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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.

4 out of 5 organizations have not increased their customer satisfaction since 2010!

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. Guess what? It’s at an all-time low for the last 17…

The Battle for Customer Attention: How to Come Out on Top

Joe Pine’s The Experience Economy changed my life. Pine’s take on what the future of experience would be back in the 90s put me on the path…

Critical Issue: How to Increase Your Price Without Losing Customers

Alan Flower is in a pickle, and he came to us for help on a recent podcast. Flower asks, “How can I increase prices and…

Bad Mistake! Is Too Much Choice Responsible for Destroying My Revenue?

Having a lot of choices is a blessing—until you have too many. Unfortunately, too many options can become a curse. Today, let’s look at how…

How ChatGPT Will Massively Disrupt Many Industries And Democratize AI

By now, you might have heard of ChatGPT by OpenAI. This AI-powered chatbot can write everything from raps to commercial copy for Ryan Reynold’s mobile company to…

These are the critical questions to see if your segmentation is effective!

One of our podcast listeners Vijay Patel has a pickle, and many of you probably have the same one. Patel’s company isn’t getting the sales…

The Seven Key Strategic Questions Essential for Gaining Growth in 2023

It’s time for an update. A few years ago, we went over some of the essential questions for your clients. However, in reviewing that content,…

How Do I Know When a Customer Has Decided to Buy?

I love technology, but I can still be old-fashioned when working with clients. How? Meeting with clients, I like to put pen to paper and…

An Authoritative View: Three Pioneers of CX Predict Big Changes in 2023

What do you get when you put three old guys in front of microphones and ask them to talk about one of their favorite subjects?…

The Five Rules Guaranteed to Make You an Effective Leader

What do leadership and rabbits have to do with each other? Usually, not much. However, in the context of leading a team that needs to…

Wow! It’s Been an Interesting Year! This is What We Have Learned

As 2022 draws to a close, I like to reflect on the year and what I have learned. I shared them on a recent podcast…

Embrace This Amazing Way Customers Evaluate You to Gain Success

People tend to be less sensitive to improvement the more things improve. 9Diminishing sensitivity is why what exceeded customers’ expectations and delighted them in your…

Don’t Panic! Here Are The Many Advantages of a Recession

There is plenty of bad news to be had about a recession. However, if you think about it, there are some silver linings, too. With…

It’s Time to Move Your Customers to Where You Want Them to Be

Customer strategy results in some interesting questions. Recently, Claire Hillman, a listener (and viewer of our new YouTube channel) asked us one she has been mulling…

In an Increasingly MAD World, Here Are 5 Rules for Managing Uncertainty

The world is crazy. There’s a war in Ukraine. The UK has a cost-of-living crisis as energy prices are rising, and loads of people are…

Learn How to Make Influence Your New Superpower Today!

Change is hard. So, when you have to make changes in your organization, you face many challenges. However, we have a secret superpower you can…

Despite All My Hard Work, My Key Performance Indicators Are Not Moving! Why?

We’ve got a pickle. I love a pickle. Tonya Dunn, an insurance professional, wants to know why her Customer Experience efforts aren’t moving the numbers.…

Incredible! Why So Many Organizations Are Missing This Massive Opportunity!

This newsletter issue is the second of a series based on a podcast we did with Beyond Philosophy’s own Zhecho Dobrev (@ZhechoDobrev), author of The Big Miss: How…

Memory Mini Series Part 3: How Memories Can Be Altered and Why We Forget Things

Memory is one of my favorite topics in the behavioral sciences, so we did a podcast series on them. This newsletter is the last of…

Memory Mini Series Part 2: Loyalty is a Function of Memory. This is How Memories are Built.

This newsletter is the second in a 3 part series related to one of my favorite topics in my continuing mini-series on memory. Last time,…

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