Ian Golding

The bursting of the Tesco bubble. When it comes to Customer Experience, bigger does...

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...

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...

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...

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