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