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.
It is critical to consider the “anatomy” of an interaction in a Customer Experience. The sheer number of things that occur in an interaction...
I’ve been flying major airlines for a long time, and like everyone else, I’ve noticed the changes – and not in a good way....
A couple of years ago, Millennials surpassed Generation X for workers in the U.S. and Canadian workforce. They are also the least engaged at their...
Trust in the four major global institutions, namely government, business, media and non-government organizations, has taken a massive knock in the last several months,...
One of the annoying things about business travel is that you tend to need things in your hotel room at the worst time. More...
Find out what Google knows and your Customers won’t tell you: Economists hate surveys. They don’t trust them because people lie in surveys. Economists prefer...
The latest news – Graco is recalling more than 25,000 car seats that might not adequately restrain children during a crash! The National Highway...
The last time I went to an American baseball game, the food cost more than my ticket. And what food it was! A fish...
With online shopping, transactions and communication as prevalent – and as easy – as it is today, it can often be tempting to focus...
CX Data platforms are growing in popularity by those that seek to improve their Customer Experiences. These platforms can provide data management intended to...
If you’re like me, you have loyalty cards for three different supermarkets, a half dozen airlines, several hotels, a dozen or so assorted retailers...
Back in 2011, Boston College performed an interesting study involving everyone’s favorite energy drink, Red Bull, and the behavior it evoked in study participants....
There are too many people in organizations that do not tell their bosses and senior management the reality of the situation. It’s like the story...
Most organizations realize Customer Experience is vital to their competitive differentiation. But they don’t do anything about it, at least not anything with real...
Theme parks aren’t really my cup of tea, partly because I don’t see the point of buying a $100 ticket so I can spend...
Lying is a rotten thing to do. However, the more you do it, the less rotten it seems. Or at least that’s what a...
Every company has ups and downs, but what if yours has had a few quarters of disappointing revenue? You might be thinking it’s time...
When United Airlines brutally forced a senior citizen off a flight this week to accommodate United crew members, the social media world lit up...
Of course, we all make mistakes. Some of us make mistakes multiple times a day. Businesses need to be mindful of mistakes they make...
Omnichannel means at its foundation, integration. Therefore, an omnichannel strategy could also be called an integration plan. Furthermore, there are seven essential elements to...
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