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.
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…
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…
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…
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…
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…
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…
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…
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…
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…
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.…
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…
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…
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…
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…
At the very least, Customer Experience is dying as we know it. What should be done to save Customer Experience?
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…
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…
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…
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…
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.…