by Colin Shaw | Mar 23, 2023 | Blogs
You must focus on your employees if you want a great experience that delivers service excellence. Unfortunately, that isn’t my concept. I got it from a book I read twenty-five years ago called The Service Profit Chain: How Leading Companies Link Profit and...
by Colin Shaw | Mar 16, 2023 | Blogs
I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. Guess what? It’s at an all-time low for the last 17 years. When you consider all the resources organizations and individuals have put into...
by Colin Shaw | Mar 9, 2023 | Blogs
One of our listeners, Clive Hearst, is in a pickle. Hearst wrote to us asking whether he should invest in an MBA. In other words, Hearst is asking what the value of an MBA is. Is it just a piece of paper, or something that business people today must have? Now,...
by Colin Shaw | Mar 2, 2023 | Blogs
Joe Pine’s The Experience Economy changed my life. Pine’s take on what the future of experience would be back in the 90s put me on the path I am on today. We recently had Pine as a guest on the podcast and he blew my mind again. But, this time, it...
by Colin Shaw | Feb 23, 2023 | Blogs
Alan Flower is in a pickle, and he came to us for help on a recent podcast. Flower asks, “How can I increase prices and not lose customers?” Since I figure with rising supplier and material goods costs, not to mention energy costs increases, many of you...
