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.
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…
Too Big To Care? Why Mega-Mergers Threaten Us
How big does a company need to get before it is too big to care about Customer Experience? If this week’s news is any indication,…
What You Must Learn from Facebook’s Mistakes with User Data
Facebook is in hot water with their users regarding the use of personal data. No matter where you are as a Facebook user—or not, as…
Starbucks: How to Respond to a Crisis
Starbucks has announced that it will close more than 8,000 company-owned stores on May 29 to present racial bias education to its employees. This dramatic move is…
Customer Loyalty Isn’t What You Think It Is!
A lot of business professionals talk about customer loyalty. However, if I’m totally honest, they often don’t know what they are talking about. Or they…
How To Uncover Your Customer’s Hidden Needs
Honest feedback from your customers is the best way to improve any hiccups in your Customer Experience. Social norms, however, can get right in the…
The Non-Conscious Influence that Affects How You Will Read This Post
We like to think that influences on our behavior are things of which we are aware. It makes us feel like we are in control.…
How To Manage Expectations
I always go by the old business axiom: “Under-promise and over-deliver.” This means promising something you know you can achieve, and then going above and…
The Big Assumption That Economists Got Wrong – And You?
You know that old saying about what you make of you and me when you assume something? Well, it turns out, that economists made quite…
The Remarkable Truth about (the Lack of) Workplace Privacy
Amazon received two patents on wristbands that can track the moment-by-moment actions of their warehouse workers. Amazon has not said whether they will use the technology…
Has Apple Lost Touch With Its Customers?
I’m a great fan of Apple, and not just because I use their products. For years, Apple has distinguished itself as a company that knows…
Wells Fargo: They Should Do This
The Consumer Financial Protection Bureau (CFPB) meted out a $185 million fine that included a $100 million penalty to Wells Fargo in 2016 for their…
Amazon’s Latest Experiment – Will It Work?
The new cashierless Amazon Go store is open for business in Seattle, and it could revolutionize the way we shop. At least that’s what some people…
Why Customers Make Strange Decisions
Imagine that you bought a ticket to see a play for $20. But when it’s time to go to the theatre you have lost the…
How We Make Decisions – Prospect Theory
Prospect Theory is the name of the concept developed by Nobel-prize winning professor Daniel Kahneman and Amos Tversky, who were the “Godfathers of modern decision…
Troublesome Trends & Predictions for 2018
I am apprehensive about my industry. Having worked in Customer Experience since 2002, I may be too much of a purist. However, for a while…
UK Scores Fall Whilst U.S. Rise – What’s The Problem?
Every time I go back to the UK I feel like I took a step back in time. The Customer Experiences I have in...
Nudges: Make Sure Yours Work!
Small changes, or nudges, having a big impact on people’s behavior is one that everyone in the behavioral economic community supports and heralds as...
What the Best Companies Do That Yours Doesn’t!
Many companies seeking to improve their Customer Experience (CX) understand the importance of putting the customer at the center of everything they do. Doing...
Make It Happen! Keep Your Holiday Shoppers Coming Back
It’s mid-November, and that means retailers’ annual holiday promotions are reaching a fever pitch. Discount department store Kohl’s will kick off Black Friday at 5...