Ian Golding

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...

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...

New Posts