Customer Journey Archives - Page 3 of 3

Facebook is not even 10 years old! How technology and innovation is influencing the customer experience
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Facebook is not even 10 years old! How technology and innovation is influencing the customer experience

Communication Channels, Customer Journeys, Social Media, Technology

Facebook is not even 10 years old! How technology and innovation is influencing the customer experience

My eldest daughter Ciara is 10. When she came into the world, Facebook did not exist. It was still just an innovative idea being developed in the mind of its founder, Mark Zuckerberg. A little over three years ago, the iPad did not exist. First launched in April 2010, it is hard to remember what life was like without [...]

By Ian Golding|2015-04-13T13:26:58+01:00October 8th, 2013|Communication Channels, Customer Journeys, Social Media, Technology|3 Comments

‘If we close our eyes, they may go away!’ How bad must things get for a company to listen to its customers?
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‘If we close our eyes, they may go away!’ How bad must things get for a company to listen to its customers?

Customer retention and loyalty, CX Strategy

‘If we close our eyes, they may go away!’ How bad must things get for a company to listen to its customers?

I have often wondered how bad things need to be for organisations to recognise that they have a problem. Hopefully it is not at the point that there is a loud knock on the door with a large van outside waiting to remove valuables from head office! In a world where most large companies profess to [...]

By Ian Golding|2015-04-13T13:27:14+01:00September 19th, 2013|Customer retention and loyalty, CX Strategy|2 Comments

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