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.
‘Sweeping the steps of Customer Experience in 2014′ – out with the old and in with the new for...
As we approach the last 24 hours before the end of 2014, I feel it is time to reflect on the last twelve months in...
Loyalty Schemes: do they really work?
As we near the peak of the festive season, there are a number of annual rituals that I look forward to undertaking. Once presents...
What happens if your company overreacts? Your customers exert unnecessary effort!
Last week I had the pleasure of writing a Customer Experience Review on low cost airline Norwegian. I intentionally say ‘the pleasure’ as I...
Norwegian – Customer Experience Review
Airlines of Europe beware!! There is a ‘new kid on the block’ – one that could potentially change the face of air travel. If...
‘Happy Birthday Mr Glodnig’!! How NOT to create a good impression with customers!
In life there are a number of certainties. The annual celebration of our birth is one of them. For me, the 6th December each...
Customer experience does not apply to us – ‘we’re different’! Is it possible to be a genuinely ‘customer centric’...
Let me set a couple of things straight before I even start this blog post. Whilst the title suggests that I am focussing on...
Who will be the next ‘United Breaks Guitars’? Don’t let it be you!
In 2008, Dave Carroll’s guitar was broken by United Airlines. Unbeknown to United at the time, Dave Carroll is a Canadian musician and a...
The big ‘Wi-Fi’ conundrum: a way to make money or a way to give customers what they need?
Maslow’s Hierarchy of needs is a psychological theory proposed by Abraham Maslow in his 1943 paper “A Theory of Human Motivation”. The theory is...
Explaining the power of customer expectation: stories of splashing sinks, free tea and broken curtains!
Last week was as manic as they get for me. Prague, Oxford, London and Copenhagen were all on my itinerary in a mad, exciting...
Ryanair – the brand we can now learn to love
I have always described Ryanair as ‘the brand we love to hate’. Famed for its ‘no frills’ approach, for years, millions of consumers decided...
What is wrong with Virgin Media? a story of pain, frustration and dreadful Customer Experience
If you are a regular reader of my blog, you will be aware that I am regularly referred to stories of both great and...
A circle unending complete and unbroken: the Customer Experience ‘wedding ring’
At the weekend I was honoured to witness the wedding of a very dear friend of mine. It was a quite wonderful occasion from...
1914 Vs 2014: When was the best time to be a customer?
Two years ago my family and I were fortunate and honoured to participate in a BBC1 ‘living history’ programme called Turn Back Time: the...
Shareholder or Customer First? The difference between Tesco and Amazon
October 2014 was not the best day to be a shareholder of two of the world’s retail giants. Tesco continued their unfortunate journey from...
‘Customer excellence is here: it’s just not very evenly distributed yet’. The Nunwood 2014 UK Customer Experience Excellence Report
‘Customer Excellence is here: it’s just not evenly distributed yet’. A fantastic quote that I wish I could claim was mine! Whilst it is not,...
Customer Effort – it’s real meaning through real stories (Vauxhall might want to read this!)
This is not the first time I have written about the concept of customer effort. I doubt it will be the last. A few...
Belief, Growth and Sustainability – my perspective on the 2014 UK Customer Experience Awards
If you follow me on Twitter, it would not have escaped your notice that last week played host to the 2014 UK Customer Experience...
Emirates Vs Etihad – Customer Experience Review
Many dinner table conversations about customer experience will end up talking about the airline industry. It is almost impossible to find a human who...
Customer Empathy – ignore it at your peril!
Have you ever looked up the definition of the word Empathy? I would suspect that you have not! It is not often that we...
The magic of Disney – now that’s what I call a Customer Experience!
I have often said in the past how lucky I am to have so many people share their customer experience stories with me. Sometimes the stories...