Changing the mindset, one outcome at a time
Customer Outcome Management will fundamentally change the approach you take - to everything. In my earlier article, I introduced the concept of outcome-based thinking. It’s best illustrated by an example…
Ten tell-tale signs that show you’re not that customer-centric
It’s not what you say, it’s what you do (or don’t) Are you customer-focused, customer-driven or customer-centric? If you’re any of those things that’s probably why you’re reading this, but…
Customer Experience in Healthcare – How Bupa Arabia has created extraordinary performance growth using customer innovation principles
“World-class” is a term that should only be used for those companies that perform way above the norm. When you drill down to what “world-class” companies do differently, the logic…
The importance of customer culture – an interview with Chris Brown
This year, Ian Golding (that’s me), will officially become the author of a book. A lifetimes ambition, I am beyond excited!! However, I would never have got to the point…
Image: Google
Google’s Christmas Shopper Typologies
Google’s Christmas Shoppers – 4 Typologies with different buying behaviour. You can be sure that all 4 types use their Smartphones! “First they research, then they buy.” In fact, all…
Buster Keaton's approach to housebuilding is still alive and well nearly 100 years on
Time to junk the satisfaction survey
Why your customer strategy should focus on complaints I was half listening to the news the other day when I heard a story about a couple who were selling their…
Customer Experience is stalling around the world! What next?
We identify five actions to get on the road to customer-centricity Customer Experience (CX) is apparently stalling around the world. The concern started with Forrester’s annual US Customer Experience Index…
Is it time to retire Customer Success Management?
It’s nothing to do with the customer One of the craziest, most limiting roles to have emerged in recent years is Customer Success Management. It’s a relatively new position –…
Most strategies don’t work! Here’s how to have one that does
Most organisations have a strategy, and many devote some of the best and smartest brains in the organisation to developing and implementing it. Almost all of this falls short in…
Thinking outside the box – the basis of innovative thinking
To get an understanding of customer outcomes, learn to think divergently We have all used the term “Thinking Outside the Box” at some stage. I knew a few people who…