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