Colin Shaw
Colin Shaw
NoneRecent Contributions
Bank of America's CEO: Brave or naive?
by Colin Shaw — Founder & CEO, Beyond Philosophy
I have seen so many proclamations like the one Brian Moynihan, CEO of Bank of America sent to his 270,000 employees recently stating they needed to improve…
read nowRIP customer experience: Seven reasons why customer experience is in danger of dying
by Colin Shaw — Founder & CEO, Beyond Philosophy
I am becoming increasingly concerned that the focus on improving the customer experience is heading the same way as CRM, into failure. I fear this as I am…
read nowThe most common mistake made during a customer experience change, and how to overcome it
by Colin Shaw — Founder & CEO, Beyond Philosophy
I was once called into see a new client who had a problem they wanted to discuss: "We undertook research about 18 months ago on how we could improve our…
read nowKlout: More social influence equals a better customer experience?
by Colin Shaw — Founder & CEO, Beyond Philosophy
I was very interested to see that organizations are starting to provide a better customer experience to people that have more social influence. You may have…
read nowCustomer Experience Councils: A tool for overcoming organizational silos
by Colin Shaw — Founder & CEO, Beyond Philosophy
We all know a lack of coordination between an organization's departments can be one of the key factors in causing a poor customer experience. As an end-to-end…
read nowWhen will I see the results of my customer experience program?
by Colin Shaw — Founder & CEO, Beyond Philosophy
When we start working with a client to improve their customer experience I am often asked, "How long will it be before we see a result?" On the face of it…
read nowSee More From Colin
