Ian Golding
Ian Golding, CCXP
A highly influential freelance CX consultant, Ian advises leading companies on CX strategy, measurement, improvement and employee advocacy techniques and solutions. Ian has worked globally across multiple industries including retail, financial services, logistics, manufacturing, telecoms and pharmaceuticals deploying CX tools and methodologies. An internationally renowned speaker and blogger on the subject of CX, Ian was also the first to become a CCXP (Certified Customer Experience Professional) Authorised Resource & Training Provider.
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 AND the Customer Experience?
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…
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...
To deliver sustainable Customer Experiences… STOP looking backwards!
Every January in the UK, the business media tend to get rather excited. Whilst on occasion their excitement is slightly macabre, it is driven...
Customer Experience in 2017 – Collaborate, Educate, Simplify and Focus!
New Years Resolutions. Three simple words – simple words that many people all around the world have uttered at some point in their lives!...
How NOT to ask for customer feedback: a shocking example from Sky TV
Having been involved in the world of Customer Experience for many years, nothing should really surprise me – I have very much witnessed the good,...