Ian Golding: Making CX Change Happen

For Customer Experience Success, Avoid Putting Square Pegs in Round Holes

The sixteenth article for my column on Customer Think sees me create the longest title of the lot! During my...

What Would the World of Business Be Like if All Companies Were Run by...

I have never had the pleasure of meeting Jeff Bezos – founder of online retailing sensation, Amazon. I say pleasure,...

Carolyn McCall, CEO, Easyjet – An Example of a Courageous Customer Focused Leader

Over the last few years, I have contacted a number of CEOs of organisations I have personally interacted with. Although...

Customer Experience Measurement – Why it is Vitally Important BUT Badly Done!

When it comes to the profession that Customer Experience has now become, one of the most important and significant competencies...

Persistence: The Essential Characteristic of Customer Experience Leaders

There are a number of things that comprise the characteristics of great Customer Centric leaders – courage; vision; passion; authenticity;...

Developing Your ‘North Star’ — The Importance of Clarifying Your Purpose

The North Star has been used for the purposes of navigation for centuries. Acting as a guiding light, people have...

Do You Have a Funny Bone? The 3 Vital “Bones” Required by All Customer...

It is with great pleasure that I enter my second calendar year as a CustomerThink Advisor. This year the focus...

Customer Experience in 2015 – 5 Key Learnings

At either the beginning or the end of every year, I am usually asked a couple of standard questions. Question...

Positive, Negative, or Nothing At All — What Do Your Customers Remember About Their...

Over the last few months, I have noticed increasing recognition of the importance of EMOTION in Customer Experience. For years,...

Going the Extra Mile — The Difference Between Just Doing a Job and Genuinely...

On occasion it feels as though certain phrases in the language of business are overused. Take ‘walking in the customers shoes’ for example. What...

People – Never Underestimate How Important They Are in the World of Customer Experience

Over the last two weeks, I am saddened to confirm that I have been on the receiving end of some...

What has Customer Experience got to do with me, the Chief Information Officer?

I regularly find myself saying that many organisations are still grappling with understanding the fact that their Customers have always had an Experience with...

‘The Reluctant Hostage’ – Do Not Fall Into the Trap of Taking Customers for...

As a consumer in your own right, have you ever interacted with a company because you have had ‘no other...

Re-defining NO! Re-focusing your people on the art of the possible

One of the most overused words in the English language is also one of the shortest. In the context of...

Yes you can! Doing the right thing for customers does not have to...

For the last three years, anyone who has followed my writing exploits will be fully aware that I am keen...

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