disruption Archives - I J Golding

How NOT to survive in a disrupted world – the case study of UK retailer, FatFace
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How NOT to survive in a disrupted world – the case study of UK retailer, FatFace

Customer Journeys, Customer retention and loyalty, CX Leadership, CX Strategy

How NOT to survive in a disrupted world – the case study of UK retailer, FatFace

The word 'disruption' is one of the most commonly used with reference to business and commerce around the world today. It des not matter which industry your organisation is a part of, every traditional business is being challenged in ways they could never have imagined when they were founded - whether it be as long [...]

By Ian Golding|2018-08-03T08:05:04+01:00August 3rd, 2018|Customer Journeys, Customer retention and loyalty, CX Leadership, CX Strategy|2 Comments

Customer experience does not apply to us – ‘we’re different’! Is it possible to be a genuinely ‘customer centric’ law firm?
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Customer experience does not apply to us – ‘we’re different’! Is it possible to be a genuinely ‘customer centric’ law firm?

Customer retention and loyalty, CX Strategy

Customer experience does not apply to us – ‘we’re different’! Is it possible to be a genuinely ‘customer centric’ law firm?

Let me set a couple of things straight before I even start this blog post. Whilst the title suggests that I am focussing on one particular industry, the essence of what you are about to read can apply to many industries and professions all over the world. I must also make it clear that I [...]

By Ian Golding|2015-04-13T15:26:39+01:00December 3rd, 2014|Customer retention and loyalty, CX Strategy|11 Comments