Today’s interview is with Colin Shaw, Founder and CEO of Beyond Philosophy™, a global customer experience consultancy. Colin joins me today to talk about his new book (The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level – co-authored with Ryan Hamilton, a Professor of Marketing at Emory University in Atlanta, Georgia and a Beyond Philosophy colleague) and what insights companies can draw from neuroscience and behavioural economics to make their organisations and customer experience better.
This interview follows on from my recent interview – Service design and creating experiences that work for customers, employees and stakeholders – Interview with Birgit Mager – and is number 192 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to their customers.
Here’s the highlights of my interview with Colin:
About Colin (adapted from his Beyond Philosophy bio)
Colin Shaw is a world leader in Customer Experience and, since 2002, has helped shape the whole industry with his four bestselling books and thought leading work. This has led ‘LinkedIn’, the leading business social media website, to pronounce Colin as one of the top 150 business influencers worldwide.
In 2002 Colin founded Beyond Philosophy™ a global customer experience consultancy, headquartered in Tampa, Florida. Beyond Philosophy specializes in helping organizations to create deliberate, emotionally engaging customer experiences that drive value, reduce costs and build competitive advantage.
Colin has authored four internationally bestselling business books, including:
All published globally by Palgrave McMillan.
Prior to launching Beyond Philosophy, Colin held a number of senior executive positions in Xerox, Mars and British Telecom (BT). He was ultimately appointed Senior Vice President of Customer Experience, where he led a team of 3,500 employees worldwide.
Under Colin’s leadership, Beyond Philosophy has undertaken many Customer Experience initiatives with some of the world’s biggest companies, including American Express, FedEx, Maersk Line, Aflac, Aviva, T-Mobile and IBM. In the case of Maersk Line, Beyond Philosophy helped Maersk Line, increase their Net Promoter score by 40 points in 30 months. Colin has also advised Governments and has been a visitor to the Cabinet Office in No.10 Downing Street on a number of occasions.
A sought-after key note speaker Colin’s interactive presentation style uses thought-provoking questions, humor and real-life anecdotes to engage, entertain and inform his audience. Audaciously Colin calls organizations live from the stage to make a point. Colin is a member of the National Speakers Association, and has presented at countless key note speeches. He has been featured as an expert on CNN, BBC TV, Sky News, BBC Radio. In addition, Colin has been quoted in The Times, Marketing, Marketing Week, Customer Management, and many other publications.
Colin is a devoted family man. He is a keen boater, angler and supporter of Luton Town Football Club. Colin collects 1966 World Cup Soccer memorabilia.