Colin Shaw

Why Your Measurement is Killing Your Customer Experience And What to Do About it

I am surprised daily about how many organizations can’t articulate how their improvement in various experience measures, like Net Promoter Score®, will benefit the organization. This connection is essential to understand to create a winning customer...

Critical Steps To Ensure Your Program Is Not Seen as Something Soft and Fluffy

Journey mapping can be a tricky thing for organizations. Organizations often think that doing a journey map of their experience will be the answer to life, the universe, and everything.  But it isn’t.  If we think about why we do journey m...

Watch Out! We Are In Danger of Repeating the Same Mistakes We Did Last...

The next wave of business change is Customer Science. Customer Science is the fusion of artificial intelligence (AI), customer data, and the concept of the behavioral sciences. However, if you miss this next new wave of change, you could b...

Stop Making Excuses! COVID Isn’t the Reason Customer Experiences Are Declining

Over the last 20 years, Customer Experience has been a concept embraced by businesses.  However, despite this emphasis on providing excellent experiences, customer satisfaction levels have not improved. Many of you might think, well, that’s bec...

Is This The Future? Great Practical Examples of the Beginning of the Metaverse

By now, you have probably heard of the metaverse. If you haven’t, Fortune.com describes the metaverse as a digital universe that users access through virtual reality (VR). This metaverse concept is poised to change everything, from how we ...

My Customer is So Annoying! How to Rationally Decide if the Time Has Come...

Customer relationships have to be win-win. If they aren’t, it’s time to end it. However, it shouldn’t be a quick decision, nor should it happen in an email or text. There is a process, and today we will look at when and how you should…

Customers Are Changing. Are You Ready with The Next Best Thing in Customer Strategy?

The late Steve Jobs said at a 1997 Apple World Worldwide Developers Conference, “You’ve got to start with the Customer Experience first and work backward towards the technology.” Now, in 2021, this quote couldn’t be any more pertinent than it was nearl...

The Big Fail: Why Are You Not Listening to the ‘Voice of Your Product’?

Proactive is a key word for me for the future of experiences and customer strategy. Anticipating the needs of your customers is going to be the next level of exceeding their expectations. However, to be proactive, you need to add a new voice into the…

Customer Relationships Are a Waste of Time! Is This True? What Do You Think?

How do you build a long-term relationship with customers? Tina works for an engineering company in Australia and recently joined the New Zealand office. Tina’s key focus is on Customer Experience and development, and she wants her team to change the...

Wow, What a Year! What is Our Personal and Business Learning for The Year

Customer satisfaction is at the worst point it has been for 15 years. People want positive experiences, so it’s up to businesses that want them as customers to provide them. However, the old way of doing things is going away, presenting an opportuni...

Is Father Christmas Real? The Power of Storytelling

A lot of the deepest beliefs that people have come from stories. The story is what makes the idea believable and compelling. People relate to concepts more when they can associate them with an example of an anecdote. Therefore, telling stories is an...

How to Successfully Change to a Digital Experience and Create ROI

Consumers these days are more informed when they come to your retail centers today than they once were. Instead of browsing the aisles, they scroll through pixels. If your digital experience isn’t quite ready for this role in the sales cycle, you shoul...

Secrets Revealed: How to Be Distinctive from Your Competition and Win!

There is a saying that says, “Imitation is the highest form of flattery,” and it is. However, it is also a losing strategy when you are working at winning over customers from the competition. Finding a way to stand out is the secret to long-term…

Are You Winning on Purpose?—The Creator of the “Net Promoter” Tells Us How!

Back when I was working in corporate life, I went to a presentation in London. Sitting there amongst 1,000 people, I had an epiphany about what I wanted to do with the rest of my career. Soon after that, I founded my global Customer Experience…

I am so Frustrated! Customers’ Comments Don’t Reflect the Score They Give Me. Why?

On the podcast, we do something called “I’m in a Pickle.” The pickle is a business problem our listeners have that we try to address with the behavioral sciences. For example, we had one recently from a listener Janet, who said that despite get...

Why Nostalgia is Not Just a Thing of the Past But the Present

People look back on their childhood and talk about how terrible it was. However, they often do it with a fondness that belies their words. Looking back at the earlier period, they feel good about it, no matter how terrible it was in their descriptio...

Our Competition is Beating Us Despite the Fact We Are Better Than Them

One of our podcast listeners, Jeanne-Claude, wrote about a problem he was having for a recent episode. I am writing about it here today because it is likely a problem some of you share. Jeanne-Claude’s problem is that his company offers a complicate...

This is the Most Powerful Tool in Your Armory, But Do You Understand Why?

Consumers do insane, possibly dangerous things when they feel a threat to their resources. In particular, highly commoditized resources we perceive as necessary for basic functioning. Unfortunately, panic buying shows that the difference between eve...

The 5 Rules to Dramatically Improve the Way You Deal with Customer Complaints

Lately, my Customer Experiences have been lousy. At the beginning of the pandemic, I was more understanding when Customer Experiences weren’t great. However, 18 months later, my patience has run out, and organizations should have sorted things out b...

I Am Really Frustrated. Why Can’t My Boss See the Need to Change?

Our podcast encourages listeners to tell us about problems that they would love some behavioral science or practical insights into helping them solve. We call it “I’m in a pickle,” and it is about solving real-world problems with the principles we d...

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