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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.

Unlocking Success in 2024 With These 6 Essential Learnings From 2023

  It’s that time of year for one of my favorite traditions, my end-of-year reflections. I appreciate the opportunity to look back upon what has...

How Implementing AI in CX Can Be the Good, Bad, and Ugly

  This year has been the year of AI. We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead ([email protected]) recently…

Is this the future for Customer research teams in 2024 and beyond?

  I’m obsessed with AI at the moment. Luckily, the rest of the world seems to be, also. One area that will feel the influence...

Why Confusing Inertia With Loyalty Will Eventually Kill Your Business

  In a meeting with a long-time client, I learned how pleased they were with their repeat business, which they saw as loyal customers coming...
question mark on chalkboard

Which Is The Better Customer Experience in 2024? AI or People?

  I love the phrase, “None of us are as clever as all of us.” But a phrase is little more than words unless there...

Why engaging HR, Finance, Legal, and IT to embrace the customer is vital!

  One of my clients has done an excellent job in the last couple of years improving their customer experience. However, much of it was...

What’s a marketer’s most powerful tool? Surprisingly, it’s regret!

  Every time I turn my television on, I regret it. Is it the programming? Is productivity wasted? Wistful feelings of stardom never pursued? No.…

Unlocking Success: 8 Powerful Strategies to Drive Sales Through Others

  One of our listeners, John, is in a pickle. He is starting a new business, but that isn’t the problem, although I am sure...

Are you ready? These are the 14 opportunities & risks you face in 2024

  We British look at the world as if the glass is half empty. By contrast, Americans look at the world as if the glass...

Customers say they want choice, but the evidence shows they don’t!

  Stanford Professor Itamar Simonson is very clever. He brought snacks to class for his students. However, he wasn’t just being cool; he used them...

Uncover the Secret to Driving Brand Value With This Powerful Framework!

A listener, Irene Beard, is starting her own company. She’s always believed in a strong brand, but how can she plan what people take...

How You Can Predict and Avoid Customers Changing Their Minds

I want to let you into a little secret. I’ve learned to ask customers a question over the years. Ready to know what it...

Should We Add ‘Additional Fees’ to Our Pricing to Increase Our Profits?

  Like many of you, our listener Brian Williams is grappling with the additional costs of doing business in our era of sustained inflation. He...

Restaurant Experiences That Drive Me MAD! What Can We Learn From These?

  My two favorite Muppets were Statler and Waldorf. You might remember these were the two old guys that sat on the balcony and heckled...

How Can I Establish a Reputation for Low Prices WITHOUT Seeming Cheap and Low Quality?

  Catherine, one of our podcast listeners, wants to know how to establish her organization’s reputation for having low prices without the companion reputation for…

How AI Is in Danger of Suffering From ‘Shiny New Object Syndrome’

  Are you ready for AI? Some firms are. To be counted among them requires preparation. Author, speaker, consultant, and The Agile Brand podcast host…

Discover 3 Surprising Tactics Customers Use to Evaluate Your Price

  We have multiple ways of evaluating prices. These differ in terms of how easy they are for us to do and how accurate they...

How to Make the Time Your Customers Wait Seem Fair

Sometimes your customers have to wait. You would rather that wasn’t necessary, but it is reality. So, rather than ignoring this fact, I wanted to…

How Making Customer Wait Reveals How Internally Focused Your Organization Is

Waiting is another type of cost to the customer. When you make them wait, you’re charging them in their time. Companies should consider this cost…

Critical Thinking: Where are you on this new customer time paradigm?

Many years ago, I read a book that changed my life, The Experience Economy by Joe Pine, founder of Strategic Horizons. As a pioneer in…

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