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.
New Research shows acceptance of an Emotional Experience
The biggest thing I have learnt in 15 years of working in Customer Experience is all about having the right mind-set. I recently gave a...
How to map a Customer Journey mapping that improves customer retention.
Over the last ten years I have had the privilege of designing many customer journeys for our clients. I would like to share with...
When household names lie and cheat and the Customer Experience
I am not sure if it is because I am getting old that I am becoming increasingly disillusioned with the way some companies behave....
Lessons in bonusing the Customer Experience measures
Sometimes things never change…. a number of years ago, when I was a Senior Executive responsible for Customer Experience at BT, I was presenting...
Customer Are Irrational: Stop fighting it.
My thanks to everyone who attended my session at 'South By South West'. Great to see so many people there and standing room only!...
Customer Experience Goes Global
Turn the clock back 20 years and the thought that countries in Africa, India, China and Brazil would be the new up and coming...
Social Search and the Customer Experience
Tech titans like Google, Facebook, and Microsoft are finally catching up to mother nature in the race to create an intuitive social search experience....
Stop Being a Hero! Create a Natural Customer Experience that is Inspiring, Human and Achievable
Inspiring. Human. Achievable. We are constantly being asked by our clients how they can create a Customer Experience that is consistent. Here are two...
Examples of Great Customer Experience: American Girl Place
The key to long-term customer loyalty is customer experience. As we show in Building Great Customer Experiences, 85% of senior business leaders agree that...
Global CEM: Lessons from India and Starbucks
As Starbucks plans to open about 50 new locations in India, the world may have to make way for 1,189,172,906 more caffeinated people ....
Finally Someone Stands up for the Customer
San Francisco International Airport now has a yoga room for passengers to relax after going through security check. Melissa Mizell, design director for Gensler,...
The Well Experience: Walgreens
Walgreen's "Urban Concept Store," represents the best of the best in customer experience. As Walgreen president Joe Mangacca states, their aim is to "transform...
Go Daddy SOPA PR Disaster
Go Daddy is the web's top registrar, providing over 50 million customers with website domains around the world. For the first time we witnessed...
Check Out, Check In or Drop Out – The Customer Experience in lines
The psychology of waiting in lines bears interesting fruit. As a manager, even if you take logical steps to reduce customer wait time—it may...
Mobile Customer Experience: The Next Wave of Retail
The mobile customer experience is the next edge in web-based retail sales, and its...
How Empathetic is Your Organization?
Empathy is the ability to understand the feelings, thoughts and experiences of another person, and it is a common research topic because of its...
Are Your Customers Happy?
Life, liberty, and the pursuit of happiness. The U.S. Constitution enshrines happiness as an inalienable right – for a reason. Autonomy, or the feeling that...
Apologizing in a Way That Promotes Customer Loyalty
American journalist Katie Couric is known as "America's Sweetheart," thanks to the co-anchor role she served for 15 years on The Today Show. Yet...
The Gender Experience – Math, Cars and Vanilla?
In a recent blog post, I shared my interest in the connection between gender and customer experience with you. In the past week,...
Online Checkout: A Huge Market for Customer Experience Improvement
Since the early 1990s, e-commerce has skyrocketed. The success of digital retailers like Amazon and eBay has proven that virtually any product or service...