Change your thinking before you change your strategy

In another recent HBR article, Mark Bonchek and Barry Libert, argue that organisations wanting to undertake a transformation are in need of a new mental model and new measurement model just as much as a new business model. You… Read More

Baggage Collection…A Moment of Truth

An often annoying, sometimes painful,  ‘Moment of Truth’ for airline customers (with checked baggage) along their customer journey, is collecting their bags on arrival. WestJet accented this Moment of Truth brilliantly to deliver a ‘Moment of Magic’ with their… Read More

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Customer Experience, Strategy, Leadership and Digital Transformation

I J Golding

Customer Experience Consultancy

Virgin - Richard

Customer Experience, Strategy, Leadership and Digital Transformation

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Customer Experience, Strategy, Leadership and Digital Transformation

The All Things Customer Blog

provocative conversations: questioning conventional wisdom / stimulating original thinking

Seth Godin's Blog on marketing, tribes and respect

Customer Experience, Strategy, Leadership and Digital Transformation