How to Transform Other People's Opinion of You
Let's begin this week's issue with a test. I am going to share a British idiom, and you are going to determine what it means. It's simple enough, yes? We wil...
Colin Shaw Shaw · 8 Feb 2024
Navigating the Path to Customer Clarity
Customer research is an essential part of managing their experiences to foster customer loyalty. However, many firms look at customer research as a one-and-d...
Colin Shaw Shaw · 1 Feb 2024
Sports Ideals Can Boost Your Customers' Experience
You might recall how I like to say, "None of us are as clever as all of us." Recently I decided that I would like to leverage the power behind that phrase. S...
Colin Shaw Shaw · 25 Jan 2024
How You Can Avoid Customers Changing Their Minds
I want to let you into a little secret. I've learned to ask customers a specific question over the years: Has anything changed since the last time I spoke to...
Colin Shaw Shaw · 25 Jan 2024
7 Rules that Will Transform Your Customers' Habits
I buy everything on Amazon. Suppose I want something; that is where I go first. Not only that, it's usually the only place I go. It's habitual, and breaking ...
Colin Shaw Shaw · 11 Jan 2024How Using AI in CX Can Be the Good, Bad, and Ugly
This year has been the year of AI. We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead ([email protected] ) recently to ta...
Colin Shaw Shaw · 28 Dec 2023
The Future for Customer Research Teams in 2024
Listen to the Podcast. I'm obsessed with AI at the moment. Luckily, the rest of the world seems to be, also. One area that will feel the influence of AI keen...
Colin Shaw Shaw · 21 Dec 2023
Do You Want a Better Customer Experience in 2024? Why Leading With Humans is Best for AI
Let me begin with my gratitude. I would like to thank Tom Martin, CEO at Glance, for the exciting viewpoint he put forward in his 'None of us are as clever a...
Colin Shaw Shaw · 18 Dec 2023
Why Confusing Inertia With Loyalty Is A Mistake
Listen to the Podcast Here . In a meeting with a long-time client, I learned how pleased they were with their repeat business, which they saw as loyal custom...
Colin Shaw Shaw · 14 Dec 2023
Better Customer Experience in 2024? AI or People?
I love the phrase, "None of us are as clever as all of us." But a phrase is little more than words unless there is action that comes from it. Therefore, we a...
Colin Shaw Shaw · 7 Dec 2023
Unlocking Hidden Gems: How Unseen Roles Impact Your Customer Experience
One of my clients has done an excellent job in the last couple of years improving their customer experience. However, much of it was the easy stuff and hasn'...
Colin Shaw Shaw · 30 Nov 2023
The Power of Regret: From Customer Nightmare to Marketing Tool
Is it the programming? Is productivity wasted? Wistful feelings of stardom never pursued? No. I regret buying my Sony TV. The menu system is not very intuiti...
Colin Shaw Shaw · 23 Nov 2023
14 Opportunities & Risks You Face in 2024. Ready?
We British look at the world as if the glass is half empty. By contrast, Americans look at the world as if the glass is half full. So, when I share some stat...
Colin Shaw Shaw · 9 Nov 2023
Drive Brand Value With This Powerful Framework!
A listener, Irene Beard, is starting her own company. She's always believed in a strong brand, but how can she plan what people take away from her brand? Sin...
Colin Shaw Shaw · 2 Nov 2023
Customers Say They Want Choice, But do They?
Stanford Professor Itamar Simonson is very clever. He brought snacks to class for his students. However, he wasn't just being cool; he used them for research...
Colin Shaw Shaw · 2 Nov 2023
8 Potent Strategies to Drive Sales Through Others
One of our listeners, John, is in a pickle. He is starting a new business, but that isn't the problem, although I am sure we can all agree that starting a ne...
Colin Shaw Shaw · 2 Nov 2023
The Hidden Obstacles to Effective Planning
If you have too much to do because you've agreed to do too many things, then you could suffer from a cognitive bias identified and explained by Daniel Kahnem...
Colin Shaw Shaw · 12 Oct 2023
Is Adding 'Additional Fees' Good Or Bad?
Like many of you, our listener Brian Williams is grappling with the additional costs of doing business in our era of sustained inflation. He and his colleagu...
Colin Shaw Shaw · 5 Oct 2023
How to Signal Low Prices Without Looking Cheap
Catherine, one of our podcast listeners, wants to know how to establish her organization's reputation for having low prices without the companion reputation ...
Colin Shaw Shaw · 20 Sept 2023
Why AI Is In Danger Of 'Shiny New Object Syndrome'
Are you ready for AI? Some firms are. To be counted among them requires preparation. Author, speaker, consultant, and The Agile Brand podcast host Greg Kihls...
Colin Shaw Shaw · 14 Sept 2023
3 Tactics Customers Use to Evaluate Your Price
We have multiple ways of evaluating prices. These differ in terms of how easy they are for us to do and how accurate they are. Understanding how customers ev...
Colin Shaw Shaw · 7 Sept 2023
Unravel the Truth Behind Customer's Perception
Damien is "In A Pickle." His organization's delivery stats tell them that they're doing quite well. But when they do customer survey data, the customers don'...
Colin Shaw Shaw · 10 Aug 2023
Why Authentic Experiences are Vital to Growth
Authenticity is an essential part of an experience. However, authenticity is more complicated than you might think at first. We are discussing authenticity h...
Colin Shaw Shaw · 27 Jul 2023
How Do We Differentiate Our Offering?
I was at a drugstore standing before the vitamin shelves the other day. There are hundreds of bloody vitamin options. It got me thinking about how these vari...
Colin Shaw Shaw · 20 Jul 2023
How To Prevent This Error Many Are Making With AI
Organizations are making a common mistake with AI. From a strategic standpoint, organizations are losing opportunities to improve their ability to enhance th...
Colin Shaw Shaw · 13 Jul 2023
Why Small Details Hold the Key to Customer Loyalty
The Magic Castle Hotel made the top ten of all Los Angeles hotels on Trip Advisor. The reason why would probably surprise you, but it's one of those little s...
Colin Shaw Shaw · 6 Jul 2023