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.
Customer Experience Statistics Compendium
Over at the eConsultancy blog, Graham Charlton has compiled a great compendium of topical Customer Experience statistics that you should find interesting. There is...
Change: It doesn’t need to cost the world
Sometimes an organisation needs to completely restructure. Sometimes a department needs to know how to streamline a customer service process. Sometimes, the shop just needs…
Mansfield FC let fans put a price on their Customer Experience
Mansfield FC v Gateshead may not sound like the most exciting of football games to watch this weekend – but Mansfield are letting the...
The Price of Free: building your Customer Experience around your price
The internet extrapolated the concept of Freemium to the extreme. Two of the webs most successful organizations, Google and Facebook, both give away their...
What should my Social Media Policy look like? Have a look at 113 others
Keeping a consistent tone, message and strategy across all your social media properties is vital to presenting a coherent online experience that your customers...
Emotional Customer Experiences online
Roger Dooley at Neuromarketing reports that in an a effort to add an emotional layer to websites, the World Wide Web Consortium (W3C), the...
Everyone knows the difference between right and wrong. Don’t they?
Over at The Perfect Customer Experience, Dale Wolf argues that “No company can do well when it treats its customers wrongly. That is...
Are your people Passive Aggressive?. How are they affecting the Customer Experience?.
Earl Sassers great book The Service Profit chain showed us that ‘happy people (employees) give you happy Customers’. In other words in order to...
Is there a Customer Experience gene?
One of the key aspects of building a great Customer Experience is understanding your Customers at the point of interaction. Some people just seem...
Living social media
Social media is becoming critical in building a great Customer experience and generating Customer loyalty. Who owns social media in your company? Who has...
The newly discovered subconscious experience and its vital role in Customer retention
The subconscious experience is far beyond the traditional 4 P’s of marketing and has a dramatic effect on how customers perceive their experience. In this...
New research methodology to measure subconscious experience
Free white paper on ground breaking research and its application to improve the Customer Experience. We have been developing a new research methodology with academia...
What is a Social experience? – Contribution to definition for new book
We are writing our fourth book on Customer Experience due out in spring 2010, published by Palgrave McMillan. The current working title is Customer...
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...
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...
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...
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...
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...
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...
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...