Fee band from £ 4000 - 7000
Colin Shaw is a leading expert in the Customer Experience. He helps organisations think through the ramifications of commoditising global
markets and how this affects relationships with their customers. He shows how building great Customer Experiences adds value, links with the brand and can become a key differentiator that substantially increases customer loyalty and revenue whilst reducing costs.
Colin uses concepts backed up by real-life case studies to demonstrate his key points. Launched worldwide in late 2002, Colin’s book, “Building Great Customer Experiences” sold out within just eight weeks and is now on a third reprint. The book is also a global best-selling business book on Amazon. Due to its success it will appear in paperback in late 2004.
Colin is now in the process of writing his second book which will be published globally in late 2004. This takes the concepts of the Customer Experience to the next level and is sure to be a great success. He has had articles published in The Times, The Independent, Marketing, Marketing Week, Customer Management, Utility Week and many other business publications.
Recognised globally as a leading authority on the 'Customer Experience', Colin has delivered a myriad of thought-provoking, interactive and entertaining speeches to audiences all over the world. He is an acclaimed author of the Amazon business best-selling book, Building Great Customer Experiences' and a founding partner of Beyond Philosophy, a leading Global provider of management consultancy, training and implementation.
Areas of Expertise
Colin's business vision, concise messages and expertise place him in high demand on the international business speaking circuit. His numerous appearances include:
CNN, BBC TV, BBC Radio 4 & 5, LBC Radio and ITN Radio and many "phone-in" programmes.
The North American and European Conferences on Customer Management
Internal conferences including Bell Canada , Dell, T-Mobile, Barclays, and the Bermuda Tourist Board to name but a few
Speaking recently at a post-conference workshop normally attended by 30 delegates, Colin's compelling arguments and personable style resulted in over 100 people attending and the organiser having to turn people away due to lack of room!
Live calls from stage!
To make serious points in an amusing and unique way, Colin can make live phone calls to companies from stage as part of his speech! You can't script what people say!
Once Colin asked a famous financial services provider if he could speak to the Customer Services team? Their reply? "They don't talk to customers!"
Audiences are amazed by his audacity and improvisation as Customer Experiences are shared at first hand! It certainly makes for a memorable speech!
Colin is also a very popular speaker at internal company conferences. As a result of his activities Colin’s is kindly being called by others:
“Guru of the Customer Experience”
Colin is an interactive, thought provoking and accomplished speaker who has delivered many key-note speeches.
Working with companies at board level on a worldwide basis, Colin helps them to understand the implications of the Customer Experience market and what they need to do to prepare themselves for the future.
Colin has also visited No.10 Downing Street on a number of occasions to advise the Government on the public service’s Customer Experience.
Colin has enjoyed over 20 years of experience working in blue chip companies, including Mars Ltd, Rank Xerox and BT. He has worked at a senior level in a number of different functional areas including Sales, Marketing, Customer Service and Training. This in turn gives him a very rounded approach to business.
His final position in corporate life was as Director (VP) of Customer Experience at one of the world’s largest global companies, leading over 3,000 people. Colin knows what makes businesses tick and understands the trials and tribulations of running operational units, including the pleasures, the pitfalls, the politics and the policies.
Colin now indulges in his real passions; creating and managing organisational change, strategic thinking, developing original concepts, inventing innovative but realistic solutions and critically working out how these can be practically implemented.
Speaking recently at an internal TNT conference, Bob Black, Managing Director at TNT Express Specialist Services, commented;
"I found his speech captivating. Not only was it delivered in an innovative and entertaining way, but it contained so much thought-provoking material. I would not hesitate in using Colin Shaw again."
Following an internal conference at Your Communications, Hugh Logan, the Managing Director, recently remarked;
"Colin delivered the Customer Experience message in an engaging and interactive way. I have no hesitation in recommending Colin as a speaker."