Customer Experience Blog | Beyond Philosophy

What Do The Pioneers of Customer Experience See for the Future: And What Should You Do About It?

by Colin Shaw on November 19, 2020

From time to time, I participate in speaking engagements and, in the time of COVID-19, virtual speaking engagements. I recently participated in a Customer Experience Day webinar with two other leaders in our field, Joe Pine and Lou Carbone. I learned a few things that I would love to share with you, and discussed on my most recent podcast, regarding where we are now with Customer Experience and, perhaps more importantly, where we are heading.

Colin ShawWhat Do The Pioneers of Customer Experience See for the Future: And What Should You Do About It?11.19.2020

The 5 Rules for Designing a Great Digital Experience

by Colin Shaw on November 12, 2020

Digital experiences are a crucial part of your Customer Experience, especially during the pandemic. Some organizations are excelling, while others could use some work. No matter where you fall on that spectrum, we have some essential considerations for designing your digital experience in the form of 5 rules.

Colin ShawThe 5 Rules for Designing a Great Digital Experience11.12.2020

Diagnosing Customers’ New Behavior During the Pandemic

by Colin Shaw on November 5, 2020

The last time you looked up product reviews, which ones did you notice first, 5-star, or 1-star? Also, how many 5-star reviews does it take to offset a 1-star review? Probably more than one. Today, I’m talking about why that is, and it comes down to two words that describe our instinctive behavior: Negativity Bias.

Colin ShawDiagnosing Customers’ New Behavior During the Pandemic11.05.2020

The Five Rules for Affecting Real Culture Change

by Colin Shaw on October 29, 2020

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention.

Colin ShawThe Five Rules for Affecting Real Culture Change10.29.2020

Small Things That Have a Dramatic Impact on Your Customer’s Experience

by Colin Shaw on October 22, 2020

Oscar Wilde’s famous quip shapes my marketing philosophy, “There is only one thing worse than being talked about, and that is not being talked about.” One of the reasons the brilliant quote rings true is because of the concept of Priming. When you bring attention to things, it influences how people act upon them. Priming activates some part of our mind, and that’s enough to produce this response out of us.

Colin ShawSmall Things That Have a Dramatic Impact on Your Customer’s Experience10.22.2020

Getting Inside the Customer’s Mind

by Colin Shaw on October 15, 2020

Customer Experience, like everything else in the world, is changing. What customers want and what they do is changing, too. As we prepare for the next generation and level of putting the customer at the center of everything we do for a Post Pandemic world, we should remember that the critical part to achieving what we want (aka, customer-driven growth) is getting inside the customer’s mind.

Colin ShawGetting Inside the Customer’s Mind10.15.2020

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