Change your thinking before you change your strategy

In another recent HBR article, Mark Bonchek and Barry Libert, argue that organisations wanting to undertake a transformation are in need of a new mental model and new measurement model just as much as a new business model. You… 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 Poor Management Practices are like Viruses

Now we’ve all worked for companies that exhibit poor or bad management practices. Many of us find these practices a great source of frustration. But why do these practices exist? Why do the managers and executives that purport… Read More

What Business Are You In?

Does Cadillac compete with Chevrolet, Ford, and Volkswagen? Nicholas Dreystadt, the German-born service mechanic who took over Cadillac in the Great Depression years of the 1930s, answered: “Cadillac competes with diamonds and mink coats. The Cadillac customer does… Read More

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I J Golding

Customer Experience Consultancy

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provocative conversations: questioning conventional wisdom / stimulating original thinking

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