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.
Laying people off (making people redundant) is never an easy task. However, when you are faced with this task, how can you make this...
Recently I spent some time with a VP and his senior managers of a very large multinational company. I was amazed by the way...
As you read the predictions of the most important areas an organisation seems to focus on in 2009 a common theme is Customer...
I am sure that you find a big challenge in the subject of Customers Experience is getting all parts of an organization to work...
I always remember watching a film of a racing driver in the late '50s. He had just won a race where there was a...
One of our clients, a utility, had spent millions of dollars on implementing a new bill payment system over the web, as traditional customer...
Picture a Starbucks store. What comes into your mind? What feelings do you have about Starbucks? Now picture the Virgin logo. What are your...
I placed my items on the belt at the supermarket. The clerk scanned and bagged them. The amount was displayed on the screen. I...
Working with business leaders who liked what they heard about the customer experience but still failed to embrace it, thought leader Colin Shaw recognized...
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...
Where does your customer experience begin and end? What is the emotional state of your customers as they begin an experience with you? It...
About nine years ago, when I was senior vice president of Customer Experience at one of the largest global telecommunications companies in the world,...
Do you think customer emotional reaction to your service plays an important role in whether the customer will buy from you or use you...
"Did you have a good flight?" This is the usual question that everyone is asked when they come back from a long-distance vacation. For...