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Colin Shaw

Founder & CEO at Beyond Philosophy LLC

Sarasota , Florida, United States

14050 Followers

Colin is recognized, by others, as a world thought leader in 'Customer Experience' (CX).

- LinkedIn has recognized him as one of the world's Top 150 Business Influencers. Colin now has 289,000 followers of his work and 26,000 subscribers to his LinkedIn Newsletters - 'Why Customers Buy'.
- The Financial Times (FT) has ranked his company, Beyond Philosophy LLC, as one of the best Management Consultancy companies for the last 2 years in a row
- "Brand Quarterly" voted Colin one of the 'Top 50 Marketing Thought Leaders Over 50' for the last two years in a row.
- The Top 50 Customer Service Experts of the Decade (2010–2020) Nextiva
- Co-host of a highly successful podcast, 'The Intuitive Customer'. https://beyondphilosophy.com/podcast/

Colin is CEO of Beyond Philosophy, one of the world's leading CX consultancy & training organization. Beyond Philosophy has helped many of the world's most prestigious organizations move their CX to the next level and get ROI. One client, Maersk Line, the world’s largest container shipping company, improved its net promoter score by 40 points in 30 months.

Colin is an accomplished keynote conference speaker who can inspire organizations to focus on their Customers.

His followers can access free resources to help them improve their CX by going here: https://beyondphilosophy.com/thanks-following-colin-shaw-linkedin/.

Colin is a renowned best-selling author. His books include:

1. "Building Great Customer Experiences" – Palgrave MacMillan, 2002
2. "Revolutionize your Customer Experience" – Palgrave MacMillan, 2004
3. "The DNA of Customer Experience: How Emotions Drive Value" – Palgrave MacMillan, 2007
4. "Customer Experience: Future Trends & Insights" – Palgrave MacMillan, 2010
5. "Unlocking the Hidden Customer Experience: Short Stories of Remarkable Practices to Ensure Success" - 2015
6. "The Intuitive Customer: Seven Imperatives for Moving Your Customer Experience to the Next Level" - Palgrave MacMillian, 2016.

Follow Colin on Twitter @ColinShaw_CX
Intuitive Customer Podcast - https://beyondphilosophy.com/podcasts

Available For: Authoring, Consulting, Influencing, Speaking
Travels From: Sarasota, Florida
Speaking Topics: Customer Experience, Growth, Customer Loyalty

Colin ShawPoints
Academic0
Author15
Influencer143
Speaker0
Entrepreneur0
Total158

Points based upon Thinkers360 patent-pending algorithm.

Thought Leader Profile

Portfolio Mix

Company Information

Company Type: Company
Media Experience: 20 years
Last Media Interview: 12/15/2020

Areas of Expertise

Business Strategy
CRM
Customer Experience 31.01
Customer Loyalty 31.19
Digital Transformation
Leadership 30.06
Management
Marketing 31.14
Retail
Sales
COVID19 30.58
Social 30.14

Industry Experience

Consumer Products
Engineering & Construction
Financial Services & Banking
Healthcare
Insurance
Pharmaceuticals
Professional Services
Telecommunications
Utilities

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Publications

15 Article/Blogs
Zero Cost! How to Use Behavioral Science to Improve Your Customer Experience
LinkedIn
April 27, 2021
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.

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Tags: Customer Experience, Leadership, Customer Loyalty

The 10 Most Effective Ways to Influence Your Customer Behavior
LinkedIn
April 20, 2021
Emotions rule your customers' buying decisions. Sure, their rationality weighs in sometimes, too, but often, it's the emotional side that drives customers to buy. These two parts of us, the emotional and the rational represent the two ways of thinking that serve as the foundation for understanding customer behavior. Knowing how these two systems of thinking work together and, in some cases, against each other to make decisions is vital to achieving customer-driven growth.

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Tags: Customer Experience, COVID19, Customer Loyalty

5 Rules for Successfully Managing Your Company Politics
LinkedIn
April 13, 2021
There is a surprising lack of literature on company politics. For such an important topic that can be awkward for people, it seems there should be books, podcasts, training, and everything else on it. Today I am going to do my part on being some of the change I want to see in the world. I am sharing the five rules for dealing with company politics that I learned over my career.

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Tags: Customer Experience, Leadership, Customer Loyalty

Discover the Actual Number of People You Can Effectively Manage
LinkedIn
April 06, 2021
Let’s imagine that you're an account manager with 200 customers. If you know that 80 percent of your revenue comes from 20 percent of those customers, what do you think happens to the other 80 percent that only accounts for 20 percent of the revenue? Yep, you guessed right, not much. However, the reason not much happens with these accounts could be influenced by the biological amount of bandwidth you have for maintaining relationships.

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Tags: Customer Experience, Social, Customer Loyalty

The Light At The End of The Tunnel: Reimagine Your Customer Experience
LinkedIn
January 05, 2021
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 by hitting the blue subscribe button in the upper right of this newsletter.

It is not often in life that you get the opportunity to reset things. However, as the COVID-19 vaccine rolls out, we have a chance that is, dare I say, unprecedented to reimagine Customer Experience. We have been through a shocking year of change. Now, we can decide what parts of the change we want to keep to respond to what customers want now.

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Tags: Customer Experience, Customer Loyalty

Is Stress Becoming Intolerable?
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December 19, 2020
I have a new book called Happy Employees Make Happy Customers. To summarize it, the book is about how Customer Experience exists within an ecosystem, and policies and procedures to manage it are not enough. If you want to have great experiences, you need to look out for your employees. If employee

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Tags: Customer Experience, Marketing, Customer Loyalty

The 5 Rules of Measuring and Managing Customer Emotions
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December 11, 2020
Once you realize that emotions are a significant part of the process, it is time to work them into your business strategy. Today, I will talk about five rules for measuring and managing customer emotions that we shared on a recent podcast.
The post The 5 Rules of Measuring and Managing Customer Emot

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Tags: Customer Experience, Customer Loyalty, Marketing

Retail Is Broken: This Is The Solution
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December 04, 2020
Everyone is saying that the pandemic will be the death of retail. I don't see it this way, but I think the pandemic will accelerate change and reshape the way customers do retail, both physically and digitally.
The post Retail Is Broken: This Is The Solution appeared first on CX Consulting.

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Tags: Customer Experience, Customer Loyalty, Marketing

Digital Transformation Didn’t Work: This Is What You Should Do Now
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November 27, 2020
An organization’s digital experience is vital to their success. We have been getting a lot of clients asking for a review of their digital experience. Many recognize that their digital transformation hasn’t resulted in the experience that they hoped it would be. On a recent podcast, we

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Tags: Customer Experience, Customer Loyalty, Marketing

What Do The Pioneers of Customer Experience See for the Future: And What Should You Do About It?
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November 19, 2020
From time to time, I participate in speaking engagements and, in the time of COVID-19, virtual speaking engagements. I recently participated in a Customer Experience Day webinar with two other leaders in our field, Joe Pine and Lou Carbone. I learned a few things that I would love to share with yo

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Tags: Customer Experience, Customer Loyalty, Marketing

The 5 Rules for Designing a Great Digital Experience
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November 12, 2020
Digital experiences are a crucial part of your Customer Experience, especially during the pandemic. Some organizations are excelling, while others could use some work. No matter where you fall on that spectrum, we have some essential considerations for designing your digital experience in the form o

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Tags: Customer Experience, Customer Loyalty, Marketing

Diagnosing Customers’ New Behavior During the Pandemic
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November 05, 2020
The last time you looked up product reviews, which ones did you notice first, 5-star, or 1-star? Also, how many 5-star reviews does it take to offset a 1-star review? Probably more than one. Today, I’m talking about why that is, and it comes down to two words that describe our instinctive beha

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Tags: Customer Experience, Customer Loyalty, Marketing

The Five Rules for Affecting Real Culture Change
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October 29, 2020
You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer lo

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Tags: Customer Experience, Customer Loyalty, Marketing

Small Things That Have a Dramatic Impact on Your Customer’s Experience
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October 22, 2020
Oscar Wilde’s famous quip shapes my marketing philosophy, “There is only one thing worse than being talked about, and that is not being talked about.” One of the reasons the brilliant quote rings true is because of the concept of Priming. When you bring attention to things, it infl

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Tags: Customer Experience, Customer Loyalty, Marketing

Getting Inside the Customer’s Mind
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October 15, 2020
Customer Experience, like everything else in the world, is changing. What customers want and what they do is changing, too. As we prepare for the next generation and level of putting the customer at the center of everything we do for a Post Pandemic world, we should remember that the critical part t

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Tags: Customer Experience, Customer Loyalty, Marketing

1 Influencer Award
Recognized by LinkedIn as one of the world's top business influencers
LinkedIn
May 18, 2020

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Tags: Customer Experience, Marketing

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Colin Shaw