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 May 2020

The surprising power of ideas that don't make sense

It seems logical to do what everyone else is doing successfully when you get into business. It makes no sense at all to do it differently,...

Engagement

3rd Apr 2020

11 ways Apple uses psychology to develop experiences

Apple has an excellent experience. We could all learn a lot from how they approach business-as-usual to facilitate customer-driven growth...

Loyalty

13th Mar 2020

How customer-centric is your company? Answer these seven questions to find out

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. I wondered how I...

Engagement

3rd Feb 2020

CX and price image: How you can harm your brand by improving experiences

Customers have an idea of whether you are a low- or high-priced store almost before they ever interact with you. There are many reasons for...

Engagement

13th Dec 2019

Four customer experience lessons from The Airbnb Way

I find Airbnb fascinating because it is an organisation that is disrupting the hospitality industry. I wondered what the secret was to...

Loyalty

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

I am concerned. I recently read two pieces of research about customer experience that worried me. The first was from Nunwood , a UK-based...

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

The surprising power of ideas that don't make sense

11 ways Apple uses psychology to develop experiences

How customer-centric is your company? Answer these seven questions to find out

CX and price image: How you can harm your brand by improving experiences

Four customer experience lessons from The Airbnb Way

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

Do you know which customer emotions drive the most spending?

Is CX dying? Seven ways to save customer experience

The 20 emotions that drive or destroy value in customer experience

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

Four best practices for the future contact centre

The power of ideas that don't make sense

9 sample customer journey maps to learn from

Latest resources