THE FLIP SIDE with Andy Mai
TFS#113 - Colin Shaw On Improving Customer Experience, 300K LinkedIn Followers, Financial Times Award For Leading Consultancy w/Author, Speaker & Beyond Philosophy Founder & CEO
Colin Shaw is an original pioneer of 'Customer Experience.' LinkedIn has recognized him as one of the 'World's Top 150 Business Influencers', where he has 291,000 followers and is one of the exclusive 'Official' LinkedIn influencers.
Shaw's company, Beyond Philosophy LLC, has been recognized by the Financial Times as 'one of the leading management consultancies for the last four years.
He is the co-host of the highly successful Intuitive Customer podcast, rated in the top 5% of all podcasts by BuzzSprout. https://beyondphilosophy.com/podcasts/
He has also authored seven bestselling books on Customer Experience & marketing. https://beyondphilosophy.com/books/
Colin Shaw founded Beyond Philosophy in 2002 as one of the world's first customer experience consultancies. Under his leadership, Beyond Philosophy has helped many of the world's most prestigious organizations improve their customer experience, including American Express, FedEx, and Caterpillar. Container shipping company Maersk Line improved its net promoter score by 40 points in 30 months, which gave a 10 percent rise in shipping volumes using Beyond Philosophy's methodology.
Finally, he is a keynote speaker and commentator on CNN, BBC TV, NPR, LBC, and other media publications.
CHAPTERS:
00:00 Intro
00:30 Meet Beyond Philosophy’s Colin Shaw
02:05 What Is Customer Experience
02:40 Working With Maersk
04:25 Improving Customer Experience
07:00 Four Aspects Of An Experience
10:30 Steve Jobs & Customer Experience
12:15 The Intuitive Customer Podcast
13:05 Building A Tribe
14:20 Evaluability Heuristic
16:40 Apple’s Simplicity Concept
18:50 Marketing Exclusivity & Status
21:10 Watch What They Do
22:50 Different Value Drivers
26:05 Emotional Attachment To Brands
29:50 The Roles Of Behavioral Scientists
34:50 Anticipating Customer Response
37:20 What Is Customer Science
40:40 Data, AI & Behavioral Science
42:40 Hotdogs vs Salads
44:50 Emotional Signature Research
47:30 Educating Employees
48:50 Official LinkedIn Influencer
52:00 Growing LinkedIn Followers Organically
54:40 Branding & Content Creation
55:50 Trying On Advertising
57:20 The Wisdom of Oscar Wilde
58:30 Long-Term Compounding Effect
59:30 Outro
- Broadcast on:
- 03 Jan 2023
Colin Shaw is an original pioneer of 'Customer Experience.' LinkedIn has recognized him as one of the 'World's Top 150 Business Influencers', where he has 291,000 followers and is one of the exclusive 'Official' LinkedIn influencers.
Shaw's company, Beyond Philosophy LLC, has been recognized by the Financial Times as 'one of the leading management consultancies for the last four years.
He is the co-host of the highly successful Intuitive Customer podcast, rated in the top 5% of all podcasts by BuzzSprout. https://beyondphilosophy.com/podcasts/
He has also authored seven bestselling books on Customer Experience & marketing. https://beyondphilosophy.com/books/
Colin Shaw founded Beyond Philosophy in 2002 as one of the world's first customer experience consultancies. Under his leadership, Beyond Philosophy has helped many of the world's most prestigious organizations improve their customer experience, including American Express, FedEx, and Caterpillar. Container shipping company Maersk Line improved its net promoter score by 40 points in 30 months, which gave a 10 percent rise in shipping volumes using Beyond Philosophy's methodology.
Finally, he is a keynote speaker and commentator on CNN, BBC TV, NPR, LBC, and other media publications.
CHAPTERS:
00:00 Intro
00:30 Meet Beyond Philosophy’s Colin Shaw
02:05 What Is Customer Experience
02:40 Working With Maersk
04:25 Improving Customer Experience
07:00 Four Aspects Of An Experience
10:30 Steve Jobs & Customer Experience
12:15 The Intuitive Customer Podcast
13:05 Building A Tribe
14:20 Evaluability Heuristic
16:40 Apple’s Simplicity Concept
18:50 Marketing Exclusivity & Status
21:10 Watch What They Do
22:50 Different Value Drivers
26:05 Emotional Attachment To Brands
29:50 The Roles Of Behavioral Scientists
34:50 Anticipating Customer Response
37:20 What Is Customer Science
40:40 Data, AI & Behavioral Science
42:40 Hotdogs vs Salads
44:50 Emotional Signature Research
47:30 Educating Employees
48:50 Official LinkedIn Influencer
52:00 Growing LinkedIn Followers Organically
54:40 Branding & Content Creation
55:50 Trying On Advertising
57:20 The Wisdom of Oscar Wilde
58:30 Long-Term Compounding Effect
59:30 Outro