Colin Shaw
Wow, What a Year! What is Our Personal and Business Learning for The Year
Customer satisfaction is at the worst point it has been for 15 years. People want positive experiences, so it’s up to businesses that want them as customers to provide them. However, the old way of doing things is going away, presenting an opportuni...
Is Father Christmas Real? The Power of Storytelling
A lot of the deepest beliefs that people have come from stories. The story is what makes the idea believable and compelling. People relate to concepts more when they can associate them with an example of an anecdote. Therefore, telling stories is an...
How to Successfully Change to a Digital Experience and Create ROI
Consumers these days are more informed when they come to your retail centers today than they once were. Instead of browsing the aisles, they scroll through pixels. If your digital experience isn’t quite ready for this role in the sales cycle, you shoul...
Secrets Revealed: How to Be Distinctive from Your Competition and Win!
There is a saying that says, “Imitation is the highest form of flattery,” and it is. However, it is also a losing strategy when you are working at winning over customers from the competition. Finding a way to stand out is the secret to long-term…
Are You Winning on Purpose?—The Creator of the “Net Promoter” Tells Us How!
Back when I was working in corporate life, I went to a presentation in London. Sitting there amongst 1,000 people, I had an epiphany about what I wanted to do with the rest of my career. Soon after that, I founded my global Customer Experience…
I am so Frustrated! Customers’ Comments Don’t Reflect the Score They Give Me. Why?
On the podcast, we do something called “I’m in a Pickle.” The pickle is a business problem our listeners have that we try to address with the behavioral sciences. For example, we had one recently from a listener Janet, who said that despite get...
Why Nostalgia is Not Just a Thing of the Past But the Present
People look back on their childhood and talk about how terrible it was. However, they often do it with a fondness that belies their words. Looking back at the earlier period, they feel good about it, no matter how terrible it was in their descriptio...
Our Competition is Beating Us Despite the Fact We Are Better Than Them
One of our podcast listeners, Jeanne-Claude, wrote about a problem he was having for a recent episode. I am writing about it here today because it is likely a problem some of you share. Jeanne-Claude’s problem is that his company offers a complicate...
This is the Most Powerful Tool in Your Armory, But Do You Understand Why?
Consumers do insane, possibly dangerous things when they feel a threat to their resources. In particular, highly commoditized resources we perceive as necessary for basic functioning. Unfortunately, panic buying shows that the difference between eve...
The 5 Rules to Dramatically Improve the Way You Deal with Customer Complaints
Lately, my Customer Experiences have been lousy. At the beginning of the pandemic, I was more understanding when Customer Experiences weren’t great. However, 18 months later, my patience has run out, and organizations should have sorted things out b...
I Am Really Frustrated. Why Can’t My Boss See the Need to Change?
Our podcast encourages listeners to tell us about problems that they would love some behavioral science or practical insights into helping them solve. We call it “I’m in a pickle,” and it is about solving real-world problems with the principles we d...
Is Customer Experience Dying? The Pioneers of CX Discuss
At the very least, Customer Experience is dying as we know it. What should be done to save Customer Experience?
Big Controversy: Should We Stop All Certification Now? Join the Debate…
We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. Some might say it is because of COVID, but I don’t think so. Having ...
Stumped for New Ideas? This is What is Stopping You
I like books that show you another perspective you weren’t expecting. Yuval Noah Harari’s Sapiens: A Brief History of Humankind is an example. Sapiens covers the critical points in history for homo sapiens. I admire how Harari wa...
5 Rules That Absolutely Build Customer Loyalty
Loyalty is one of the most overused phrases in business today. To most companies, it invariably means “customers give us all their money.” But that is not what loyalty is. So, today we’re going to talk about the five rules that will build customer loya...
Will Offering Free Products Increase My Sales?
One of our podcast listeners wrote to us with a problem. I am sharing it today because this problem seems like some of you could also share it. Our listener wants help convincing his team that using a free trial will help sales. We think…
I’ll Be Back! The Phrase We All Want Our Customers To Say
We all want customers that return and buy more for us. Returning customers often buy more than new customers and require fewer resources to attract. So, how do you get customers to come back? I went outside my own resources to get you an answer to...
Is Your Marketing Inadvertently Damaging Your Customer Focus?
Welcome to my second article in a series about assessing customer centricity in our global Customer Experience consultancy. All organizations are somewhere on a spectrum from Naïve to Natural, with Naïve being the least customer-centric and Natura...
The Hidden Messages That Are Killing Your Culture Without You Knowing
Twenty years working in Customer Experience taught me that it’s about a mindset. The mindset leaks out into the organization, recruitment processes, measurement programs and eventually becomes your organization’s culture. The mindset becomes “the way w...
Hooked on Your Phone? Here’s Why
I was texting with my daughter the other day and there was a pause in the conversation. I could see the three little dots. Surely she was typing a clever response to the remark I’d just made. I couldn’t wait to see it, so I…