Ian Golding

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 ...

Waterstones – Is it right to do whatever it takes to improve the business...

I like writing articles that pose a question in the title. When I read articles written by others who also use this technique, I...

The cost of NOT focussing on Customer Experience

Last night, I received an email from a good friend of mine asking for my input into a question they had been asked by...

Engaging Your People in Improvement Activity: 6 Key Questions

In this, my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven...

Customer Journey Management – it’s not just about the mapping!

Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again!...

Anxiety and Stress – the secret killer of employee and customer experiences

I want to start this blog post by asking a rather profound question: Are you happy? Whether you feel that these three words constitute a profound...

Experience the Experience: Walking in the Shoes of Your Customers and Employees

For my first column of 2017, I continue to explore my tips to create a customer-centric culture....

Customer Experience in the Gulf Region – A Story of Continuous Improvement!

Over the last five years, I have had the great pleasure of visiting the Gulf Region on several occasions. Even though I have never...

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