Innovation at Nordstrom

Nordstrom is a recognised leader in Customer Service and the Nordstrom Innovation Lab is an example of why. Check it out here… and for a more detailed look…  

Big Data does not have all the answers

An insightful article by Martin Lindstrom, on why everything we learn about customers from analysing (Big) data is, well, not everything. Martin uses the example of LEGO, and the numerous ‘big data’ studies LEGO commissioned that saw the… Read More

Hearts, then Charts

A few months ago US based consultancy, Be Almighty, released a whitepaper entitled Hearts, then Charts. Its focus is on executing Customer Centricity. The ‘age of the customer’ was to usher in a new era of organizational focus… Read More

Hearts Then Charts

Ian Golding recently highlighted a great white paper by Almighty, a digital advertising agency. You can download the whitepaper here. The findings include only 2 of the 30 use consistent descriptions of their customers across product, marketing, and sales… Read More

10 Loyalty Lessons From Brands With Superfans

Geoff Smith, SVP of Marketing at CrowdTwist, recently posted an article on Inc.com about brands with “super fans”. Customer loyalty is at the root of success for any lasting business. And when that loyalty turns into passionate advocacy,… Read More

Segment Customers By Their Needs

Traditional market segmentation methods, including those I was taught when studying an MBA, focus on segmenting (a.k.a pigeonholing) customers based on criteria such as: demographics (age, sex, marital status, income), geographic (country, post code), behavioral (attitude towards, usage of… Read More

Customer Experience Consulting

Customer Experience, Strategy, Leadership and Digital Transformation

I J Golding

Customer Experience Consultancy

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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