product centric Archives

What is wrong with Virgin Media? a story of pain, frustration and dreadful Customer Experience
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What is wrong with Virgin Media? a story of pain, frustration and dreadful Customer Experience

Customer Journeys, Customer retention and loyalty, Recovery

What is wrong with Virgin Media? a story of pain, frustration and dreadful Customer Experience

If you are a regular reader of my blog, you will be aware that I am regularly referred to stories of both great and not so great Customer Experiences. As I am a big believer in the use of stories to bring Customer Experience to life, I feel that I am very fortunate to be [...]

By Ian Golding|2015-04-13T15:31:52+01:00November 10th, 2014|Customer Journeys, Customer retention and loyalty, Recovery|17 Comments

‘More than just the product’ – the evolution from product centric to customer centric
‘More than just the product’ – the evolution from product centric to customer centric

Customer Journeys, CX Strategy, Retail

‘More than just the product’ – the evolution from product centric to customer centric

I recently read an interesting article about book stores. The very first sentence of the article stated: ‘Independent bookshops need to make readers feel special in order to compete in the internet age, say book trade experts’ You would find it hard to disagree with the statement. The number of Bookstores physically present on UK [...]

By Ian Golding|2015-04-13T15:38:00+01:00August 14th, 2014|Customer Journeys, CX Strategy, Retail|1 Comment