Learn more about Colin Shaw: Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Personalization is a key element in doing business today. However, getting too personal can be off-putting in some situations. So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out. The idea for this episode came from my recent trip to a fishing supplier near my home in Florida. It’s called Discount Tackle, and the manager knows me ..read more

Learn more about Colin Shaw: Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act. The funny thing is that sometimes that motivation is hidden, even from the customer. It’s our job to determine what it is. But how should you do it, and why is it important? Both are fair questions. To get us star ..read more

Learn more about Colin Shaw: Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: I have been ghosted. I find this strange since I am married and have been for decades. However, ghosting happens in other arenas, too. It’s a work colleague ghosting me; no matter how I try to contact him, I hear nothing in return. It feels like he disappeared off the face of the earth. Since ghosting is a relatively new phenomenon, we should talk about it here, too. Ghosting isn’t uncommon, particularly for people using online datin ..read more

Learn more about Colin Shaw: Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience?” This question is one that many of my clients want to ask me. They don’t say that in so many words, but effectively, that’s what they were asking me to do. What they’re after is a silver bullet. Unfortunately, I always disappoint them. There is no silver bullet solution for improving Customer Experience. It’s understandable why clients want ..read more

Learn more about Colin Shaw: Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Sometimes, things go wrong despite your best efforts. This situation happens everywhere. Even the most well-managed companies will have things go wrong. So, it’s not a matter of if but when regarding a customer crisis. Too many organizations do not plan for a customer crisis, and I want to change that. The key to handling it well is to master the art of staying cool. To that end, I have five rules to handle a customer crisis. Rule #1 ..read more

Learn more about Colin Shaw: Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Have you ever heard of the Abilene Paradox? This happens when everybody agrees to do something that nobody wants to do. Today, we will discuss how to avoid this situation in your organization. Jerry B. Harvey wrote “The Abilene Paradox: The Management of Agreement” years ago. He named it that because of an incident in his family where they drove 50 miles each way across the desert in an unconditioned car during very hot, dusty weathe ..read more

Learn more about Colin Shaw: Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it. While organizations know how to define the process and record the behavior, they usually miss this hidden impact. So, let’s discuss how to uncover what’s hiding there and how it affects your bottom line. What ..read more

Learn more about Colin Shaw: Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: I am excited. My wife and I are going on a cruise to India. It’s a big splurge for us, and we look forward to it. I mention it here, not to rub it in your face (much), but because in the booking of this cruise, I saw an excellent example of how my wife and I leverage mental accounting regarding our splurges. When my mother-in-law passed, she left money for my wife, Lorraine. After I booked it, she commented that the inheritance paid ..read more

Learn more about Colin Shaw: Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Ethics can be a tough thing to think about. It’s abstract, making it difficult to learn or discuss. However, we did just that on a recent podcast. As an important subject that we all need to revisit from time to time, Professor Ryan Hamilton, my co-host on the podcast  shared the five rules of professional ethics that we discussed here. Before we get into them, I find it interesting how little training organizations do on the to ..read more

A ..read more