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

Building an Internal Design Team

A recent post by Nova Franklin of Meld Studios highlights the issues with finding appropriate talent when trying to build an internal design team. People with skills in service design, human-centered design, design thinking, experience design, as well… Read More

Design Thinking & IT SDLC Process

A recent opinion piece, “Why ‘Design Thinking’ is becoming a game changer for many enterprises” by Dmitri Khanine on cio.com, articulates how Design Thinking can be leveraged to improve, if not transform, the typical legacy IT Software/Solution Delivery… Read More

Integrating Design Thinking into Corporates

A recent article on Marketing, was an interview with Telstra’s head of design practice, Cecilia Hill, discussing how she is integrating Design Thinking into Telstra. Following is a slightly abridged version of the article. You can read the full… Read More

Alternative Measures To Improving Customer Service

A recent Harvard Business Review article, Revolutionising Customer Service, has articulated four recommendations aimed at doing things differently, or in other words, doing the opposite to “conventional wisdom”. The summary is as follows: Don’t start with customer facing… 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 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

Customer Experience Consulting

Customer Experience, Strategy, Leadership and Digital Transformation

I J Golding

Customer Experience Consultancy

Virgin - Richard

Customer Experience, Strategy, Leadership and Digital Transformation

successfulcustomeroutcomes.net

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