Colin Shaw

Is Customer Experience Dying? The Pioneers of CX Discuss

At the very least, Customer Experience is dying as we know it. What should be done to save Customer Experience?

Big Controversy: Should We Stop All Certification Now? Join the Debate…

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. Some might say it is because of COVID, but I don’t think so.  Having ...

Stumped for New Ideas? This is What is Stopping You

I like books that show you another perspective you weren’t expecting. Yuval Noah Harari’s Sapiens: A Brief History of Humankind is an example. Sapiens covers the critical points in history for homo sapiens. I admire how Harari wa...

5 Rules That Absolutely Build Customer Loyalty

Loyalty is one of the most overused phrases in business today. To most companies, it invariably means “customers give us all their money.” But that is not what loyalty is. So, today we’re going to talk about the five rules that will build customer loya...

Will Offering Free Products Increase My Sales?

One of our podcast listeners wrote to us with a problem. I am sharing it today because this problem seems like some of you could also share it. Our listener wants help convincing his team that using a free trial will help sales. We think…

I’ll Be Back! The Phrase We All Want Our Customers To Say

We all want customers that return and buy more for us. Returning customers often buy more than new customers and require fewer resources to attract. So, how do you get customers to come back? I went outside my own resources to get you an answer to...

Is Your Marketing Inadvertently Damaging Your Customer Focus?

Welcome to my second article in a series about assessing customer centricity in our global Customer Experience consultancy. All organizations are somewhere on a spectrum from Naïve to Natural, with Naïve being the least customer-centric and Natura...

The Hidden Messages That Are Killing Your Culture Without You Knowing

Twenty years working in Customer Experience taught me that it’s about a mindset. The mindset leaks out into the organization, recruitment processes, measurement programs and eventually becomes your organization’s culture. The mindset becomes “the way w...

Hooked on Your Phone? Here’s Why

I was texting with my daughter the other day and there was a pause in the conversation. I could see the three little dots. Surely she was typing a clever response to the remark I’d just made. I couldn’t wait to see it, so I…

Too Big To Care? Why Mega-Mergers Threaten Us

How big does a company need to get before it is too big to care about Customer Experience? If this week’s news is any indication, telecom customers in the U.S. and grocery shoppers in the UK could find out. We all can see from surveys like th...

What You Must Learn from Facebook’s Mistakes with User Data

Facebook is in hot water with their users regarding the use of personal data. No matter where you are as a Facebook user—or not, as the case may be—we can all learn three crucial lessons from Facebook’s mistakes. To summarize, the Facebook Cambridge An...

Starbucks: How to Respond to a Crisis

Starbucks has announced that it will close more than 8,000 company-owned stores on May 29 to present racial bias education to its employees. This dramatic move is a response to last week’s incident at a Philadelphia Starbucks, where two black...

Customer Loyalty Isn’t What You Think It Is!

A lot of business professionals talk about customer loyalty. However, if I’m totally honest, they often don’t know what they are talking about. Or they do know what they are talking about, but what they are talking about is not customer loyalty! Many o...

How To Uncover Your Customer’s Hidden Needs

Honest feedback from your customers is the best way to improve any hiccups in your Customer Experience. Social norms, however, can get right in the way of getting that honest feedback, at least in some instances. Overcoming the obstacle of social norms...

The Non-Conscious Influence that Affects How You Will Read This Post

We like to think that influences on our behavior are things of which we are aware. It makes us feel like we are in control. However, forces affect our behavior whether we are aware of them or not. Moreover, the non-conscious influences of which we…

How To Manage Expectations

I always go by the old business axiom: “Under-promise and over-deliver.” This means promising something you know you can achieve, and then going above and beyond in your performance. When you do this, customers are thrilled because you set their expectations low and then then…

The Big Assumption That Economists Got Wrong – And You?

You know that old saying about what you make of you and me when you assume something? Well, it turns out, that economists made quite an assumption for years: that people were entirely rational in their decision making. However, they were wrong and we k...

The Remarkable Truth about (the Lack of) Workplace Privacy

Amazon received two patents on wristbands that can track the moment-by-moment actions of their warehouse workers. Amazon has not said whether they will use the technology in their warehouses but stated if they did, they would be used to improve th...

Has Apple Lost Touch With Its Customers?

I’m a great fan of Apple, and not just because I use their products. For years, Apple has distinguished itself as a company that knows how to build an emotional connection with its customers. Because of that connection, Apple claims legions of loyal fa...

Wells Fargo: They Should Do This

The Consumer Financial Protection Bureau (CFPB) meted out a $185 million fine that included a $100 million penalty to Wells Fargo in 2016 for their violation and abuse of consumer trust. The San Francisco-based bank, whose employees opened many fraudul...

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