Stuck on a problem? Try ‘wrong thinking’

In a recent HBR article, Ayse Birsel, discusses one of many tools used by designers and problem solvers to brainstorm and overcome problems – wrong thinking. Wrong thinking is essentially about coming up with the worst possible idea… Read More

A Case Study In Re-branding Using Design Thinking

Earlier this year, an Australian based company specializing in helping organisations improve their customer experience using Design Thinking, The Customer Experience Company, re-branded itself after 15 years of considerable growth. They also created and moved into an entirely… Read More

Education on Trial

In a previous post of mine titled A New Education System, I collated a number of videos from Sugata Mitra’s TED Talk, ‘Build a School in the Cloud’, to an animated video of a talk ‘Changing Education Paradigms’, given… Read More

Unlearning old ways

In a recent HBR article, Why the problem with learning is unlearning, Mark Bonchek contends that in this age of Digital disruption, companies have been too focused on learning new ways of doing things and have not paid enough… Read More

Blue Ocean Analytical Tools

Following are three analytical tools used in the formulation of a Blue Ocean Strategy. The three tools we will look at are: Strategy Canvas Four Actions Framework Eliminate-Reduce-Raise-Create Grid The Strategy Canvas The Strategy Canvas is both a… Read More

The red ocean or the blue?

I have recently read the “international bestseller” Blue Ocean Strategy and found it a very insightful read. A blue ocean is essentially an uncontested market space where there are no competitors allowing the company that creates it to excel. However, a… Read More

Product Thinking in a Service Dominant World

I’d like to highlight a recent post by Kimberley Crofts of Meld Studios which captures one of the core problems with legacy corporates and their adoption of a Customer Centric mindset. It’s “the problem with product-led thinking in… Read More

IAG and Design Thinking

Check out how IAG are embedding Design Thinking within their organisation.

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

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Customer Experience, Strategy, Leadership and Digital Transformation

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Customer Experience Consultancy

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provocative conversations: questioning conventional wisdom / stimulating original thinking

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