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.
A Customer Experience Surprise from Delta
As CEO of Beyond Philosophy, I routinely help companies analyze and improve their Customer Experiences. I've studied, analyzed and improved so many CE processes...
Patient Experience Gaining Traction in America
While patients in a hospital or doctor's office aren't typically thought of as customers, that's precisely what they are. To that point, there's been...
Hiring a Chief Customer Officer is the key to successful Customer Experience programs.
Forrestor Research Analyst Paul Hagen's latest research on "The Rise of the Chief Customer Officer" quotes an unnamed senior executive from his report released...
The Subconscious Experience
Art Markman, writer for Psychology Today, in an article entitled Ulterior Motives: How goals, both seen and unseen, drive behavior, discusses how the food...
Have you heard of the Get2Human call centre standard?
Call Centres are often the beginning of a bad customer experience. Darren Cornish pointed me in the direction of Get2Human.com, which I believe is a...
Steven Walden interviewed on LBC radio on the retail customer experience
As thought leaders in the customer experience industry, we are often called upon by the media to add our expert insights into current affairs....
Some great customer experience statistics for 2011
2010 Customer Experience Impact Report View more presentations from RightNow Technologies. RightNow, a corporate customer experience product organisation put together this deck full of customer…
The B2B Customer Experience
Tony Zambito over at The Social Customer has written a post on the importance of Buyer Experience Innovation, in which he describes the Buyer...
What is Customer Loyalty?
One of my favourite bloggers and marketing guru, Seth Godin, has brilliantly summed up the impact of customer loyalty: "Loyalty is what we call it...
The Global Recession = Global impact on consumer behaviour
Nielsen has released some its latest statistics on The State of the Global Consumer: Spending Trends. In a recession it is vital to control costs...
Social Business Platforms for your Customer Experience
We have previously blogged about the transition from Social Media to Social Business, and thought that this short presentation from Mashable was a great...
What’s the tone of your customer experience?
Alex Lickerman, M.D. has written a great piece on The Importance of Tone over at Psychology Today. The tone your organisation communicates can be...
A Chinese Customer Experience [infographic]
Are you providing a multi-lingual customer experience? PSFK reports that "In the past year, China has acquired a whopping 36 million new internet users, tipping...
Tesco reaps benefits of Customer Loyalty
Tesco has begun on its road to recovery from the recession reporting a 5% profit increase. A mixture of low prices, a great CRM program...
The Subconscious Customer Experience
Nielsen have got a great write up of how Measuring the Buying Brain can aid organisations in shaping experiences to maximise their chances with...
Social Media usage dominates Americans online time in 2010
A continuing theme of the blog last year was to pinpoint some key statistics to show the growth of social media. Hopefully this will...
Social Gaming continues to rise
Social gaming has emerged as one of the fastest growing industries in recent years. According to recently published research, 56 million americans are now playing...
Car Insurance: Good service not good rates wins
A recently published study reports that satisfaction levels with Car Insurance companies has decreased from last year. I’m sure one of the factors will...
From Social Media to a Social Business
One of the big moves we’ll see in 2011 is the shift from companies employing just one section of their company into a “social”...
Combining User Experience design with your Customer Experience
User Experience and Information Architecture design has slowly become recognised in the mainstream as vital to providing a decent experience on any site across...