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

13th Nov 2019

The recession is coming - is your CX prepared?

You turn on the news, and the newscaster says, “There’s a lack of confidence in the stock market,” which we know means that the market is...

Blog

3rd Oct 2019

Revealed: The two secrets to customer loyalty

Do you know what drives me mad? When organizations talk about loyalty, what they mean is, “the customer gives me all of their business.”...

Blog

16th Aug 2019

Do you use the right measures for your CX?

What gets measured gets managed. This oft-quoted line from Peter Drucker is more pertinent today than ever concerning Customer Experience...

Blog

11th Jun 2019

Why customer memories are important to your CX

I enjoy fishing. When I need a new lure, I go to Discount Tackle on First Street in Bradenton, Florida. When I go in, we have a chat and a...

Blog

15th May 2019

Is your CX ready for facial recognition tech?

Brands have already begun using facial recognition technology in their Customer Experience. Walmart and KFC use facial recognition...

Blog

24th Apr 2019

Brand or customer experience - what comes first?

Brands are everywhere. Everybody feels like they understand what brands are. However, when we ask the fundamental questions of “What is a...

Blog

15th Apr 2019

10 things to know about customer service culture

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important...

Blog

12th Apr 2019

5 things you should do to manage uncertainty

A consistent finding in psychology is that people don’t like uncertainty or risk. It’s called Risk Aversion, and we all have it to some...

Blog

2nd Apr 2019

What is innovative CX & how do you deliver it?

Today, people appreciate good Customer Experience, but not enough to talk about it a lot. What gets them talking to people about your brand...

Blog

28th Mar 2019

Why you must address customer irrationality

At British Telecom (BT), we were buying a CRM system. I was leading the project and we had 15 people around the table to make this choice...

Blog