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.
Do Your Customers Trust You? Here Are Four Secrets to Discover What They Really Think
How do you know if someone trusts you? Is it what they share with you? How do they spend their time with you? Is it…
Subscription Model? Is This Really The Best Approach for Me?
We are in a bit of a subscription economy. You can subscribe to almost anything, anytime, anywhere. So today, I want to talk about the…
5 Rules for Creating Behavioral Experiments
Have you ever heard of the Milgram experiment? This behavioral experiment tested whether one participant would deliver electric shocks to another participant at a fatal…
Our Customers Are Always Complaining About Our Prices. What Do We Do?
On a recent podcast, one of our listeners contacted us with a Business Pickle with which he wanted our help. Peter Harvey is in a Business-to-Business…
5 Rules of How to Effectively Target Your Critical Customers
Marketers want to target specific customers to get them to buy their product or service. However, different customers want different things delivered in different ways—and…
Customer Satisfaction is at 17 year low. These stats tell you why…
I read a fascinating report the other day from Zendesk called The Customer Experience (CX) Trends Report 2022. I saw a dichotomy between what people are…
Don’t Do This! Why Do People Fail to Understand Customers’ Real Expectations?
Many organizations do not know what customers expect from their experience and to their detriment. Understanding customer expectations is fundamental. Fail to meet them, and…
Inflation is Going to Kill My Customer Experience. What Do I Do?
In the late 1970s, we had a 25 percent inflation rate. It was astronomical. Lately, in some of my experiences as a consumer, I feel…
Want to Become an Influencer? Here is the Science Behind How to Do This…
You have probably heard the term “Influencer” applied to social media stars with significant followings. An influencer gets people to buy things by promoting them…
Forget Everything You Think You Know. This is How to Create Loyal Customers
People ask me a lot if there is a difference between experiences and creating customer loyalty when you are a business-to-business (B2B) organization as opposed…
Critical Skill: Learn How to Recognize When People Have Made a Decision
It is essential to recognize when your customer decides to buy from you (or doesn’t). Once you identify when that happens, you can design an…
5 Rules for Successfully Engaging With Senior Executives to Enhance your Career
One of the most valuable things I have learned in my career is how to work with senior executives. So, I wanted to share with…
Why Your Measurement is Killing Your Customer Experience And What to Do About it
I am surprised daily about how many organizations can’t articulate how their improvement in various experience measures, like Net Promoter Score®, will benefit the organization.…
Critical Steps To Ensure Your Program Is Not Seen as Something Soft and Fluffy
Journey mapping can be a tricky thing for organizations. Organizations often think that doing a journey map of their experience will be the answer to…
Watch Out! We Are In Danger of Repeating the Same Mistakes We Did Last Year
The next wave of business change is Customer Science. Customer Science is the fusion of artificial intelligence (AI), customer data, and the concept of the behavioral sciences.…
Stop Making Excuses! COVID Isn’t the Reason Customer Experiences Are Declining
Over the last 20 years, Customer Experience has been a concept embraced by businesses. However, despite this emphasis on providing excellent experiences, customer satisfaction levels…
Is This The Future? Great Practical Examples of the Beginning of the Metaverse
By now, you have probably heard of the metaverse. If you haven’t, Fortune.com describes the metaverse as a digital universe that users access through virtual reality (VR).…
My Customer is So Annoying! How to Rationally Decide if the Time Has Come to Sack Them
Customer relationships have to be win-win. If they aren’t, it’s time to end it. However, it shouldn’t be a quick decision, nor should it happen…
Customers Are Changing. Are You Ready with The Next Best Thing in Customer Strategy?
The late Steve Jobs said at a 1997 Apple World Worldwide Developers Conference, “You’ve got to start with the Customer Experience first and work backward…
The Big Fail: Why Are You Not Listening to the ‘Voice of Your Product’?
Proactive is a key word for me for the future of experiences and customer strategy. Anticipating the needs of your customers is going to be…