Ian Golding

Are You a Leader of a Follower? Why Customer Experience Needs Good, Strong Leadership

People regularly share stories with me that inspire my writing. This story is of a young lady...

Taking Ownership – key to the success of your approach to Customer Experience

As we head into the middle of September, as many people are reaching towards the back of their wardrobes to find their winter jumpers...

Is Your Organisation “Ready” to Become Customer Centric? The Customer Experience Readiness Scale

Have you ever wondered whether there is really any hope for your organisation? Have you ever turned...

Engaging your people with CX: Introducing the Customer Experience Game

  A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of...

6 Things All Customer Centric Leaders Do

Looking back through my articles over the last few months, a great number have made the connection...

Whose job is it anyway? The importance of accountability in the world of Customer...

I absolutely love it when people share things with me that I have never come across before. It is why I am so adamant...

The 14 Leadership Principles that Drive Amazon

Over the last five years, a small number of organisations have featured multiple times in my writing. In the vast majority of cases, I...

The Customer Experience Reality Check! The case of Manchester Airport

Resignation. Sufferance. Tolerance. Three words from the English dictionary. Three words that you would not typically want to associate with the subject of Customer Experience....

Connecting People: The Key to Customer Centric Leadership

Over the last 22 years, I have worked in and with businesses of all shapes and sizes,...

Eurostar est Shambolique: It’s not just the airlines who need to get their act...

I have just returned from a wonderful four-day city break to Paris. Family time, glorious weather (in the main) and one of the world’s...

Customer Experience – that’s all just fluffy nonsense, isn’t it?

For much of my career, I, like many of my peers, have had to suffer what I like to call the ‘rolling eyes phenomenon’...

Role model customer centric leadership: why I am a huge fan of Jeff Bezos!

Most human beings have a small number of people they consider to be their ‘heroes’. For some, it is a relative – their mother,...

How Getting Recognition and Building Authority Can Advance Your Customer-Centric Culture

When I first conceived the idea for the article I wrote in my exclusive CustomerThink column in...

Customer Experience Benchmarking: beware how you use it!

If you have read my articles in the past, you will know that I am an ardent fan of investigating the definitions of certain words...

Actions MUST speak louder than Words: United Airlines eat humble pie!

Last week I wrote an article on the subject of ‘common sense’. To be more accurate, I wrote about the lack of common sense...

Communication — Essential to Creating and Sustaining a Customer-Centric Culture

Over the last few months, I have been exploring in detail my perspective on seven ‘tips’...

Lack of Common Sense: Continuing to Destroy Customer Experiences Around the World!

In April 2014, I wrote an article entitled, ‘Common Sense – The Not So Magic Customer Experience Ingredient’ – If you did not, or...

The Human Experience (HX) – the result of all other experiences

There are certain things in life that are indisputable. Money does not grow on trees, is just one example. The earth is round, is...

Customer Experience: it goes both ways… or does it?!

I am often asked how I can conjure up a topic to write about on a weekly basis. Do I have a plan? Do...

How to Ensure Customer Experience is a Key Element of Your Business Strategy

This month, in my exclusive column for CustomerThink, I continue to explore in detail my perspective on ...

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