ijgolding
AUGUST 13, 2014
In 2009 one of the most prominent collapses in the industry came with the demise of Borders. To survive in our increasingly customer/consumer driven world, it is vital that all organisations understand the importance and necessity of evolving to becoming customer centric. You can read the article in full here.
Retently
JULY 28, 2023
How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?
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ClearAction
OCTOBER 25, 2022
Success factors for Align and Embed maturity levels are your methods for facilitating automatic CX excellence: Ask: how you collect customer insights sets the stage for how customer-centric you run your business. Absorb: how you share CX insights shapes managers’ absorption of keys to customer-centric management.
ijgolding
MAY 21, 2018
In the UK, retailers have been struggling with this concept since the demise of 100-year-old Woolworths in 2009. Do we know what our purpose is and how we are going to make it a reality for our customers? Is our purpose still relevant to our customers? My book, ‘Customer What? – You can read my column here!
CSM Magazine
FEBRUARY 7, 2023
The result of such workarounds regularly translates to a degradation of the customer experience. We saw this in the last big recession spanning 2007-2009. The customer was often abandoned, left feeling disappointed. Think about the end-to-end customer journey. Unleash the chatbot!
ijgolding
AUGUST 3, 2018
In the UK, retailers have been struggling with this concept since the demise of 100-year-old Woolworths in 2009. ; and ‘how are we going to continue to make our purpose a reality?’; they would have realised that things needed to change. Exactly why businesses are struggling to transform themselves is an interesting question.
Forrester's Customer Insights
NOVEMBER 1, 2018
Forrester’s customer experience Forums are in their tenth year — from our first one in 2009 in New York, they’ve grown and spread to San Francisco, London, Singapore, and other cities around the world and become yearly destinations for CX pros far and wide. CX Europe 2018 is just 10 days from now — Tuesday […].
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