Ian Golding

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...

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...

Customer Experience is Dead – the case for the prosecution!

Over the last ten years, I have observed and been part of a tidal wave of focus on Customer Experience. Despite the fact that...

Wotton House Hotel – Customer Experience Review

One of the occupational hazards of being a Customer Experience Specialist is that I have to travel a lot. Both in the UK and...

Desire, Character & Togetherness — Lessons in leadership from the Orient — Leyton Orient!

For almost all of my 41 years I have been a proud supporter of the second oldest football team in London – Leyton Orient....

Cost Out – Experience In. The formula for business transformation

In the last twenty years I have worked for a range of different organisations of varying shapes and sizes. I started out with a...

Cost Out – Experience In. The formula for business transformation

In the last twenty years I have worked for a range of different organisations of varying shapes and sizes. I started out with a...

Social Media – thorn in your side or invaluable CX insight?

Five years ago I attended a Customer Service conference. One of the topics on the agenda was Social Media – I cannot remember the...

McDonalds and the 100 year old woman — a story of customer empathy, kindness...

This is Pauline Golding, pictured with her three great-grandchildren, Ciara, Caitie and Jack. On the 1st May my grandma celebrated her 100th birthday. To...

Cafe Rouge – Customer Experience Review

This is the first time I have written a review about a restaurant. Although I am not a restaurant critic, I would love to be...

British Airways – Customer Experience Review

I recently wrote a Customer Experience Review of Ryanair. Whilst the results were not spectacular, elements of the experience surprised me. It is without any...

First Impressions – how an airport can demonstrate the importance of creating the right...

I am writing this blog post late into the night on the 30th April 2014. For a while I have intended writing a post...

John Lewis’s greatest challenge – the omni channel customer experience!

It is difficult to find anyone who does not like John Lewis. It is difficult to find anyone who does not trust John Lewis....

Ryanair – Customer Experience Review

It is important for me to admit at the start of this review that I have never been an advocate of Ryanair. Many have...

Common Sense – the not so magic ‘customer experience’ ingredient

Last night I stayed in a rather lovely hotel in Wimbledon. At £275 a night, you would expect the experience to be worthy of...

Currys PC World – Customer Experience Review

Many congratulations to Currys PC World for being the first to feature in my new series of ‘customer experience reviews’ that will become a staple on...

I just want to charge my phone!! Innovation is critical in continually improving the...

There are many occasions when I am at risk of sounding like a stuck record. Akin to a ‘grumpy old man’, poor Mrs Golding has...

Verified by Visa – security or stupidity? Are we unintentionally making customer experiences too...

As a consumer, there are occasions when I am interacting with an organisation that my heart genuinely sinks. There are times when I think...

Why would you recommend Virgin Trains? Why NPS should not be the default question...

Virgin Trains – why would you recommend them to anyone when there is no other option? I am very fortunate to work with and alongside...

New Posts