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The Myth Of Experience
We’ve all had experiences where we can anticipate what’s coming. So, today we are going to talk about intuition. But you knew that already, didn’t you? Intuition might be more valued in business than analysis. Many of us want a quick answer we can tru...
The Future Today! How to Build a Proactive Experience to Gain Growth and Save...
On the Apple phone the other day, it suggested widgets to me of apps I might want to use. The phone notices that I want to use the apps at a particular time of day, so it pushes them to me proactively. Providing proactive experiences…
The World Is Going Crazy
I posted on LinkedIn recently that the world is going mad (or crazy, depending on which side of the pond you read this). I did it to see if I was becoming a grumpy old man or if others had noticed...
AI Is Just Opinions Written In Code
Artificial Intelligence (AI) is such a promising technology. It’s so exciting that I worry a little that people treat it like magic. However, it could be that magic is the wrong word. Instead, it could be the same old human biases coming out i...
The Implication of the Long Tail in Today’s Environment
Netflix has a great show called “The OA,” but you shouldn’t watch it. You will wish you hadn’t if you ignore me and queue it up. This fantastic and disappointing show is the victim of using old metrics for televisions’ success to measure p...
As Brick & Mortar Retail Bounces Back Where Does The Future Lie?
The Future of Brick and Mortar One of the features of The Intuitive Customer podcast is “I’m in a Pickle,” where listeners come to us with business problems that they would like our advice on solving. We had a pickle about the future of brick-a...
Breakthrough Thinking: Why Do We Believe Things That Are Not True
That Apple is an exceptional brand is an idea I hold near and dear to my heart, and I cannot be convinced my beloved technology company could do wrong. Even with an indisputable truth that they had done wrong, I would choose not to believe…
5 Rules for Effective Customer Research That Make A Difference
It annoys me when I ask clients what their customers say, and they tell me what they learned in a survey seven years ago! That’s too bloody long to go between customer research projects. The world has changed enormously in the...
Why Too Many Organizations Do Not Take Customer Complaints Seriously
As you might know, my podcast does an “I’m in a Pickle” feature where business people send in their business problems with customer strategy for our consult. I wanted to share this one with all of you because I realize many of you might have…
Is The Move to Self-Service Better For Your Organization Or The Customer?
Many organizations bust their backs trying to deliver excellent Customer Service. However, it might surprise you to learn your Customers want self-service—and the reasons why might surprise you even more. Attest is a company that does consumer resea...
Do Your Customers Trust You? Here Are Four Secrets to Discover What They Really...
How do you know if someone trusts you? Is it what they share with you? How do they spend their time with you? Is it the language they use when talking about you or what they do when you aren’t around? I would argue it’s…
Subscription Model? Is This Really The Best Approach for Me?
We are in a bit of a subscription economy. You can subscribe to almost anything, anytime, anywhere. So today, I want to talk about the subscription economy, why it is so popular with customers, and the organizations that offer them. We discuss...
5 Rules for Creating Behavioral Experiments
Have you ever heard of the Milgram experiment? This behavioral experiment tested whether one participant would deliver electric shocks to another participant at a fatal level even as they listened to the second participant’s screams of pain. Shockin...
Our Customers Are Always Complaining About Our Prices. What Do We Do?
On a recent podcast, one of our listeners contacted us with a Business Pickle with which he wanted our help. Peter Harvey is in a Business-to-Business (B2B) organization. Their offering does not have the lowest price, and they have no plans to low...
5 Rules of How to Effectively Target Your Critical Customers
Marketers want to target specific customers to get them to buy their product or service. However, different customers want different things delivered in different ways—and for different reasons. So, with all these differences, how do you find the cu...
Customer Satisfaction is at 17 year low. These stats tell you why…
I read a fascinating report the other day from Zendesk called The Customer Experience (CX) Trends Report 2022. I saw a dichotomy between what people are saying and what they are doing regarding Customer Experiences (CX). Organizations seem to b...
Don’t Do This! Why Do People Fail to Understand Customers’ Real Expectations?
Many organizations do not know what customers expect from their experience and to their detriment. Understanding customer expectations is fundamental. Fail to meet them, and you have, well, failed. You failed to surprise and delight the customer, an...
Inflation is Going to Kill My Customer Experience. What Do I Do?
In the late 1970s, we had a 25 percent inflation rate. It was astronomical. Lately, in some of my experiences as a consumer, I feel a sense of Deja vu. Inflation is everywhere, from the gas pump to groceries to cars and real estate. Inflation…