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.
Why your memory matters more than your experience
Professor Daniel Kahneman is a Nobel Prize winning psychologist and is notable for his work on the psychology of judgment and decision-making, behavioural...
Why Journey Mapping Sucks
Here is a surprise for you…. your Customers are people! I hope this didn't shock you too much… Given this I really don't understand...
Finding the Answer to Employee Engagement
As usual just looking at the surface of a subject like employee engagement is not enough. There are three pieces of research along with...
Bank of America’s CEO – Brave or Naive?
I have seen so many proclamations like the one Brian Moynihan, CEO of Bank of America sent to his 270,000 employees last week stating...
Is your best $$$ performer your biggest problem?
Is your best revenue performer your biggest problem when it comes to improving your Customer Experience? We all know the type of person I...
Company Politics: Everyone is happy until you ask them to do something
One of the key things I have learned over my years in business is 'everyone is happy until you ask them to do something'....
What is the most common mistake when measuring a Customer Experience?
When asking your customers for feedback on their Customer Experience, what aspect of their Customer Experience are they referring to when they give you...
A key attribute of a Customer Experience Professional
Most businesses put great emphasis on how clever their people are, and test for their IQ. I have always been a great advocate to...
Seven predictions for the Customer Experience industry in 2013
As I look back on 2012 it has been another growth year for the Customer Experience industry. Will we still see this in 2013?...
Process v Experience – A massive difference!
Process v experience It was one of those cold autumn days as I walked across the parking lot of a potential client. I was thinking...
5 missed opportunities to identify high value Customers – Virgin Atlantic case study
I fly a lot. I have Diamond status on Delta airlines loyalty scheme, the highest you can get. I really fly a lot! On...
Some service is better than no service
Some service is better than no service As businesses strive for efficiency I often hear the mantra 'the best service is no service'. On the...
Customer Experience saves money
There seems to be a common misconception that improving your organization's Customer Experience will cost more money. In my experience this is not the...
Level of trust with organizations shows further decline – Customer Loyalty
According to the Edelman 2012 Trust Barometer the levels of trust with companies has shown a drop from 56 to 53 %. The trust...
Lessons in Customer inertia
With healthcare reform around the corner, although somewhat dependent on the Presidential election, many healthcare insurance companies are now scurrying around in fear of...
Emotional Labor, employees and Customer Experience
Have you ever been to a party when after the first hour you just want to go home? However you know you can't as...
New statistics on the state of Customer Loyalty & Customer Experience
70% of shoppers have stopped buying goods or services from a company after experiencing poor customer service. 64% have made future purchases from a company's...
Customer Experience is not binary
I was recently presenting work we had been undertaking to design a new experience for a client, Assurant Health in Milwaukee. They have been...
Have Apple created too much expectation?
When the new iphone 5 came out the Jimmy Kimmel Live show took an iPhone 4s out onto the streets and told people it...
The secret of a great Customer Experience – Apple case study
We all know about the phenomenon that is Apple. But what is their secret? Well, I am pleased to report it is what we...