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.
Zappos loses $1.6 million due to pricing mistake, honors all sales
Author: Colin Shaw Pricing errors online are usually honored by companies, but everyone was suprised to see 6pm honor this pricing error. 6pm.com, a Zappos…
On hold for a Customer Service Representative? That’s so 2009
"Never wait on hold again" That's the promise of LucyPhone.com. The startup offers you a service that turns the tables on customer service representatives, and...
Designing your customer experience to evoke nostalgia
A recent study has found that customers prefer nostalgic products when they are feeling left out, or are missing a feeling of belonging. Science Daily...
Using Social Media to compliment your traditional marketing and Customer Experience
Author: Colin Shaw Vanessa DiMauro over at The Social Customer recalls a conversation and blog post written by her colleague Jack Greene mulling over…
Paying for Promoted Tweets on Twitter create a customer experience
A month has passed since Twitter announced Promoted Tweets. The earth is still spinning. Since the announcement there has been few earthquakes in the Twitter...
Telling stories through your customer experience
Every touchpoint of your organisation, service and brand is an opportunity to tell a story. The story you choose to tell your customers is just...
Recommendations, Trust and Net Promoter Scores
Recommendations. You can build a customer experience around them. Whether it's a book review on Amazon, a local food blogger reporting on your...
Listening to your customers: Ford uses social media to become a “Car Utility Company”
Scott Monty, Head of Social Media at Ford, was interviewed at Ford HQ on the influence of social media at Ford. Lee Odden questioned...
Convincing your abstract thinking customers by giving them mixed emotions
Abstract thinkers may take a bit more convincing than the average consumer, however there is a workaround. A new study publish in the Journal for...
A rather smelly Customer Experience
Greasy Fish & Chip shops, fresh pine needles or a plasticy manufactured pong. What does your customer experience smell like? Have you included any olfactory...
Wearable Brain Analyzer – measuring the cognitive customer experience
Hitachi are releasing a wearable device that measures brain activity. The wearable encephalometer (a device to monitor a brain) uses far-red light and is...
Twitter can predict the future, can it predict your Customer Experience?
There has been much buzz around the internet about how Twitter buzz and sentiment can be used to predict Box Office takings. Now, researchers...
Action and America: How our cousins across the pond use immediacy to improve Customer Experiences
Having worked in the UK and US for some time I have grown to love the land of Uncle Sam and consider Americans as...
The science of sharing a Customer Experience
Researchers at the University of Pennsylvania have studied the New York Times list of most-e-mailed articles, tracking more than 7,500 articles published online from...
Reputation and the importance of Customer Service
As reputation falls, would you expect to also see Customer Experience fall? Jo Causon of the Institute of Customer Service has uploaded a short…
They’re wearing a tie – that must be the manager.
Everyone judges by appearance. No matter how much of a conscious effort we make to dissuade our initial reactions, how things look affects our perception...
Malcolm Gladwell on Social Media
Malcolm Gladwell, one of my favourite authors, has shared his thoughts on Social Media. The short interview is definitely worth a read. Overall Gladwell...
Social Media running free
Social Media is currently running free. One of the issues with social media being a relatively new medium is that it lacks a defined...
The 4 Steps to Touchpoint Redesign
One of the key questions in Customer Experience is ‘how can we redesign our experience to create more value-add?’ Too often however this is...
Industry luminaries define the Customer Experience
What exactly is the Customer Experience? A lot of people are often confused about what the definition of a Customer Experience, and how this...