Ian Golding

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...

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?’,...

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