The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth

It's a new year so we decided we needed an update. A few years ago, we gave you some rules for gaining growth. But times have changed, and so the rules need to change, too. Therefore, we took another pass at the questions that can help your organization gain growth in 2023. In some ways, these are more like provocations than questions. However, we aren't picking a fight. We are, however, trying to be provocative. In fact, we usually ask them because we know that people can't answer them. We want them to realize that they don't know these answers and get them thinking about it so we can help them move forward. The first two questions you are probably familiar with already. They set the stage for what we are trying to uncover. Then, we move into specifics about what customers want from your experience. Next come the future questions that explore areas about where you should be trying to go and the tools you can use to get there. Finally, we get into a question about my absolute favorite part of experiences, memory. In this episode, we explore what we ask and why. We also talk about what they need to realize from their answers and how it can help them gain growth in the new year. Key Ideas to Improve your Customer Experience One company we helped move forward was Maersk Line, the world's largest shipping company. We hosted one of the successful leaders of this organization on another episode to share the five rules for a highly successful implementation. One of the things Maersk shared is that these questions made a difference in their improvement program—which is saying something since they improved their scores by 40 points over 30 months. Here are some other key moments in the discussion: 07:36 After we discuss Maersk line, we get into our second strategic question that explores how customer-centric your organization is, and how that affects your growth. 10:21 We get into an area that we are devoting a whole episode to soon, which is about how people describe their experience with you, as well as what they really want and what drives value for them, all crucial areas to answer for your experience. 18:34 This kicks off the future part of the strategic questions, where we talk about predicting customer behavior and using Customer Science to be successful at it. 20:42 Ryan takes a 2,000-word detour to express how he agrees with Colin, much to his chagrin and Colin's supreme delight. 28:19 We talk about Colin's favorite subject memory, and why it matters so much to make them deliberately in your experience. 29:31 We summarize the seven strategic questions and how you can actually work on them on top of everything else you have to do—and why you should make time for them. Did you know we have a YouTube Channel too? Check it out here. Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University. How can we help? Click here to learn more about Beyond Philosophy's Suite of Services. Please tell us how we are doing! Complete this short survey.

In sales, it can be tough to know when a customer is no longer deciding but already decided—unless, of course, they tell you that out loud. So, it is incumbent upon you to read the signs that a customer has decided to buy. For example, I like to make drawings with pen and paper during my sales presentations with a contact. Then, I position the pen toward them during the discussion as an invitation for them to pick up and draw a little bit, too. If they do, it's a good sign. Scribbling away on my pad of already scribbled paper, I know that the contact is engaged and interested in how my services will help them achieve their goals. However, there are several signals that a person sends when they are ready to buy. One of our listeners, Jason Bradley wrote in with a business pickle wanting to know what some of these signs are. In this episode we tell you and explain the psychology behind it. Here are a few key moments in the discussion: 03:19 We present Jason's business problem, how other listeners can send in their questions for us to answer on the podcast, and how Colin can tell a person has made a buying decision. 7:20 Ryan presents the Rubicon Model and how it applies to our psychology around decision making. 14:35 Ryan talks about the differences in our mindsets before and after decision-making, and how it applies to political discussions. 20:41 We discuss how people have a preference for action and feel invulnerable after making a decision as part of their psychological need to be right about it. 26:19 Colin shares a story about a sales training that taught them how to get through Death Valley, and, no, it wasn't a desert survival tip. Do you have a business pickle? Tell us about it here. Please tell us how we are doing! Complete this short survey. Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University. Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 35,000 subscribers. How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

Every so often, I get a chance to chit-chat with colleagues of mine about the future of customer experience. This time, my colleagues were pioneers in customer experience, Lou Carbone (Experience Engineering.com) author of Clued In, and Joe Pine (StratgicHorizons.com), author of The Experience Economy. We discussed what we see changing in CX. We all think we are at a turning point in the movement. There are a lot of things that the recent pandemic has broken. However, organizations haven't fixed all of them. Add in the inflation rates that are crippling the economy and affecting customer behavior, and you have a good idea of the state of things these days. However, my colleagues and I agree there are also exciting things on the horizon. Customer experience enjoyed its first academic nod. We also see CEOs taking a new interest in creative thinking and open-mindedness. Customer science looms on the horizon. In this episode, we explore the potential for the new year in the customer experience movement and combine the powers of decades of experience to guess what will happen in 2023. We see significant changes coming and share what we see and what you should do about it. Key Ideas to Improve your Customer Experience The state of affairs today in customer strategy is dire. The American Customer Satisfaction Index is at its lowest level in 17 years. From 2010 to 2019, two-thirds of organizations still needed to improve customer satisfaction. Forrester predicted that one out of every five people in Customer Experience would lose their job in the next twelve months. Here are some other critical moments in the discussion: 02:53 Carbone discusses how too much business thinking is still stuck in the industrial age and how we should change that. 08:31 Pine describes how experiences are about people's time, not wasting it but making it well-spent. 12:51 Colin threatens to sing Abba's "Knowing me Knowing You." 20:00 Carbone announces a milestone for customer experience management, getting a nod from academia. 27:36 Pine shares ideas about developing new measurements for success in CX beyond the traditional that might track customer sentiment more than today's measures. 36:11 We share our predictions for the new year and what organizations should focus on. Did you know we have a YouTube Channel too? Check it out here. Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University. Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 70,000 subscribers. How can we help? Click here to learn more about Beyond Philosophy's Suite of Services. Please tell us how we are doing! Complete this short survey.

A lot of the behavioral sciences can feel intimidating. However, it doesn't have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. Bad leadership leads to bad Customer Experience. To have a great Customer Experience, you have to have great leadership. It reminds me of rabbits. When my kids were little, we kept rabbits in a hutch. One day, I let the rabbits out to enjoy a little freedom in the garden. But, when I put them down, they hopped right back in the hutch. I had taken over a call center team at the time. The rabbits' behavior resembled my team's. The hutch represented all the constraints built up in the call center culture. The team were much more comfortable hanging out in these constraints than finding a way to do more for customers. It fell to me to change the culture. Over time, my call center team were hopping throughout the garden of customer centricity, but it required focus and effort on both our parts. In this episode, we explore the role of leadership in Customer Experience and the 5 Rules guaranteed to increase your effectiveness as a leader. Here are a few key moments in the discussion: 07:18 We start off the rules with an essential one about self-awareness; how you project yourself in your head does not always translate to the perception of your leadership by your team. 11:26 Colin introduces rule number two, which explains that you have to understand that you do not need to be the cleverest to be the leader. 16:54 We discuss The One Minute Manager, by Ken Blanchard, which emphasizes where your followers are and how ready they are to follow your lead. 20:49 Colin refers to one of his favorite leadership aphorisms, "None of us is as clever as all of us," which speaks to leveraging the strengths of the team to create a better output rather than serving in despotic rule. 26:10 Colin emphasizes ensuring you maintain the critical individual relationships with team members that are necessary to your team's culture, a critical concept in Ken Blanchard's follow up book, The One Minute Manager Meets the Monkey. 28:36 We round out the rules with a crucial part of leadership, loyalty, which goes both ways but starts with the leader. Did you know we have a YouTube Channel too? Check it out here. Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University. Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 70,000 subscribers. How can we help? Click here to learn more about Beyond Philosophy's Suite of Services. Please tell us how we are doing! Complete this short survey.

The end of a year is always a nice reminder to reflect on time passed. It's a regular milestone where you can check in on your experiences and remember the lessons gained from another trip around our sun. This year has been an interesting one. With a foot half-in, half-out of the pandemic, continuing supply chain issues, rising inflation rates all over the world, and a war in Ukraine, one might even say awful. However, like any year, everything isn't awful. There have been moments, professionally and personally that have been exceedingly positive and have changed us for the better, even if it was just a little bit. In this episode, we each share a professional and personal lesson learnt from this year. From a description of the world's ugliest knife (which you can see for yourself at minute 19:26 on our YouTube Channel of the podcast) to the significant realization I had that AI is just our bias written in code shared by our guest Broderick Turner, Ph.D., Assistant Professor of Marketing at Virginia Tech., and founder of TRAP LAB, a few months ago, there is sure to be something for everyone—or at least some thing to entertain you. Key Ideas to Improve your Customer Experience 04:37 Ryan explains how this year taught him that businesses should quit waiting for things to get back to normal; the future is the next normal. 11:24 Colin shares what the revolving door on 10 Downing Street experience this year in the UK reminded him about business and philosophy. 19:26 Ryan explains that learning something new can make you feel more ready to adapt to change, and then showed the knife he made himself, which he describes as the world's ugliest knife. 23:32 Colin reminds us all that history repeats itself, which means that the skills we learned long ago might come in handy again; so, if you can manage it, don't forget those lessons. Did you know we have a YouTube Channel too? Check it out here. Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University. Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 70,000 subscribers. How can we help? Click here to learn more about Beyond Philosophy's Suite of Services. Please tell us how we are doing! Complete this short survey.

Ah, yes! It's the most wonderful time of the year. When we reflect upon the passing year and make plans for the New Year: what we want to keep, where we want to be, and how we need to change. Then, we make them, our New Year's Resolutions. However, in just a few days' time, we will have failed at keeping these resolutions (again) and forgotten all about it. There are a number of psychological reasons why change is hard, and much of it has to do with habits. Habits are part of our Intuitive System, which is the fast automatic thinking we use to save energy instead of dragging out our Rational System, the slow, deliberate thinking we sometimes use. We get a cue, which triggers an automatic response, that gives us a reward. However, habits can be broken once you understand where you need to intervene. With a few tricks and some real motivation, you can kick a bad habit or even start a good one. In this episode, we explore why some people are successful with their New Year's Resolutions and win, and why some people fail and lose out on the benefits of meeting the challenge for change in the New Year. (If you want to be a part of the first group, we suggest you listen. Want to be in the second group? Keep on rolling with your present strategy.) Key Ideas to Improve your Customer Experience Habits are a giant part of New Year's Resolutions. Usually, we want to stop having bad ones, i.e., start losing weight and exercising, quit biting nails, or to stop smoking or drinking so much. However, sometimes we want to start good new habits, i.e., floss more, take up a new hobby or learn a musical instrument, or subscribe to a fantastic newsletter on LinkedIn (hint, hint). Below are some moments in the podcast that can help with either direction you are going with this in the new year: 03:16 Colin shares a little bit about his personal weight loss journey and how what he learned there made it clear that psychology is a big part of success or failure with resolutions. 09:14 Ryan explains why using the Framing Effect on your project can be persuasive in these goals. 11:10 We get into change management and how habits are an integral part of that process. 15:00 Ryan explains how the two-system of cognition, and more specifically, the Intuitive System play a role in habitual behavior and why that is. 20:01 Colin explains how similar failures often happen with Customer Experience programs, too, but that those failures say a lot more than many people think they do. 25:55 Ryan explains why goals and reaching them is one thing, staying there is another. 27:21 We close with an excellent suggestion on how to be successful, based on a story from the actor Terry Crews on how to build a good habit for going to the gym, and it's not what you probably think. Did you know we have a YouTube Channel too? Check it out here. Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University. Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 70,000 subscribers. How can we help? Click here to learn more about Beyond Philosophy's Suite of Services. Please tell us how we are doing! Complete this short survey.

Going viral is the goal of any passionate social media poster. Posting your content and watching as the views and shares grow exponentially is the dream for marketers trying to build a brand online. Unless, of course, the viral post is about how you broke a guitar during a customer's flight and then showed "indifference" to their complaint. (Looking at you, United Airlines.) That's a nightmare. The trick is actually doing it—and for the right reasons, not a customer service failure. In an environment where there is infinite amounts of content to compete with, getting a post to go viral is a victory few marketers have the pleasure of experiencing. In this episode, we explore how to get people to collaborate with you in your efforts to create viral content on social media and the essential elements of the content that encourage people to share it. Key Ideas to Improve your Customer Experience When you want a person to do something, you have probably heard that you should explain the benefits they will enjoy from doing so. It's no different with social media. Your content should have a benefit that appeals to the sharer and collaborator, and a benefit to whom the person shares it. Therefore, a hearty laugh, a heartfelt "awe," or an unrealized and epiphanic insight are never a bad way to go. Here are some other key moments in the discussion: 04:38 Ryan explains how framing plays an essential role in getting people to share your content. 09:47 Colin shares an example of what not to do with your experience that encourage people to share content about you with the infamous (and hilarious), United Breaks Guitars video. 14:04 We share a key insight about how to make something go viral, and it's not your awesome brand message. 18:34. Colin introduces the idea of internet trolls and everyone piling on as meeting an essential human need to be a part of something. 25:25 Ryan covers a past campaign with Dunkin' Donuts and Charli D'melio that had all the elements that make a social media campaign go viral. 28:54 We summarize the secret formula ingredients for you and how you can use them in your customer strategy. Did you know we have a YouTube Channel too? Check it out here. Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University. Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 70,000 subscribers. How can we help? Click here to learn more about Beyond Philosophy's Suite of Services. Please tell us how we are doing! Complete this short survey.

Customers are fickle. Or at least they appear to be. What once may have exceeded your customer's expectations one day becomes ordinary the next. That's because People become less sensitive to change as things improve. It's called Diminishing Sensitivity, and it's the reason that sometimes you have to work harder to "Wow!" your customers. If you gave $100 to a poor person and a millionaire, it would have completely different effects on their daily lives. While the millionaire would be polite and appreciative of the extra cash, the poor person would feel the difference made by the money far more. In some ways, your customers are the millionaire in this scenario. Your excellent Customer Experience has made them less sensitive to your improvements. However, if your experience is next to terrible, improvements feel a lot more like $100 to a poor person. Diminishing sensitivity can be seen across many different industries. For example, the difference in graphics between the video game Football for the Atari 2600 and Madden's NFL 10 was astounding. However, when you compare Madden 10 to Madden 12 and 14, the difference is noticeable, but not astounding. It ceases to be something that amazes and becomes something to be expected. In this episode, we explore the concept of diminishing sensitivity and how it can affect your customer experience and your customers' perception of it. We also talk about what you can do to continue to improve. How Can I Combat Diminishing Sensitivity? While it would be easy to say you should constantly push the boundaries of your product or service, this is not necessarily realistic. As we have seen with the iPhone, constant improvement eventually bores consumers. Therefore, it's essential to occasionally disrupt the market with more significant improvements to keep your customers hooked. Here are some other key moments: 03:33 Ryan introduces the concept of diminishing sensitivity and the minds behind the concept. 09:07 Colin and Ryan discuss how the iPhone is an example of diminishing sensitivity. 15:09 Colin admits that he likes to find companies that need his help that haven't gone as far into their experience journey because you can enjoy significant impact quickly. 19:14 Ryan and Colin explain how other large organizations have navigated the tricky bit of continuous improvement after enjoying those initial gains. 25:50 Ryan and Colin go over the "curse of improvement" and what you can do to avoid it. Did you know we have a YouTube Channel too? Check it out here. Please tell us how we are doing! Complete this short survey. Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University. Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 35,000 subscribers. How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

Recession is a natural step in the economic cycle, but it's easy to get overwhelmed by all of the bad news. When economic downturn occurs, we all feel it. Corporations tend to cut back in a downturn, neglecting things like customer experience. To differentiate yourself from everyone else, you should double down on these services while others cut back. Nobody looks forward to a recession, but being prepared and aggressive can help alleviate its effects. Don't let yourself get left by the wayside while there is such a great opportunity to grow. In this episode, we do not minimize the downsides of economic recession, but rather show that not everything has to be terrible. We discuss what to do when things get bad, and how to focus on the upside of a recession. Key Ideas to Improve your Customer Experience The most crucial part of dealing with a recession is preparing ahead of time. If you're caught blindly by the oncoming decline, you and your business could wipe out. While we may not officially be in a recession yet, planning as though we were will leave you far more prepared for the times ahead. Here are a few key moments in the discussion: 02:50 We first discuss the effects of recession on the larger economy and its necessity to the business cycle. 10:09 Ryan explores the effects of breakdown on breakthroughs and innovations in corporate structure. 14:29 We look at how changing before change is forced upon you can help your business during recession. 17:36 Colin discusses how speeding up when others slow down can improve your success during downturn. 22:19 We give our personal advice to both companies and individuals concerned about the oncoming recession. 24:37 We explain why customer service is one of the most important aspects of succeeding businesses during times of recession. Did you know we have a YouTube Channel, too? Check it out here. Please tell us how we are doing! Complete this short survey. Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University. Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 35,000 subscribers. How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

Claire Hillman, a loyal listener, a subscriber to our NL, Why Customers Buy, and viewer of our podcast on our new YouTube Channel is in a pickle and needs our help. She asks, Should I move to where my customers are or move them to where I want to be? Now, our first reaction was to tell Claire that she should absolutely meet customers where they are. After all, isn't that the customer-centric thing to do? However, it occurred to us that at one time, we waited in line at the airport to check in, wrote out our bills on paper checks to mail back through snail mail, and bought DVDs and CDs that we had to store on specially made racks in our homes. We did these things because we hadn't moved to digital check-in, automatic bill payment, and streaming. If organizations hadn't moved us to these efficient and easy ways to simplify these tasks, we might still be making small talk with the airline employee or licking envelopes. Since we see that many things that we do today are not the way we used to do things—and realize how much better the experiences are with the new way—it might not be the best things to meet customers where they are. Instead, it might be better to move them where you want them to be. In this episode, we explore the finer points of moving customers to where they want to be and how to manage this process for your organization. You might be surprised to know that giving customers exactly what they want isn't always the best way to handle your customer strategy. Key Ideas to Improve your Customer Experience Another area where some customers might have not realized was a benefit to them is Self-Service, particularly at the supermarket. However, other customers are never going to want to serve themselves there. What is happening here is the idea of customer segmentation. Some customers love taking matters into their own hands; others feel like it's losing something from the experience to have to handle things themselves. How you move these groups to where you want them to be requires a careful look at the value you bring to the experience and framing the change in a way that appeals to each segment. Here are a few other key moments in the discussion: 02:51 We learn about Claire's pickle and how our first reaction was replaced with the idea that it depends on where your customers are and where you are trying to move them. 4:50 Colin shares a story about how self-service at a supermarket showed him how organizations train customers to try new services and having front-line employees there is a great way to do it. 07:58 We discuss how customer segmentation and understanding what customers value is an essential part of managing the process for moving customers, or you can move some of them right out the door. 13:57 Colin describes how he gets his wife Lorraine to update her iOS on the iPhone, a task she detests, by showing her a couple of new features she is sure to value, which is a great example of what to do with customers. 16:48 Colin explains how the Focus feature that came out on Apple's last iOS for the iPhone demonstrated how different people care about different things (customer segments), so getting them to change using the same strategy can be difficult. 23:22 Ryan explains how meeting customer might also mean taking into consideration their cognitive state, and what resources they have for deciding to move forward when you position the change. 26:15 We both share our practical advice for what you can do with this information to move customers where you need them to be. Do you have a business pickle? Tell us about it here. Please tell us how we are doing! Complete this short survey. Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University. Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 35,000 subscribers. How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.