Human centric brands

Silicon Valley brand guru, Allen Olivo, recently spoke at an industry forum, where he highlighted how important it is for brands to be human. “You don’t want to have to keep rebuilding and rebranding your company and lose… Read More

Gatorade revitalized by reconnecting with the core customer

In a recent HBR article, David Robertson highlights how Gatorade addressed a decline in sales by re-engaging with its core customer – the elite athlete. They found that while elite athletes needed to hydrate throughout competition, they also… Read More

A Customer Centric Vision

A recent blog post from Annette Franz reminds us of the importance of a company vision statement that captures the essence of what the company aims to do for customers. As Franz explains, A well-defined and clearly-communicated vision… Read More

Are you Customer Centric or Competitor Centric?

In a recent guest post on HBR, Tara Nicholle-Nelson, explains that companies need to obsess over their customers, not their rivals. As she explains, “The question is not who your competition is but what it is.” Your competition is any… Read More

Aussie and example of Australian companies that ‘get it’

It was good to see at a panel discussion at this year’s annual CMO, CIO and ADMA Executive Connections breakfast event, evidence that some Australian companies are really starting to get what it means to be customer centric…. Read More

Why surveying customers is a waste of time…and money!

A recent survey by James Dodkins at the BP Group helps articulate why surveying customers is a waste of time and money. Shutting down any customer survey functions or activities within an organisation represents one of the ‘quick… 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

HR departments have to change

Just as businesses start focusing on being ‘customer centric’ and developing a ‘customer experience’ that will ensure customers want to repeatedly do business with them, there are many arguing that to be ‘customer centric’, is really to be ‘human… Read More

Towards Customer Obsession

In a recent interview with Tech2, Ashutosh Sharma, VP and research director at technology and market research company Forrester, decreed that organisations “need to go beyond customer-centric to become customer-obsessed” as part of the ongoing digital transformation. …digital transformation… Read More

Hassle Maps Another Perspective

In a recent article by Annette Franz on her CX Journey Blog, Annette sited an interview on Inc. where Adrian Slywotzky explained “Hassle Maps”. Whether you’re talking about a consumer or a corporation, a hassle map defines all of the… Read More

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