Shortly after founding Beyond Philosophy, Colin wrote one of the world’s first books on Customer Experience, ‘Building Great Customer Experiences’ Palgrave MacMillan, 2002. This book created worldwide interest and the demand for Beyond Philosophy’s services enjoyed rapid growth.
Colin’s background is in operational line management. He has held many senior exec positions in corporate life. In his last senior role, he led 3,500 people in call centers globally for British Telecom.
Under Colin’s leadership, Beyond Philosophy has helped many of the world’s most prestigious organizations improve their customer experiences, including American Express, FedEx, and Caterpillar. One client, Maersk Line, the world’s largest container shipping company, improved their Net Promoter Score®* by 40 points in 30 months using Beyond Philosophy’s methodology, which gave a 10% rise in shipping volumes.
Prior to launching Beyond Philosophy, Colin held a number of senior executive positions in Xerox, Mars and British Telecom (BT). He was ultimately appointed Senior Vice President of Customer Experience, where he led a team of 3,500 employees worldwide.
Colin founded Beyond Philosophy a global customer experience consultancy, training and research company in 2002, before most people had heard of Customer Experience.
Under Colin’s leadership, Beyond Philosophy has undertaken many Customer Experience initiatives with some of the world’s biggest companies, including American Express, FedEx, Maersk Line, Aflac, Aviva, T-Mobile and IBM. Beyond Philosophy helped Maersk Line, increase their Net Promoter Score® by 40 points in 30 months.
Colin now lives in Sarasota, Florida, USA and remains their CEO.
A sought-after keynote speaker Colin’s interactive presentation style uses thought-provoking questions, humor and real-life anecdotes to engage, entertain and inform his audience. Audaciously Colin calls organizations live from the stage to make a point.
Colin is a member of the National Speakers Association, and has presented at countless keynote speeches. He has been featured as an expert on CNN, BBC TV, Sky News, BBC Radio.
* Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
Colin is a true expert in the field of Customer Experience Management. His client-side experience combined with his thought leadership in the area of measurement of emotions lend him and his firm very unique capabilities. He is also one of the best public speakers I know!
Colin is an excellent speaker and a great author, always providing real life examples. Working with his colleagues at Beyond Philosophy, they have been able to establish a framework with good analytical foundations into providing superb insight to the emotions of Customers. As Customer Experience becomes more important to the future of business profitability through greater Customer loyalty, if you ignore to use the knowledge that he wishes to pass on to you then you are in the wrong job!
Colin and the team at Beyond Philosophy are truly thought leaders in the field of Customer Experience. Their approach to solving on of the most significant challenges in business is transformational and relevant across multiple industry sectors. The team is knowledgeable, professional and insightful before during and after our engagement. I attribute a lot of my views on the next generation of customer experience analysis and excellence to Beyond Philosophy.
Inspirational, challenging, out of the box thinking, Colin’s company provides new insights into understanding and working effectively with customers.
Colin ShawColin Shaw