by Colin Shaw | Aug 26, 2019 | Blogs
Imagine you are selling a used car. Now, imagine your surprise that the person who wants to buy it is your brother. How would that be different from selling your vehicle to a stranger? Would you haggle as hard? (Now, to be fair, if it was my brother Neil, my answer is...
by Colin Shaw | Aug 16, 2019 | Blogs
What gets measured gets managed. This oft-quoted line from Peter Drucker is more pertinent today than ever concerning Customer Experience strategy. Every marketer should measure their performance in Customer Experience to understand what drives value for customers. ...
by Colin Shaw | Aug 14, 2019 | Blogs
I might have misled you in recent weeks. I have been talking about frictionless experiences and how vital it is to have a smooth Customer Experience. However, some of my reading lately has exposed some nuances about the friction in an experience that we haven’t...
by Colin Shaw | Aug 1, 2019 | Blogs
When I created Beyond Philosophy, I chose the name for a reason. I believe it is crucial to do more than discuss your theories about Customer Experience strategy. Sure, you need to think about it, understand the philosophy behind it as well as the science, but after...
by Colin Shaw | Jul 29, 2019 | Blogs
I used to work in corporate life. I managed to get up to a senior position. When people asked what I did, I used to say, “I play chess.” I was joking, of course. The truth is I spent my day on company politics. My guess is a lot of you do, too. Surprisingly, there are...
