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

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

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

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…  

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

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