Ian Golding

The Interconnected Employee-Customer Chain. Are Your Customer Experiences Supported by ALL Employees, Partners, and...

I am extremely fortunate to be afforded the opportunity to share my knowledge and passion all over the world. This year, the number of...

The customer conniption! Identifying the ‘final straw’ moment

Every day, every week, every month, every year, I learn something new. It is one of the reasons I obsess with calling myself a 'specialist', not an 'expert'. Specialists never stop learning and I am regularly reminded that there nuggets of knowledge waiting around every corner. A few weeks ago, a fellow Customer Experience Specialist [...]

The post The customer conniption! Identifying the ‘final straw’ moment appeared first on I J Golding.

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 of being on the brink of achieving my ambition without the support of many people. A significant amount of support came via my crowdfunding campaign [...]

The post The importance of customer culture – an interview with Chris Brown appeared first on I J Golding.

Customer Happiness: the story of the Gulf Customer Experience Awards

2018 is the first calendar year in my career as a global customer experience specialist that I have looked forward more in hope than expectation. My last article of 2017 explained why I have a number of concerns regarding the evolution of Customer Experience around the world. So as I boarded my flight to Dubai [...]

The post Customer Happiness: the story of the Gulf Customer Experience Awards appeared first on I J Golding.

Customer or Hostage? The unfortunate story of the UK passenger rail industry

If you happen to live in the UK and regularly have to rely on public transport to commute to and from work, the heralding of a brand spanking new year is unlikely to have filled you with much joy - from the commuting perspective that is. Travelling to and from work can rarely be described [...]

The post Customer or Hostage? The unfortunate story of the UK passenger rail industry appeared first on I J Golding.

The Customer Experience ‘7 Year Itch’! A frank and honest assessment of the CX...

As we approach the end of another calendar year, it is always appropriate for bloggers, writers, thought leaders and professionals in general, to reflect...

Understanding the Employer Journey — The Employee Engagement Loop

Last week I had a fascinating conversation with a peer of mine – a fellow Customer Experience Professional. James Dodkins is as passionate about...

‘Welcome to our kitchen’! Would you have the courage to invite customers into the...

Allow me to start this post by asking a question. What happens when two Customer Experience Professionals visit a restaurant together for the first...

Customer Centric Leadership: Are You Investing in the Organisational “Ecosystem” or Your Personal “Egosystem”?

In last month’s column, I asked the question, ‘Are you a Leader or a Follower?’ The question was a precursor to defining why Customer...

Customer Effort: How to Make Things Difficult for Customers, by Premier Inn

This is the not the first article I have written about the subject of Customer Effort. In 2014, I wrote a story that still...

Customer Experience 2017 Reality Check – Evolution or Revolution?

This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience...

What does it really mean to be a Customer Experience Professional?

Last week I had the honour of being a judge at the 8th annual UK Customer Experience Awards. The fact that I have now...

WANTS and NEEDS – When it comes to customers do you really know the...

Last week, on more than one occasion, most of us would have heard someone saying, writing or shouting, words to the effect of ,”I...

Are You a Leader of a Follower? Why Customer Experience Needs Good, Strong Leadership

People regularly share stories with me that inspire my writing. This story is of a young lady...

Taking Ownership – key to the success of your approach to Customer Experience

As we head into the middle of September, as many people are reaching towards the back of their wardrobes to find their winter jumpers...

Is Your Organisation “Ready” to Become Customer Centric? The Customer Experience Readiness Scale

Have you ever wondered whether there is really any hope for your organisation? Have you ever turned...

Engaging your people with CX: Introducing the Customer Experience Game

  A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of...

6 Things All Customer Centric Leaders Do

Looking back through my articles over the last few months, a great number have made the connection...

Whose job is it anyway? The importance of accountability in the world of Customer...

I absolutely love it when people share things with me that I have never come across before. It is why I am so adamant...

The 14 Leadership Principles that Drive Amazon

Over the last five years, a small number of organisations have featured multiple times in my writing. In the vast majority of cases, I...

New Posts