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

23rd Oct 2019

Seven lessons from RICOH Canada's journey to customer-centricity

I complain a lot about companies that get customer experience wrong. Today, I am going to take another angle and explore how one company...

Loyalty

8th Jul 2019

Do you know which customer emotions drive the most spending?

Brands should be trying to evoke an emotion that’s driving value for the organisation - there’s no point in trying to evoke a feeling that...

Engagement

10th Jan 2019

Is CX dying? Seven ways to save customer experience

Research suggests that CX initiatives are stalling. So what's going wrong? And how can we stop the rot? I am concerned. I recently read two...

Engagement

5th Oct 2018

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

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

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