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.
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…
Customer Relationships Are a Waste of Time! Is This True? What Do You Think?
How do you build a long-term relationship with customers? Tina works for an engineering company in Australia and recently joined the New Zealand office. Tina’s…
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…
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…
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…
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 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…
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…
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.…
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…
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…
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…
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…
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…
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…
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…
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…
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.…