Colin Shaw
MyCustomer.com
Sarasota, FL, United States
Contact Colin
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Past articles by Colin:
Five ways customer experience leaders can cope with company politics
There is a surprising lack of literature on company politics. For such an important topic that can be awkward for people, it seems there should be books, pod → Read More
DIAGNOSING CUSTOMERS’ NEW BEHAVIOR DURING THE PANDEMIC
The last time you looked up product reviews, which ones did you notice first, 5-star, or 1-star? Also, how many 5-star reviews does it take to offset a 1-star review? Probably more than one. Today, I’m talking about why that is, and it comes down to two words that describe our instinctive behavior: Negativity Bias. We discussed Negativity Bias on a recent podcast. The short version of explaining… → Read More
Managing customer wait time: Top tips from big brands
If you follow news in the UK, on 1st June you'll no doubt have seen footage of hor → Read More
3 tools to measure authentic customer emotions
I am routinely gobsmacked by the number of organizations that don't measure customer emotions. Those that do often don’t think about how they will use the → Read More
Hooked on Your Phone? Here’s Why
I was texting with my daughter the other day and there was a pause in the conversation. I could see the three little dots. Surely she was typing a clever response to the remark I’d just made. I couldn’t wait to see it, so I sat there, phone in hand, staring stupidly at the little dots. I went on like this for maybe a minute and a half before I realized I was being silly. My phone would alert me… → Read More
Too Big To Care? Why Mega-Mergers Threaten Us
How big does a company need to get before it is too big to care about Customer Experience? If this week’s news is any indication, telecom customers in the U.S. and grocery shoppers in the UK could find out. We all can see from surveys like this (#2), or this one(#6), Customer Experience has been a significant area of concern for many CEOs recently. However, in my view, the Customer Experience… → Read More
What You Must Learn from Facebook’s Mistakes with User Data
Facebook is in hot water with their users regarding the use of personal data. No matter where you are as a Facebook user—or not, as the case may be—we can all learn three crucial lessons from Facebook’s mistakes. To summarize, the Facebook Cambridge Analytica scandal broke in March. Cambridge Analytica, a data firm that helped Trump win the 2016 election, had the personal data of around 87… → Read More
Starbucks: How to Respond to a Crisis
Starbucks has announced that it will close more than 8,000 company-owned stores on May 29 to present racial bias education to its employees. This dramatic move is a response to last week’s incident at a Philadelphia Starbucks, where two black men were arrested as they waited for a third man to arrive for a meeting. The response by Starbucks CEO Kevin Johnson has been impressive. I view it as a… → Read More
Customer Loyalty Isn’t What You Think It Is!
A lot of business professionals talk about customer loyalty. However, if I’m totally honest, they often don’t know what they are talking about. Or they do know what they are talking about, but what they are talking about is not customer loyalty! Many of the organizations I have worked with say that customer loyalty means, “the customer buys everything from us.” But buying everything from you… → Read More
How To Uncover Your Customer’s Hidden Needs
Honest feedback from your customers is the best way to improve any hiccups in your Customer Experience. Social norms, however, can get right in the way of getting that honest feedback, at least in some instances. Overcoming the obstacle of social norms is a crucial activity for today’s Customer Experience professionals. We have X surefire ways to get your customers to talk. I’m sure we have all… → Read More
The Non-Conscious Influence that Affects How You Will Read This Post
We like to think that influences on our behavior are things of which we are aware. It makes us feel like we are in control. However, forces affect our behavior whether we are aware of them or not. Moreover, the non-conscious influences of which we aren’t mindful have more sway over our behavior than our control-freak selves would like to admit. Non-conscious influences include the most common… → Read More
How To Manage Expectations
Have you been on a flight recently and found that you arrived at your destination a little early? I have, but I never thought much about it until I heard this NPR report. A Tufts University researcher named Silke Forbes thought it odd that she arrived 30 minutes early on a flight from Cleveland to Washington. She had taken the same flight a few years before, but it had taken less time back then.… → Read More
The Big Assumption That Economists Got Wrong – And You?
You know that old saying about what you make of you and me when you assume something? Well, it turns out, that economists made quite an assumption for years: that people were entirely rational in their decision making. However, they were wrong and we know they were because of the scientific method. Best of all, the truth is fairly simple and makes a lot of sense. Remarkably, this truth wasn’t… → Read More
Amazon step up staff surveillance: How will it impact employee experience
As Amazon announces patents to increase the tracking of its staff, Colin Shaw wonders how it will impact the employee experience at a company that already h → Read More
Amazon steps up staff surveillance: How will it impact employee experience
As Amazon announces patents to increase the tracking of its staff, Colin Shaw wonders how it will impact the employee experience at a company that already h → Read More
The Remarkable Truth about (the Lack of) Workplace Privacy
Amazon received two patents on wristbands that can track the moment-by-moment actions of their warehouse workers. Amazon has not said whether they will use the technology in their warehouses but stated if they did, they would be used to improve the process for their employees. However, anyone who has ever read George Orwell’s 1984 or suffered the scrutiny of a micro-manager will have a healthy… → Read More
Has Apple Lost Touch With Its Customers?
I’m a great fan of Apple, and not just because I use their products. For years, Apple has distinguished itself as a company that knows how to build an emotional connection with its customers. Because of that connection, Apple claims legions of loyal fans. But with its recent missteps in its handling of iPhone battery issues, one has to wonder: has Apple lost touch with its customer base? In case… → Read More
Wells Fargo: They Should Do This
The Consumer Financial Protection Bureau (CFPB) meted out a $185 million fine that included a $100 million penalty to Wells Fargo in 2016 for their violation and abuse of consumer trust. The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has… → Read More
Amazon Go: Will cashier-free shopping improve CX?
The new cashierless Amazon Go store is open for business in Seattle, and it could revolutionize the way we shop. At least that’s what some people think. Personally, I’m not so sure. Amazon Go is an 1800 square foot market, with a mix of prepared foods, typical convenience store merchandise and the kinds of grocery items you’d normally find at Whole Foods, which Amazon also owns. At the front of… → Read More
Amazon’s Latest Experiment – Will It Work?
The new cashierless Amazon Go store is open for business in Seattle, and it could revolutionize the way we shop. At least that’s what some people think. Personally, I’m not so sure. Amazon Go is an 1800 square foot market, with a mix of prepared foods, typical convenience store merchandise and the kinds of grocery items you’d normally find at Whole Foods, which Amazon also owns. At the front of… → Read More