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.
How combining this behavioral checklist to your journey maps will dramatically improve them
Journey Mapping is an excellent tool in experience design efforts. However, I often complain that they do not include the emotional journey, which is...
Become a better leader by knowing yourself and managing your emotions
Emotional intelligence (EQ) is critical to leadership. EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing...
Stop using Customer Engagement as jargon and let’s truly understand it
We have been remiss. In the past five years, we have talked about the Cleveland Browns, a struggling team in the NFL, several times but…
Sales are down despite our research showing they should be up! Why?
One of our podcast listeners has a pickle, which, for those unfamiliar with it, is our term for a business problem. Our listener did their…
FOMO is a Powerful Marketing Tool. Are You Making the Most of It?
FOMO, or fear of missing out, is a powerful marketing tool. The acronym denotes how we do things because we are worried about regretting not…
Critical errors! 5 rules guaranteed to ensure your failure
A sure way to fail in your efforts to reach your target customers is not to understand how things work where they are. Some hilarious…
Is Employee Experience just a Fad or is it really the Future of Work?
You must focus on your employees if you want a great experience that delivers service excellence. Unfortunately, that isn’t my concept. I got it from…
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…