Colin Shaw
Colin Shaw is founder & CEO of Beyond Philosophy, one of world's first organizations devoted to customer experience. Colin is an international author of four best-selling books. Beyond Philosophy has a proven track record. They provide consulting, specialized research & training from Atlanta, Georgia and London, England. wwwView Colin Shaw's profile on LinkedIn

Bank of America's CEO: Brave or naive?

Bank of America's CEO: Brave or naive?

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 their customer service. When I received a called from NPR asking for a...

RIP customer experience: Seven reasons why customer experience is in danger of dying

RIP customer experience: Seven reasons why customer experience is in danger of dying

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 seeing the early signs I saw with CRM and really don't want to see the customer experience destroyed in the same way.

The most common mistake made during a customer experience change, and how to overcome it

The most common mistake made during a customer experience change, and how to overcome it

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 customer experience. Our customers told us we needed to improve our billing.

Klout: More social influence equals a better customer experience?

Klout: More social influence equals a better customer experience?

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 heard of Klout.

Customer Experience Councils: A tool for overcoming organizational silos

Customer Experience Councils: A tool for overcoming organizational silos

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 customer experience touches many parts of the organization, this is one of the...

When will I see the results of my customer experience program?

When will I see the results of my customer experience program?

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 whilst this sounds an easy question to answer it is fraught with difficulty... for example ... I have recently started to use Alamo Rental cars.

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