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.
After my wife Lorraine and I ordered dinner in a restaurant the other night, I decided to have a glass of wine. Now, where...
We all have habits, good and bad. Few of us remember how they formed. Few of us know how to change them—especially those bad ones....
Contact centers are often the communications lifeblood of a business. It’s where clients get the opportunity to talk to a ‘real person’, whether it’s...
Imagine you are in the waiting room at your dentist. You’ve had a pain twingeing at your back tooth for a few days now...
If you were to guess whether Millennials prefer to buy online (on their phones) or in brick-and-mortar stores, what would you guess? No Googling,...
Theory is one thing. Implementation is another. Ideas are useless if you can’t apply them. The idea I often share is that customer emotions influence...
As a Customer Experience professional, understanding three trends today is imperative. Without accepting these tenets, you are thwarting your success before you even begin....
I’ve been reading about Big Data’s foray into “Journey Analytics.” Journey analyticsseeks to improve customer experience by collecting data at each point on a customer’s...
RyanAir, Europe’s largest airline, in my view are the epitome of a poor Customer Experience. Over the last few days, they have proven this...
When you are making decisions, you carefully consider all the facts and factors that present in a logical and orderly process, right? Not so...
When you are improving your Customer Experience (CX), measuring your progress is crucial. Measurement tells you what you are doing right and, perhaps more...
Walmart is debuting a towering new kiosk that makes it easier to pick up online orders in your local Walmart store. Early reviews of Walmart’s...
Why did you buy the shirt you are wearing today? What about the car you drive, how did you choose it? Why did you...
Many organizations measure their Customer Experience (CX) in the wrong way. Chances are, you are too. So, what is it? How are you inadvertently...
Over the past few months, I’ve noticed that “storytelling” has become a hot marketing buzzword. Branding agencies and consultants are embracing the notion that storytelling...
So a couple of months ago, Lorraine and I headed out to our local Jeep dealership. And thus began an excellent case study in...
Taking care of your best customers is an age-old concept. It has lasted all these years because it works. Loyalty programs are one of...
If you haven’t read Jeff Bezos’ latest letter to his shareholders, put it on your to-do list pronto. There are many takeaways from his letter, but...
Retailers are using technology used in espionage efforts to remain relevant in today’s online shopping world. Throughout Europe and the U.S., brick and mortar...
The past week has been headline after headline of the changes in the retail landscape. As usual, Amazon is causing a lot of the...