Big Corporates Becoming ‘Customer Centric’?

A recent article on CMO, recently articulated what one big Australian Corporate, AMP, is doing to become customer centric. The company kicked off the journey in 2013, appointing its first chief customer officer, Paul Sainsbury, as well as… Read More

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

Three P’s of a Customer’s Experience

The folks at Disney Institute remind us that exceptional customer service or more accurately the customer experience, is more than just great customer service delivered by people. In fact, exceptional service derives from the intersection of process, place… Read More

The Wood for the Trees?

With all the material that is generated in respect to being Customer Centric, or Outside In, or Customer Experience Management, etc, it is easy to forget what matters most. Christopher Frawley reminds us in no uncertain terms, that… 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

A Remarkable Experience

Customer Experience blogger, Annette Franz, recently commented on the common mistake of the ‘herd’ following the leaders of customer experience instead of forging their own paths. Franz sites the following research… A few years ago, researchers at Leeds… Read More

Customer Journey’s As Products

A recent Harvard Business Review article, Competing on Customer Journeys, has highlighted the shift to treating Customer Journey’s as products that are sold. The following example is an excerpt from the article… Consider how one company, Oakland-based Sungevity,… 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

Employee Engagement and Customer Experience

In a great post by Colin Shaw, Colin explains how many organisations are failing to link Customer Experience and Employee engagement programs together. Foresee, a Customer Experience analytics firm, examined the results of two studies that used their… Read More

Customer Loyalty Means What?

Annette Franz recently authored a post asking if readers new what Customer Loyalty is. You can read the full post here.  Annette ended the post by asking the question again but this time a little more closed, as to… Read More

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