Dare to be Different – The ‘Dignity in Diversity’ of Customer Experience

People often ask me where the inspiration for my blog posts comes from. Whilst there is no single answer to this question, I will say that the best blogs are usually those that are unplanned. In other words, I am regularly inspired by the things I see and hear - my posts will almost always [...]

London Underground – the case study for business transformation

If you live or have been in London for the last two days, it will not have escaped your notice that something unusual is happening. Two trade unions who represent some London Underground staff have sparked a 48 hour strike in response to their disagreement with London Underground management over planned ticket office closures and [...]

By |2015-04-13T13:23:42+01:00February 6th, 2014|Customer Journeys, General, Travel|3 Comments

‘A picture is worth a thousand words’. Do you know what technology can do for your customer experience?

Only a couple of weeks ago, I wrote a blog post on the subject of technology and how it is having such a significant influence on the customer experience. If you did not get the chance to read it, you can do so here - https://ijgolding.com/2013/10/08/facebook-is-not-even-10-years-old-how-technology-and-innovation-is-influencing-the-customer-experience/. It is very difficult to dispute the fact that [...]

By |2015-04-13T13:26:35+01:00October 30th, 2013|Technology|1 Comment

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 [...]

Building a Customer-Centric Culture– it’s all about the 3 L’s!

Whenever you start to talk about the concept of a 'customer centric culture', you run the risk of doing the following: Sounding as though you have magic powers that can 'change the world' Sounding ‘fluffy’ Sounding like a ‘consultant’ Now there is nothing wrong with any of those things in principle. I have always aspired [...]

By |2015-04-13T13:27:06+01:00September 30th, 2013|CX Professionals, General, People|2 Comments

Re-invention and innovation – why we should all admire Littlewoods

When was the last time you visited a Littlewoods store? Think about it........been a while? Well it would have been at least 8 years ago to be precise. It is all too easy to forget that this icon of British retailing disappeared from our high streets in the mid noughties. Unlike recent retail casualties though, [...]

By |2015-04-13T14:03:51+01:00February 4th, 2013|Customer retention and loyalty, Retail|2 Comments
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