Ian Golding
Ian Golding, CCXP
A highly influential freelance CX consultant, Ian advises leading companies on CX strategy, measurement, improvement and employee advocacy techniques and solutions. Ian has worked globally across multiple industries including retail, financial services, logistics, manufacturing, telecoms and pharmaceuticals deploying CX tools and methodologies. An internationally renowned speaker and blogger on the subject of CX, Ian was also the first to become a CCXP (Certified Customer Experience Professional) Authorised Resource & Training Provider.
The simplicity of a smile – it’s great for you and your customers!
Smiling – we all do it. Some of us do it more than others, but it is very likely that we will all smile...
‘Thank You’! The two most important ‘Customer Experience’ words of all
an expression of thanks, as by saying “thank you”: I never got so much as a thank-you for helping him. You probably did not need...
‘Thank You’! The two most important ‘Customer Experience’ words of all
‘Thank You’. Two little words. Two words containing a total of eight letters. As a parent you spend most of your life teaching your...
Enterprise Rent-A-Car – Customer Experience Review
The majority of readers of this Customer Experience Review are likely to have hired a car. Whether it be for business or holiday, hiring...
‘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...
Book Review – Delivering Effective Social Customer Service: How to Redefine the Way You Manage Customer Experience and Your...
It is impossible to ignore the fact that customer service has gone all social on us. Our obsession with Facebook, Twitter, Google+, Instagram and...
Fullers Doric Arch – Customer Experience Review
The great British Pub. Whether you live or have ever visited the UK, you are likely to have frequented many. If you are looking...
‘Without customers you would not exist’ – an open letter to all CEOs on behalf of customers everywhere
Dear Chief Executive Officers (of all companies in all industries everywhere) I am writing this letter on behalf of your customers – consumers; businesses;…
The gift that is Customer Feedback. How not to accept it by Southwest Airlines & Easyjet
Customer feedback comes in many different forms. Often sought out by companies, it can be captured via email, web pop up or telephone surveys....
Money Makes the World Go Around…No It Doesn’t – People Do!
A few months ago I saw something on LinkedIn that disturbed me. The advertisement had been created by the internal recruiting team for a...
The bursting of the Tesco bubble. When it comes to Customer Experience, bigger does not necessarily mean better!
I first wrote a blog post about Tesco two years ago. Entitled ‘Tesco: Hero or Villain – You Decide’, I made the case for Tesco...
Acknowledge, Apologise, Address – the 3 A’s of dealing with mistakes!
I have sometimes been accused of intentionally looking for the bad things that organisations do to customers. Whilst it is true to say that...
Wallacespace – Customer Experience Review
I have attended countless number of workshops, briefings, seminars, masterclasses and conferences over the last 19 years. During that time I have had the...
Our policy says… – Why sticking to the rules can lose you customers
Who was it that said ‘rules were meant to be broken’? Depending on what you believe via the World Wide Web, the source ranges...
The Net Promoter Score No No – Do not use NPS if it makes no sense to do so
Net Promoter Score (or NPS as it is also known) has been written and spoken about thousands of times over the last few years....
Pride, passion and process – three components that drive McDonald’s
The chap in the middle of this photograph – the man in yellow dressed as a member of McDonald’s crew - is in fact pretending....
Don’t be afraid to talk to customers! My number 1 Customer Experience leadership tip!
It never ceases to amaze me how often I hear stories describing senior leaders lack of desire to speak to, meet or have any direct...
Customer Experience is Dead – The case for the defence (no it’s not!)
Two weeks ago I wrote a blog post suggesting that Customer Experience as a concept and a reality was very much dead. Citing three...
JW Marriott Kuala Lumpur – Customer Experience Review
This is the second Customer Experience Review I have conducted in the last couple of weeks. Two weeks ago, I wrote my first review...
I hate that roundabout! – How a road junction can act as an analogy for a bad customer experience
Hangar Lane Gyratory System We all have road junctions that we hate driving in, around, or through. If you are reading this from the UK...