Colin Shaw

Member Since: 15th May 2012

Bio

Colin Shaw is founder & CEO of Beyond Philosophy, one of worlds first organizations devoted to customer experience. Colin is an international author of six best-selling books. Beyond Philosophy has a proven track record. They provide consulting, specialised research & training from Sarasota, Florida and London, England. Follow Colin Shaw on Twitter @ColinShaw_CX

Colin Shaw

Founder & CEO

Beyond Philosophy

29th Jun 2018

Opt-in vs opt-out consent: How to be both self-serving and customer-centric

Opt-in? Opt-out? When deciding your default option, ensure that you're self-serving and customer-centric rather than simply self-serving...

Engagement

20th Apr 2018

What the Facebook scandal taught us about the future of customer engagement

The scandal surrounding Facebook's use of personal data has given us a glimpse into the future of marketing and customer experience...

Loyalty

5th Mar 2018

Amazon steps up staff surveillance: How will it impact employee experience - and CX?

As Amazon announces patents to increase the tracking of its staff, Colin Shaw wonders how it will impact the employee experience at a...

Engagement

21st Nov 2017

Global CX consultancy: What you can learn from our successes & failures

I have led hundreds of successful customer experience (CX) programme successes. I have also led a couple that failed. What’s the difference...

Engagement

30th Oct 2017

The Peak-End Rule: The rule to make you rethink your customer experience design?

We all want loyal customers. Loyal customers spend more money and cost you less. Many organisations believe it is the customer experience...

Loyalty

12th Oct 2017

The 20 emotions that drive or destroy value in customer experience

Emotions are a huge part of the customer experience. Emotions drive or destroy value for a business, and often in hidden ways. Emotions...

Engagement

5th Oct 2016

The three customer epiphanies that will drive new thinking in CX

Lately, many customer experience (CX) teams have complained to us that after some initial improvements, their CX measures are plateauing...

Engagement

10th Dec 2015

3 things great companies do

According to trendwatching.com, the feelings a Customer has when they are getting excellent Customer service are the same as the feelings...

Loyalty

23rd Oct 2014

Five ways to build emotional engagement into your customer journey

A growing number of organisations are now undertaking customer journey mapping. But the reality is they are doing this wrong. Firstly, many...

Engagement

26th Mar 2012

How to map a customer journey that improves customer retention

Organisations often think that their internal process and the customer's experience are the same - but they are very different, says Colin...

Loyalty