Ian Golding

Guilty before proven innocent – how not to treat your loyal customers

I sometimes come across stories that make me question whether or not the principle of ‘customer experience’ is even scratching the surface in society...

Was everything ok with your stay sir? Why welcoming all types of customer feedback...

As consumers, we are asked our opinions on a regular basis. On any given day we could be asked if we are happy with...

CEO – Chief Executive Officer or Chief Experience Officer?

I am asked many questions about customer experience on a weekly basis. Some questions are delivered face to face, others are in the virtual...

Customers; Colleagues; Shareholders. Which one should your business put first?

At first glance, the title of this blog post may seem like a simple question. In fact, the order of the three key ‘stakeholders’...

Woah there tiger!! Beware what and how you react to social media

The benefits of social media in the business world have been a hot topic of conversation for a few years now. Many businesses have...

‘The lost suitcase and a grumpy old man’ – a story about employee engagement

Customer centric organisations tend to have a number of things in common. They typically have management teams who collectively believe in the importance of doing...

Excuses, excuses – why justifying and defending are customer experience cardinal sins!

Regular readers of my blog know that I often write about experiences of my own. I am a huge believer in using story telling...

London Underground – the case study for business transformation

If you live or have been in London for the last two days, it will not have escaped your notice that something unusual is...

Wake up, do stuff, go to bed, wake up again – understanding the true...

Have you heard the term ‘customer journey’? Silly question eh? It is becoming increasingly difficult to find anyone in business who has not heard...

Do you love Aldi? What other brands could learn from the Aldi experience

Let me get one thing straight – I do not love Aldi. However, just to confuse you, I can also say that I do not dislike...

Are you a Leader of a Follower? Why customer experience needs good, strong leadership

Over the weekend, I was told a lovely story that has inspired this blog post. The story was of a young lady who was...

Park Slope Food Co-Op

Have you ever been in a situation as a customer where you have thought you would/could do a better job yourself? Have you stood...

Could you care less?’ Why ‘caring’ is essential if you want to deliver great...

This is a tale that readers of my blog are likely to empathise with. It is a tale of large organisations who purport to...

What has customer service got to do with me or my firm? Are the...

I am often asked where my passion for 'the customer' came from. Where did the motivation to focus my career on helping organisations deliver...

Customer experience is for life, not just for Christmas!

It may have escaped your notice, but it appears as though Christmas is coming. The eagle-eyed amongst us will have noticed Christmas displays being...

Recommend? Tweet? Do customers really do it?

Have you ever been asked the Net Promoter Score (NPS) question? Do you even know what Net Promoter Score is? Despite the fact that...

What irritates customers most? The top five irritations revealed!

A few weeks ago, I decided to conduct some independent research. I wanted to know what was really important to us as customers of...

Customer Promises – a great thing

Thousands of customers of one of the UKs largest utility companies, SSE, received an interesting letter this week. If you are not a customer...

Customer Service or Customer Experience? What exactly does customer experience mean?

CS Vs CX I am not the first, and will certainly not be the last professional person to work in and around the 'customer experience'...

What do customers really want? The top five most important things revealed

A few weeks ago, I decided to conduct some independent research. I have always been intrigued to know exactly what is most important to...

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