Author: Colin Shaw

Loyalty Cards Aren’t Magic, but Experiential Rewards Can Be

The term loyalty card is a misnomer. It implies that the person in possession of the card is loyal. But the truth is the card doesn’t create loyalty. In fact, your customers take that loyalty card and put it in...

Colin Shaw’s Summer Reading List for Customer Experience Professionals

The only thing more important than improving your Customer Experience for your organization is reading about how to improve your Customer Experience for your organization. The good news is there is no shortage of great resources available. Unfortunately, that’s also...

3 Remarkably Simple Ways to Improve the Employee Experience

In our Customer Experience Consultancy, we are always asking employees to improve the well-being of customers. We also encourage them to surprise and delight, as well as exceed expectations of customers. After all, we want employees to produce Customer Experiences...

Virgin Shows Links Between Employee Experience and Customer Experience

Colin Shaw, Beyond Philosophy Richard Branson, Founder of Virgin Group, led the charge for better parental leave benefits this week for his employees. The new policy at Virgin allows new parents one year of fully paid leave following the birth or...

Improving Your CX One Employee at a Time

by Colin Shaw, Beyond Philosophy Employee Experience and Customer Experience are linked. What is affecting one will affect the other. They are like an old married couple—when it works it is beautiful and inspiring; when it doesn’t, it is ugly and...

Creating Award Winning Employee Engagement: A Case Study.

We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ I am pleased to say Carter Machinery, one of the leading Caterpillar dealers...

Employee Engagement & ROI: Are Your Employees Happy and Motivated?

Keeping employees happy and motivated is an agenda item that is on everyone lips, but little action seems to be happening. As a result, Employee Engagement is slipping as well, which is a problem for Customer...

What We Can Learn from Google’s Empowered Culture

In 2014, Google topped the Fortune 100 Best Companies to Work for list, a place that they have been happy to occupy every year since 2012. But it’s hardly a surprise, because Googlers are an empowered team. The empowered culture...

Hiring Customer-Ready Employees

In the last two weeks, I have been consulting clients on how they can improve their Customer Experience and hire people who are emotionally intelligent and Customer-ready. Hiring the right people for your position is a priority for most organizations,...

Apple’s Customer Experience Geniuses: Finding New Ways to Facilitate Empathy?

Apple is considering taking their empathy approach to customer experience to the next level with a patent on an application that would read your facial expression and heart rate before choosing which ad to show you. While certainly a little...