Colin Shaw

Why Don’t People Say What They Mean?

by Colin Shaw on September 20, 2018

People do not say what they mean or, it seems, what they are thinking. Why? If we aren’t saying what we mean, then what are the implications for our Customer Experience? Honest communication can not only improve communication, but it can also enhance workplace quality and Customer Experience.

Read More...
Colin ShawWhy Don’t People Say What They Mean?

How Telecom Can Set Themselves Up to Fail at CX at 5G Speeds

by Colin Shaw on September 13, 2018

I have a real problem with patience as far as my network is concerned. When the internet is slow, I throw all my toys out of the crib. It’s maddening.

The good news for me is that the 5G network is coming.

The bad news is that the 5G build-out is lagging behind many other countries in the U.S., which means it isn’t coming any time soon—at least not nationwide.

Read More...
Colin ShawHow Telecom Can Set Themselves Up to Fail at CX at 5G Speeds

Are You Making the Most of Scarcity as a Marketing Strategy?

by Colin Shaw on September 6, 2018

Scarcity as a marketing tactic is one that works well with customers. However, it is one that many marketers don’t use to their advantage often enough. If you are one of them (and you don’t act now), avoiding scarcity tactics can hurt your bottom line.

For our recent podcast we invited a special guest to join us. Professor of Marketing at Vanderbilt University, Kelly Goldsmith, Ph.D., is a behavioral scientist who studies how we respond to uncertainty and scarcity as consumers. Goldsmith shared her definition of scarcity with our listeners:

Read More...
Colin ShawAre You Making the Most of Scarcity as a Marketing Strategy?

How To Move Your Customers from Indifference to Recommendation

by Colin Shaw on August 30, 2018

Customers that recommend you to other people are the gold-standard of successful Customer Experience. How likely they are to tell their friends and family about you is measured by the Net Promoter Score (NPS), a common metric used by organizations to evaluate their performance in Customer Experience. These customers are your most loyal and the most sought-after of the lot, the “Raving Fans” of your organization.

However, what do you with a customer that is indifferent? How do you convince a customer to engage and eventually become one of these fanatical customers you work so hard to develop?

Read More...
Colin ShawHow To Move Your Customers from Indifference to Recommendation

How Small Things Have Big Influences on Customer Behavior

by Colin Shaw on August 23, 2018

Non-conscious influence has a significant effect on your customer’s behavior. Non-conscious influences are stimuli of which a customer is not aware. What’s more, these non-conscious influences exist in your Customer Experience even if you haven’t been deliberate about your design of them.

Read More...
Colin ShawHow Small Things Have Big Influences on Customer Behavior

Six Critical Principles Businesses Are Ignoring – Are You?

by Colin Shaw on August 16, 2018

A theory is great. It gets you thinking, designing and planning. However, unless you take all the theory and the work you built around it and implement it, it is entirely useless. Today, I present six critical questions you need to ask when implementing Customer Experience theory in your Customer Experience reality.

The concept of implementing the plans you make from theory is significant to me. It began back in my executive position at British Telecom. In that role, I had many bright consultants come in to share fabulous theories. I found theories tiresome after a while, and I began saying, “That’s all very interesting. Now, how do I implement that in my day-to-day operations?”  The clever consultants did not have a satisfactory response!

Read More...
Colin ShawSix Critical Principles Businesses Are Ignoring – Are You?