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Colin Shaw
Founder & CEO at Beyond Philosophy LLC
Sarasota , Florida, United States
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 is an official ‘Top Voice” with over 295,000 followers and 80,000 subscribers to his LinkedIn newsletter. Shaw’s Customer Experience consulting company, Beyond Philosophy LLC, has been recognized by the Financial Times as 'one of the leading management consultancies for four years. Shaw is the co-host of the highly successful Intuitive Customer podcast, rated in the top 5% of all podcasts by BuzzSprout with over half a million downloads.
Follow Colin on Twitter @ColinShaw_CX
Intuitive Customer Podcast - https://beyondphilosophy.com/podcasts
How Perception Plays a Critical Role In Building a Great Customer Experience
LinkedIn
August 04, 2023
Damien is "In A Pickle." His organization's delivery stats tell them that they're doing quite well. But when they do customer survey data, the customers don't think they are. So, Damien wants to know why there is a discrepancy.
How Do We Differentiate Our Experience in an Ever-Competitive World?
LinkedIn
July 18, 2023
I was at a drugstore standing before the vitamin shelves the other day. There are hundreds of bloody vitamin options. It got me thinking about how these various vitamin companies differentiate themselves and how that applies to non-vitamin-providing organizations, too.
Stop using Customer Engagement as jargon and let’s truly understand it
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May 11, 2023
We have been remiss. In the past five years, we have talked about the Cleveland Browns, a struggling team in the NFL, several times but we haven’t discussed customer engagement once. I became aware of this deficit after receiving an email from Vijay, one of my podcast listeners, asking me what
What’s the secret? 10 rules for creating a incredibly successful consultancy
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May 04, 2023
Several readers and listeners of the podcast have reached out to me recently, asking for advice on how to start a consultancy. After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for
Sales are down despite our research showing they should be up! Why?
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April 27, 2023
One of our podcast listeners has a pickle, which, for those unfamiliar with it, is our term for a business problem. Our listener did their research, which gave them projected sales that made them proceed with their product launch. However, the sales after the launch haven’t been what the study
Vital for your careers: learn from the worst decisions we have made
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April 20, 2023
I have made many mistakes in my life, I’ll admit. However, mistakes are not all bad. Sure, the mistake part is trouble, but you learn a lot from them. I have made a couple of good calls, too. Starting this newsletter, for one, if, for no other reason than I might share what I learned […
FOMO is a Powerful Marketing Tool. Are You Making the Most of It?
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April 13, 2023
FOMO, or fear of missing out, is a powerful marketing tool. The acronym denotes how we do things because we are worried about regretting not doing them later. In addition to being the subject of several research projects in psychology, it’s also a powerful marketing tool—if you know how to l
Critical errors! 5 rules guaranteed to ensure your failure
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March 30, 2023
A sure way to fail in your efforts to reach your target customers is not to understand how things work where they are. Some hilarious examples are in this article, “11 of the Biggest Brand Blunders.” This lack of understanding can occur domestically or globally, in different age groups or differ
Is Employee Experience just a Fad or is it really the Future of Work?
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March 23, 2023
You must focus on your employees if you want a great experience that delivers service excellence. Unfortunately, that isn’t my concept. I got it from a book I read twenty-five years ago called The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and
4 out of 5 organizations have not increased their customer satisfaction since 2010!
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March 16, 2023
I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. Guess what? It’s at an all-time low for the last 17 years. When you consider all the resources organizations and individuals have put into customer experience and the vo
Discover True Value of an MBA: Just a Piece of Paper or a Must Have?
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March 09, 2023
One of our listeners, Clive Hearst, is in a pickle. Hearst wrote to us asking whether he should invest in an MBA. In other words, Hearst is asking what the value of an MBA is. Is it just a piece of paper, or something that business people today must have? Now, considering I don’t have [̷
The Battle for Customer Attention: How to Come Out on Top
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March 02, 2023
Joe Pine’s The Experience Economy changed my life. Pine’s take on what the future of experience would be back in the 90s put me on the path I am on today. We recently had Pine as a guest on the podcast and he blew my mind again. But, this time, it wasn’t about customer experien
Embrace This Amazing Way Customers Evaluate You to Gain Success
LinkedIn
December 07, 2022
Diminishing sensitivity is why what exceeded customers’ expectations and delighted them in your experience on its introduction becomes what customers expect and appreciate—but don’t celebrate—upon return. So, let's look at what diminishing sensitivity today means to your experiences, the implications of it in your customer evaluations, and what you can do about it.
Welcome to Why Customers Buy, my weekly LinkedIn Newsletter series that explores how customers make decisions. It reveals ways to unlock what customers really want with new concepts and practical tips that drive value. Subscribe today right here. You can check out our latest podcast episode here.
The Future Today! How to Build a Proactive Experience to Gain Growth and Save Costs!
LinkedIn
August 23, 2022
On the Apple phone the other day, it suggested widgets to me of apps I might want to use. The phone notices that I want to use the apps at a particular time of day, so it pushes them to me proactively. Providing proactive experiences is part of the future I see for Customer Experience, a side effect of Customer Science.
What Is Your Personality Type, and How Does This Affect Your Success?
LinkedIn
August 16, 2022
Welcome to Why Customers Buy, my weekly LinkedIn Newsletter series that explores how customers make decisions. It reveals ways to unlock what customers really want with new concepts and practical tips that drive value. Subscribe today right here.
Two for One: The Cost-of-Living Crisis and Increase Response Rates
LinkedIn
July 19, 2022
Welcome to Why Customers Buy, my weekly LinkedIn Newsletter series that explores how customers make decisions. It reveals ways to unlock what customers really want with new concepts and practical tips that drive value. Subscribe today right here.
How can you ensure your company takes customer complaints more seriously?
MYCUSTOMER
June 23, 2022
As you might know, my podcast does an "I'm in a Pickle" feature where business people send in their business problems with customer strategy for our consult. I wanted to share this one with all of you because I realise many of you might have the same pickle.
How to measure how much your customers trust you
MYCUSTOMER
June 10, 2022
How do you know if someone trusts you? Is it what they share with you? How do they spend their time with you? Is it the language they use when talking about you or what they do when you aren't around?
What to do if your customers are complaining about your prices
MYCUSTOMER
May 09, 2022
On a recent podcast, one of our listeners contacted us with a Business Pickle with which he wanted our help. Peter Harvey is in a Business-to-Business (B2B) organisation. Their offering does not have the lowest price, and they have no plans to lower it. However, their customers keep complaining. Peter wanted to know what we thought he should do.
Inflation is Going to Kill My Customer Experience. What Do I Do?
LinkedIn
March 29, 2022
In the late 1970s, we had a 25 percent inflation rate. It was astronomical. Lately, in some of my experiences as a consumer, I feel a sense of Deja vu. Inflation is everywhere, from the gas pump to groceries to cars and real estate.
Want to Become an Influencer? Here is the Science Behind How to Do This…
LinkedIn
March 22, 2022
You have probably heard the term "Influencer" applied to social media stars with significant followings. An influencer gets people to buy things by promoting them on their platforms to their followers. As a marketer, using an influencer might be a way to promote your product or services. Understanding the science behind how influence works psychologically might help you be successful at it.
None Of Us Are As Clever As All Of Us-Edition 13
LinkedIn
February 03, 2022
They say knowledge is power! Here’s some great knowledge for you!
Data plays an important function in helping businesses improve their products, services and customer experience. But there are often problems around it’s collection and analysis. This edition of ‘None of us are as clever as all of us’ includes some interesting articles I have read recently on this topic.
None Of Us Are As Clever As All Of Us - Edition 67
LinkedIn
December 14, 2023
What sets your offering apart from others? A strategic customer experience approach could be what differentiates you from the competition. Here are resources to help you stand out.
None Of Us Are As Clever As All Of Us - Edition 66
LinkedIn
November 30, 2023
We are engaged in negotiations all day long. The art of winning over customers and persuading others to see your perspective can feel daunting. Here are resources to set you up for success.
Discover the 14 Game-Changing Opportunities and Risks Awaiting You in 2024
LinkedIn
November 07, 2023
In my option, we British look at the world as if the glass is half empty. By contrast, Americans look at the world as if the glass is half full. So, when I share some statistics I read regarding customer satisfaction and leveraging behavioral economics, some of which I felt very glass-half-empty about, I hope a few of you, with your half-glass-full dispositions, will help me see the bright side
Unleash the Power of This Framework to Drive Brand Success!
LinkedIn
October 24, 2023
A listener, Irene Beard, is starting her own company. She's always believed in a strong brand, but how can she plan what people take away from her brand? Since we discussed this on a recent podcast, and I thought many of you might have the same problem, I thought I would also share our insight on this topic here.
Why Customers Change Their Minds and Make Sure It's to Your Advantage!
LinkedIn
October 19, 2023
This question is a good one. Customers change their minds on many occasions. If you think they are still where they were two weeks ago, when you last spoke, you might be surprised that things have changed. But you won't be surprised if you ask the question.
The Hidden Obstacles to Effective Planning. It's Not What You Think!
LinkedIn
October 10, 2023
If you have too much to do because you've agreed to do too many things, then you could suffer from a cognitive bias identified and explained by Daniel Kahneman and Amos Tversky called the Planning Fallacy. Today, we look at why this happens and what you can do about it in the future
None Of Us Are As Clever As All Of Us - Edition 62
LinkedIn
October 05, 2023
From the importance of emotional intelligence (EQ) to the buying power of feelings, the future of customer experience requires an emotional understanding. Use these resources to use emotions effectively in the workplace.
The Growing Trend of Adding ‘Additional Fees’: Is This Good or Bad?
LinkedIn
October 03, 2023
Like many of you, our listener Brian Williams is grappling with the additional costs of doing business in our era of sustained inflation. He and his colleagues are in a pickle, and they asked for our help. Williams and the company wondered if they should raise prices or add additional fees to cover it. Since I am sure many of you have been wondering along the same lines, I wanted to share what we discussed about this business problem here, too.
Rant Alert! These Things Drive Me NUTS in a Restaurant! What Can We Learn?
LinkedIn
September 26, 2023
My two favorite Muppets were Statler and Waldorf. You might remember these were the two old guys that sat on the balcony and heckled the show. However, instead of cleverly improving the comedy of the vaudeville-style variety show in the 70s, I will heckle the restaurant experience. Not only that, but we will also use their example for what not to do in yours.
Why customers change their minds and make sure it's to your advantage!
Intuitive Customer
October 14, 2023
People change their minds all the time for a lot of different reasons. Sometimes, it is about something they ordered or bought; sometimes, it is about paint color or springing for the upgrades. Why they change their mind has a lot of influences, and understanding how a customer’s mind works can help you manage these situations to the best possible outcome
The growing trend of adding 'additional fees', is this good or bad?
YouTube
October 02, 2023
Sometimes it’s a “processing” fee. Sometimes it’s called an “admin” fee. We have even seen it labeled “convenience fee,” a refreshingly candid explanation for it. However, they are always additional fees, and if you have them in your pricing, they might have terrible implications for your customer experience.
How can I establish a reputation for low prices WITHOUT seeming cheap and of low quality?
YouTube
September 18, 2023
A podcast listener is in a pickle! Catherine wants to establish that her firm is known for low prices. However, she wants their reputation to avoid seeming cheap or low quality.
Cheap and low quality is brand promise few firms want to make. However, many brands want to have a reputation for low prices and high quality. Unfortunately, this brand promise is challenging to get right. Most customers don’t believe such a thing is possible.
The Power of Saying "No!" Use This New Framework to Help You Control Your Life
Beyond Philosophy
June 19, 2023
Our recent guest on the podcast, author Vanessa Patrick, Associate Dean for Research, Professor of Marketing, and researcher in the Consumer Behavior Marketing field, has a new book, "The Power of Saying No: The New Science of How to Say No that Puts You in Charge of Your Life." The book addresses the area of self-regulation or self-control. Let's talk about what she shared here since many of you probably have to deal with this situation in your life, too.
What is your personality type, and how does this affect your success?
Beyond Philosophy
August 16, 2022
Or would you rather be at a cocktail party with people from all walks of life exchanging stories or jumping up and down to a throbbing beat in the middle of a crowded dance floor?
Wow! The world is going crazy! Here are some examples of what NOT to do!
Beyond Philosophy
August 06, 2022
I am grumpy about customer experience these days. Recently, I vented a bit of my frustration on LinkedIn and asking has the world gone mad? This realization came with a bunch of different things in my life as a customer went wrong, from gate delays on the tarmac for transcontinental flights on both sides of the pond to a house in shambles because of materials delays and poor project management.
The cost of living crisis and increase response rates
Beyond Philosophy
July 16, 2022
Our first pickle comes from Jane, who works at a large business-to-business company. They are implementing a Voice of Customer program to identify critical improvements necessary for the organizations. However, to get the insight they need to make sweeping changes, they need robust data collection. Jane asked us for advice on how to increase their survey response rates to get the data they need, and also how to get the local team to get on board with the data collection process.
HOW TO BE FUNNY AND USE HUMOR IN BUSINESS TO YOUR ADVANTAGE
Beyond Philosophy
July 09, 2022
When I was still a lad, around 10, I brought home a school report that read, “Colin is the class clown.” I am still proud of that report card to this day. Humor is an essential part of life and, surprisingly enough, business. There are numerous ways to use humor to your advantage in your customer strategy.
Join Thinkers360 for free! Are you a Reader/Writer, Thought Leader/Influencer (looking to increase your earnings), or an Enterprise User (looking to work with experts)?
Are You Ready to Implement AI and Improve Your Customer Experience?
How Perception Plays a Critical Role In Building a Great Customer Experience
What Really Is an Authentic Experience, and Does it Really Drive Growth?
How Do We Differentiate Our Experience in an Ever-Competitive World?
Stop using Customer Engagement as jargon and let’s truly understand it
What’s the secret? 10 rules for creating a incredibly successful consultancy
Sales are down despite our research showing they should be up! Why?
Vital for your careers: learn from the worst decisions we have made
FOMO is a Powerful Marketing Tool. Are You Making the Most of It?
Critical errors! 5 rules guaranteed to ensure your failure
Is Employee Experience just a Fad or is it really the Future of Work?
Discover True Value of an MBA: Just a Piece of Paper or a Must Have?
The Battle for Customer Attention: How to Come Out on Top
Embrace This Amazing Way Customers Evaluate You to Gain Success
The Myth of Experience
The Future Today! How to Build a Proactive Experience to Gain Growth and Save Costs!
What Is Your Personality Type, and How Does This Affect Your Success?
Two for One: The Cost-of-Living Crisis and Increase Response Rates
How can you ensure your company takes customer complaints more seriously?
How to measure how much your customers trust you
What to do if your customers are complaining about your prices
Inflation is Going to Kill My Customer Experience. What Do I Do?
Want to Become an Influencer? Here is the Science Behind How to Do This…
None Of Us Are As Clever As All Of Us-Edition 13
None Of Us Are As Clever As All Of Us - Edition 67
None Of Us Are As Clever As All Of Us - Edition 66
Discover the 14 Game-Changing Opportunities and Risks Awaiting You in 2024
Unleash the Power of This Framework to Drive Brand Success!
Why Customers Change Their Minds and Make Sure It's to Your Advantage!
The Hidden Obstacles to Effective Planning. It's Not What You Think!
None Of Us Are As Clever As All Of Us - Edition 62
The Growing Trend of Adding ‘Additional Fees’: Is This Good or Bad?
Rant Alert! These Things Drive Me NUTS in a Restaurant! What Can We Learn?
Recognized by LinkedIn as one of the world's top business influencers
Why customers change their minds and make sure it's to your advantage!
The Power of Saying "No!" Use This New Framework to Help You Control Your Life
What is your personality type, and how does this affect your success?
Wow! The world is going crazy! Here are some examples of what NOT to do!
The cost of living crisis and increase response rates
HOW TO BE FUNNY AND USE HUMOR IN BUSINESS TO YOUR ADVANTAGE
