Ian Golding

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...

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,...

Do your people ‘make’ your Customer Experience? Monarch & Specsavers believe theirs do!

Do your people ‘make’ your company? Do your people ‘make’ your Customer Experience’? Two very simple, yet interesting questions that have been very publically...

How to Embed a Customer Experience Framework

In my exclusive column for CustomerThink in October, I shared my ‘top tips’ for creating the right...

Customer Experience: Can We Fix It?

As anyone with young children will attest, the well-known TV character ‘Bob the Builder’ is best known for coining the phrase ‘can we fix it?’,...

The Customer Experience Hokey Cokey! Why do companies find it so hard to commit...

As a child growing up, no birthday party was complete without a rousing rendition of the Hokey Cokey. Also known as the ‘Hokey Pokey’...

How to Make Customer Experience a Priority for the Whole Company

In my exclusive column for CustomerThink last month, I shared my "top tips" for creating the right...

Customer Experience Professionals: Why We Do What We Do

Ben Motteram (BM), Ian Golding (IG) and Karl Sharicz (KS) are three Customer Experience (CX) professionals living on three different continents, all members of...

Customer Engagement: a masterclass from United Biscuits

Anyone who knows me will tell you that I love a good story. Storytelling is such a powerful way of bringing theories and concepts...

FANS or CUSTOMERS? Which do you need to have a sustainable business? The sad...

As a young boy growing up in London, and with a football loving father, I had the pick of a number of world famous...

Random & Unintentional Customer Experiences: an example from BT

If I am asked my opinion of the state of Customer Experience around the world, I make a number of rather bold statements. For...

Top 7 Tips to Create a Customer-Centric Culture

As customer experience has become increasingly recognised as a thing of tangibility, so has the need to adopt and embed...

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