Colin Shaw

Customer Retention: I could be dead for all they know…

It never ceases to amaze me how organizations pour money into attracting new Customers, but comparatively spend little on retaining them. Everyone knows it costs far less to retain an existing customer than acquire a new one, some say it is 5 times more...

A Guide for CEOs: Their Responsibilities in Improving the Customer Experience

Since founding Beyond Philosophy some seven years ago, I have had the pleasure of working with a number of CEO's across many diffident industry sectors, on both sides of the Atlantic. Over the years, sadly, I have that only about 20% of CEO's are really...

The Start of a Fundamental Shift in Customer Experience (Best Buy)

It is not often that we see a company take a decision that could change the way that an organisation works. Best Buy have just done this with the launch of Twelpforce. Essentially this new service uses Twitter to enable Customers to interact directly...

Why Companies Have No Sense!

How many senses do you have? The answer six! Sight, sound, touch, taste, smell and common! How many senses do you use when planning your Customer Experience? If you are like many of the companies you haven't really given it any thought. In my view…

One of the Secrets of a Great Customer Experience…

A few weeks ago we conducted our annual "Customer Experience Study Tour" in London England. This is where we take delegates to visit a number of leading Customer Experience companies for a behind-the-scenes look at how they approach the task of building a great...

Making an Impression in 120 Milliseconds

I recently read this article in Science Daily. In essence it talks about the fact that we sometimes don't realize why we are feeling some emotion. I wrote a blog recently on How emotions are evoked, which outline the process our body and brain...

The Power is Shifting Away From Corporations

The world order is changing. In the David and Goliath struggle between an individual consumer and the large faceless corporation, the consumer has always come off a poor second, as the corporation has access to all the resources which out gun any individual. Enter...

The Subconscious Experience

<imgx align="right" src=" http://www.customerthink.com/system/files/glowing-brain.jpg">One of our clients, a utility, had spent millions of dollars on implementing a new bill payment system over the web, as traditional customer satisfaction surveys had shown that customers said an online bill-payment system was important to them. But when we…

How Emotions are Evoked in a Customer Experience

How do we redesign our Customers Experience to ensure we are evoking positive emotions? This is a question we are being increasingly asked as people realize emotions form a large part of a Customers Experience. To understand and answer this, we need to look...

How Laying People Off Could Have a Silver Lining

Laying people off (making people redundant) is never an easy task. However, when you are faced with this task, how can you make this cloud have a silver lining and improve your Customer Experience? To answer this question let me draw a parallel with...

How Leaders Construct Cages That Do Not Exist

Recently I spent some time with a VP and his senior managers of a very large multinational company. I was amazed by the way he had built a series of constraints around himself that didn't actually exist. The meeting started in the usual way, he...

CMO’s say one thing and do another…

As you read the predictions of the most important areas an organisation seems to focus on in 2009 a common theme is Customer retention. No surprise really in a down turn. What does astonish me is the lack of connection that is made...

How to Get Everyone Working to the Same Customer Experience Goal

I am sure that you find a big challenge in the subject of Customers Experience is getting all parts of an organization to work together. A lack of coordination between departments is normally a one of the many causes of a poor experience and...

Tighten Your Customer Experience Belt in a Credit Crunch Only if You Want to...

I always remember watching a film of a racing driver in the late '50s. He had just won a race where there was a fatal accident. He was asked, "After seeing the accident, did you slow down?" His reply has always stayed with me....

If Customers Say They’re Happy, Why Are They Leaving?

One of our clients, a utility, had spent millions of dollars on implementing a new bill payment system over the web, as traditional customer satisfaction surveys had shown that customers said an online bill-payment system was important to them. But when we delved further, we...

To Build an Emotion-Packed High-Performance Brand, You Have to Go All the Way

Picture a Starbucks store. What comes into your mind? What feelings do you have about Starbucks? Now picture the Virgin logo. What are your thoughts? At Beyond Philosophy, we view a high-performing brand as one that is widely recognized by its target audience and which...

Engage Your Customers Emotionally to Create Advocates

I placed my items on the belt at the supermarket. The clerk scanned and bagged them. The amount was displayed on the screen. I handed over my credit card and smiled. I, then, realized that no one had said anything! The clerk swiped my card....

You Can Make a Business Case for Customer Experience

Working with business leaders who liked what they heard about the customer experience but still failed to embrace it, thought leader Colin Shaw recognized the need to give CxOs the rationale they needed to turn their businesses around. The result is his book, The...

Aim for “Natural” Customer-Centricity–So Ingrained You Don’t Have to Think About It

In our research, I have found that the great customer-centric organizations are either comparatively new organizations that have started with a blank sheet of paper or ones with a leader who fundamentally believes the customer should be at the heart of everything the business...

Where Does Your Customer Experience Begin and End?

Where does your customer experience begin and end? What is the emotional state of your customers as they begin an experience with you? It is fundamentally important to know this if you are to market to and design an emotionally engaging customer experience. A few...

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