Ian Golding

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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