Colin Shaw

Unlocking the Hidden Customer Experience: Short Stories of Remarkable Practices that Ensure Success

Unlocking the Hidden Customer Experience: Short Stories of Remarkable Practices that Ensure Success by Colin Shaw
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nonfiction Business, Professional
For readers of:Jeffrey Gitomer, Gary Vaynerchuk, Tony Hsieh, Joseph Michelli, Jill Griffin
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Publication DateJanuary 2015
About the Book

Colin Shaw’s new eBook, “Unlocking the Hidden Customer Experience: Short Stories of Remarkable Practices that Ensure Success” explores both the philosophy behind great Customer Experience and the best (and worst) real-world examples of them. As the founder and CEO of Beyond Philosophy and author of four best-selling books on Customer Experience, Shaw uses his expertise to point out where today’s companies are using their Customer Experience to foster an environment conducive to Customer loyalty and retention—and where they aren’t.

Many companies understand that having an excellent Customer Experience is the next great competitive differentiator for organizations. Fewer of them, however, understand the importance of creating a deliberate emotional and psychological experience that sends the right signals to meet Customer’s expectations. Companies must decide whether they want to delve into the emotions of their current experience and finesse them to evoke a deliberate response or be content with whatever happens by accident.

Shaw’s book explains in detail what it takes to evoke the proper emotions from your Customer Experience at both a conscious and subconscious level. In each of his four sections, he illustrates his ideas with short story examples from recent headlines to give these concepts life. With his natural storytelling style and focus on practicality, his eBook is designed to help organizations take their Customer Experience to the next level. In other words, Shaw takes his readers “beyond the philosophy” and into the action of designing and implementing world-class Customer Experiences.

About the Author

Colin Shaw is without question a world leader in Customer Experience. Since 2002, Colin 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. At the time of writing, Colin has 175,000 followers on LinkedIn.

In 2002 Colin founded Beyond Philosophy, a global Customer Experience consultancy, and remains their CEO. He travels over the globe from their headquarters in Tampa, Florida. Beyond Philosophy specializes in helping organizations create deliberate, emotionally engaging Customer Experiences that drive value, reduce costs, and build competitive advantage.

Before launching Beyond Philosophy, Colin held a number of senior executive positions at Xerox, Mars, and British Telecom (BT). He was ultimately appointed Senior Vice President of Customer Experience at BT, 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 them increase their Net Promoter score by 40 points in 30 months. This led to a 10% increase in shipping volume. Colin has also advised governments, has been a visitor to the Cabinet Office in No. 10 Downing Street on a number of occasions, and has also spoken to the U.S. Republican party Chiefs of Staff on improving their constituents' experiences.

A sought-after keynote speaker, Colin’s interactive presentation style uses thought-provoking questions, humor, and real-life anecdotes to engage, entertain, and inform his audience. Colin is a member of the National Speakers Association, and has presented countless keynote speeches. He has been featured as an expert on CNN, BBC TV, Sky News, and BBC Radio. Colin has been quoted in many publications such as The Times, Marketing, Marketing Week, and Customer Management to name a few.

Colin now indulges in his real passions: creating and managing organizational change, strategic thinking, developing original concepts, inventing innovative but realistic solutions, and critically working out how these can be practically implemented.

Colin is a devoted family man and lives in Sarasota, Florida. He is a keen boater, angler, and supporter of the Tampa Bay Buccaneers and Luton Town Football Club. Colin collects 1966 World Cup Soccer memorabilia.

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