Colin Shaw talks with Jason Barnard about UX is dead, long live CX (Customer experience is key).

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. Shaw's customer experience consulting firm, Beyond Philosophy LLC, has been recognized by the Financial Times as one of the leading business consultancies for the past four consecutive years. Shaw co-hosts the highly successful Intuitive Customer podcast, ranked in the top 5% of all podcasts by BuzzSprout.

Understanding people's experiences is important for any business, whether it's a small, emerging startup or a seven-figure company. How people - your company's customers, users or clients - feel and what they think about their experience doing business or using your company's products or services matters. But (oooh!) there's a huge difference between customers, users and clients.And knowing what customers want can be a huge challenge. That means thorough market research is essential... alongside looking at what customers actually do (as opposed to what they say they will do) and a good dose of behavioural science. 

In this fantastic episode with Jason Barnard, Colin Shaw shares his extensive knowledge of customer experience. He also gives great advice on how to build long-term customer relationships and why marketers should focus on customer experience. 

As always the show ends with passing the baton… Colin delightfully passes the virtual baton to next week’s wonderful guest, Meredith Kallaher.

What you’ll learn from Colin Shaw

00:00 Colin Shaw and Jason Barnard01:20 Colin Shaw’s Brand SERP and Knowledge Panel03:09 Jason Barnard’s Knowledge Panel Tips03:51 Getting a Knowledge Panel for a Podcast05:49 Why You Should Focus on Customer Experience06:37 How Important It is to Understand People's Experience07:07 Colin Shaw’s Four Elements to Understanding Customer Experience07:10 First Element: Understanding What Customers Do07:23 Second Element: Understanding How Customers Feel07:40 Third Element: A Deliberate Customer Experience09:57 Fourth Element: Understanding Why Customers Do What They Do10:56 Colin Shaw’s Definition of “User”12:17 The Difference Between Customers and Clients14:13 What is Customer Centricity?14:53 How Do You Know What Customers Want?15:22 Three Ways to Find Out What Customers Want.15:27 First: Customer Research16:18 Second: Looking at What Customers Do17:38 Third: Looking Through Behavioural Science20:11 What are the Most Important Things for Customers?24:52 How to Build Customer Relationship Without Spending a Lot of Time and Resources26:52 How to Build Long-term Customer Relationships31:02 Passing the Baton: Colin Shaw to Meredith Kallaher

This episode was recorded live on video September 6th 2022

Recorded live at Kalicube Tuesdays (Digital Marketing Livestream Event Series). Watch the video now >>