Seven Key Strategic Questions Critical to Improving your Customer Experience

Did you miss the Northshore AMA luncheon on January 23, 2013? Best-selling author Colin Shaw shared insights on creating outstanding and memorable customer experiences. Any good customer experience starts with setting a strategy, but what are the key strategic questions you need to ask yourself?

Since 2002, Colin Shaw has developed seven key strategic questions vital for organizations to address that are critical to improving the customer experience. In this presentation, we learned:

  • How organizations that have implemented based on these questions have increased their customer loyalty
  • How they have increased retention
  • How a strategic approach to the customer experience can help you reduce costs.

He has shared the slides from the presentation with us. Access them here: Seven Strategic Questions presentation.pdf to open your mind to new thinking and the realization you don’t know all the answers. Moreover, to understand why you should!

SPEAKER BIO: Colin Shaw is without question a pioneer of Customer Experience. In 2002, he founded Beyond PhilosophyTM, a global customer experience consultancy that helps organizations to create deliberate, emotionally engaging customer experiences that drive value, reduce costs, and build competitive advantage. As CEO, Colin now lives in the Sarasota, FL, and travels the globe from their offices in Atlanta and London. Under his 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.Colin has authored four internationally bestselling business books, including: Building Great Customer Experiences (2002), Revolutionize Your Customer Experience (2005), The DNA of Customer Experience: How Emotions Drive Value (2007), and Customer Experience: Future Trends & Insights (2010). His thought leading work has lead LinkedIN to pronounce Colin as one of the top 150 business influencers worldwide.

Prior to 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, where he led a team of 3,500 employees worldwide.

A sought-after speaker, consultant and executive coach, Colin’s interactive presentation style uses thought-provoking questions, humor and real-life anecdotes to engage, entertain and inform his audience. He had even been known to call organizations live from stage to make a point. Colin is a member of the National Speakers Association, and has presented at countless key note addresses at conferences and association meetings.

Colin is a devoted family man. He is a keen boater, angler and supporter of Luton Town Football Club. Colin collects 1966 World Cup Soccer memorabilia.