Colin Shaw

Member Since: 15th May 2012
Colin Shaw is an original pioneer of 'Customer Experience.' LinkedIn has recognized him as one of the 'World's Top 150 Business Influencers', where he has 291,000 followers.
Shaw’s Customer Experience consulting company, Beyond Philosophy LLC, has been recognized by the Financial Times as 'one of the leading management consultancies for the last four years in a row. Shaw is the co-host of the highly successful Intuitive Customer podcast, which is rated in the top 5% of all podcasts by BuzzSprout.
Founder & CEO Beyond Philosophy
17th Nov 2021
Is it ever OK to lie to your customers?
I have had a friend for 30 years who is great to be around, the real life of the party. However, you can’t believe a thing he tells you...
Loyalty
26th Oct 2021
Should all customer experience certification be scrapped?
We know from industry research from the likes of the Institute of Customer Service and Forrester - as well as personal experience - that...
Engagement
24th Sep 2021
11 zero-cost ways to improve customer experiences using behavioural science
I recently received a letter from a listener on our podcast asking us to cover how a small business with limited resources can improve...
Loyalty
5th Aug 2021
Five ways customer experience leaders can cope with company politics
There is a surprising lack of literature on company politics. For such an important topic that can be awkward for people, it seems there...
Loyalty
20th Jul 2021
What do great customer experiences smell like?
Businesses often underestimate the importance of the areas of sound and smell in their customer experience. However, these two areas are...
Engagement
7th May 2021
The science behind better customer reviews
How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and...
Voice of the Customer
7th Apr 2021
The five types of employee that help or hinder your customer experiences
How committed are you to your present employer? Are you wild about what you do or simply content in your position? Do you hate your job or...
Loyalty
19th Feb 2021
How to design a great digital customer experience - and why it's more than marvellous UX
I recently had a digital experience that was definitely on the "could use some work" side of the spectrum. It was Glasses Direct, which is...
Engagement
26th Jan 2021
Experience pioneers reveal what CX plans should be prioritising today - and tomorrow
From time to time, I participate in speaking engagements and, in the time of COVID-19, virtual speaking engagements. I recently...
Engagement
29th Dec 2020
Digital CX disaster: What to do when digital transformation goes wrong
An organisation's digital experience is vital to their success. We have been getting a lot of clients asking for a review of their digital...
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