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.
Community Managers: The key to your online Customer Experience?
Tradtionally the role of managing customer touchpoints has been the responsibility of either Customer Services or the Marketing department. However, in the age of...
Average time an American spends online continues to rise
Americans continue to spend more time online according a report by Nielsen Although its a small increase of just 3 minutes more online this month,...
The Customer Experience prize that finds you
Omo in Brazil has launched a revolutionary new idea to reward consumers and provide them with the a memorable customer experience. 50 boxes of...
Deal a day aggregator cuts out the middle men
Everyone loves a deal. Fed up of your inbox filling up with daily offers, freebies and discounts? Or do you regularly find yourself trekking to...
Drop your Porsche off and Shop!
What about this for a customer experience? What is a lady to do whilst her Porsche is going through its four hour service? Shop obviously!...
Virgin Media hopes influencers tweet about their customer experience
Virgin America is utilising its in-flight Wi-Fi to help boost its reputation within the social media scene. Recognising the growing influence of individuals with large...
WIRED’s Chris Anderson & Malcolm Gladwell go head-to-head
I enjoyed reading about the continuing debate between Chris Anderson, author of FREE, and Malcolm Gladwell over the development of the Freemium economy. "Anderson argues...
An insight into the Vodafone iPhone 4 Customer Experience
Through the power of Twitter, we have managed to gain a first hand insight into the Vodafone Customer Experience. One of the people I...
Facebook second worst in online satisfaction survey
The world's largest social network isn't keeping everyone satisfied. Facebook received only 64 out of 100 in the recent publication of the 2010 American Customer...
Choose third party collaborators carefully when designing your customer experience – Apple Case Study
Steve Jobs has spent decades designing, building and perfecting the Apple customer experience. However, in recent weeks all this hard work seems to have...
What’s more important: Employee Satisfaction or Customer Retention?
Following on from yesterdays post on motivation, I found this post rather interesting… Douglas Hanna, CEO of A Small Orange, has written a post arguing...
The surprising things that motivate us [video]
Another RSA Animate video that has really inspired me to think differently about motivation and the customer experience. I’ve been really enjoying the RSA’s Animate...
Customer Service lessons from the Zappos CEO Tony Hsieh
Tony Hsieh, Zappos CEO, has become famous for creating a company culture that is centred on a great customer experience. Tony was interviewed over at...
Don’t complain about complaining customers – they are good for your business!
Everyone knows the real truth – the customer isn't always right. This doesn't mean that you can be annoyed, frustrated or dismayed when customers complain...
The Secret Powers of Time and the Customer Experience
I came across this video by the RSA of a talk given by Professor Philip Zimbardo. The first thing I thought of after watching the...
The correlation between Stock Market performance and the Customer Experience Index
Forrester have previously looked into the correlation between their Customer Experience Index (CxPi) rankings and stock market performance. They've since updated the source data,...
Singapore Aiport slides towards a memorable Customer Experience
Sometimes, the best ideas are the simplest ones. Inside Singapore's Changi Airport there is a four-storey slide. What on earth is a slide doing in...
American Express’ 3 stages of Customer Relationship Care
American Express recently reported that their customer satisfaction rates have climbed dramatically We are pleased to count American Express as one of our clients for...
Net Promoter 2010: The UK’s most recommended brands
Author: Colin Shaw Satmetrix, the Net Promoter Company, today released the 2010 European Net Promoter Industry Benchmarks for a variety of sectors across the…
Are you listening to your social consumers?
Image courtesy of Nielsen Nielsen reports another piece of research that points towards the shift in consumer expectations of brands behaviour online and offline. People...