Ian Golding

Customers; Colleagues; Shareholders. Which one should your business put first?

At first glance, the title of this blog post may seem like a simple question. In fact, the order of the three key ‘stakeholders’ responsible for delivering customer experiences naturally exploded from the keyboard in the order that you see them. Does that mean...

Woah there tiger!! Beware what and how you react to social media

The benefits of social media in the business world have been a hot topic of conversation for a few years now. Many businesses have started to adopt ‘social media strategies’, and are using the likes of Facebook and Twitter for marketing and customer service...

‘The lost suitcase and a grumpy old man’ – a story about employee engagement

Customer centric organisations tend to have a number of things in common. They typically have management teams who collectively believe in the importance of doing things with customers interests firmly in mind. They usually design their customer journey(s) to meet and exceed customer expectation. They...

Excuses, excuses – why justifying and defending are customer experience cardinal sins!

Regular readers of my blog know that I often write about experiences of my own. I am a huge believer in using story telling as a way of bringing to life the principles of customer experience. Stories help explain what the theory really means, and...

London Underground – the case study for business transformation

If you live or have been in London for the last two days, it will not have escaped your notice that something unusual is happening. Two trade unions who represent some London Underground staff have sparked a 48 hour strike in response to their...

Wake up, do stuff, go to bed, wake up again – understanding the true...

Have you heard the term ‘customer journey’? Silly question eh? It is becoming increasingly difficult to find anyone in business who has not heard the term. Hearing it and understanding it do not necessarily come hand in hand though. Whilst many hear ‘customer journey’...

Do you love Aldi? What other brands could learn from the Aldi experience

Let me get one thing straight – I do not love Aldi. However, just to confuse you, I can also say that I do not dislike Aldi either. One thing is for sure – millions of UK consumers do love Aldi, including Mrs Golding! In September...

Are you a Leader of a Follower? Why customer experience needs good, strong leadership

Over the weekend, I was told a lovely story that has inspired this blog post. The story was of a young lady who was applying to attend a college at Oxford University. A key part of the process was to complete an application form....

Park Slope Food Co-Op

Have you ever been in a situation as a customer where you have thought you would/could do a better job yourself? Have you stood at a checkout in a supermarket and felt the urge to jump over the conveyor belt and start scanning the...

Could you care less?’ Why ‘caring’ is essential if you want to deliver great...

This is a tale that readers of my blog are likely to empathise with. It is a tale of large organisations who purport to talk of delivering 'world class' customer service, and continuously improving customer experiences. It is a tale which shows that however...

What has customer service got to do with me or my firm? Are the...

I am often asked where my passion for 'the customer' came from. Where did the motivation to focus my career on helping organisations deliver better customer experiences originate? Well like it or not, we are all the product of our parents. Most of the...

Customer experience is for life, not just for Christmas!

It may have escaped your notice, but it appears as though Christmas is coming. The eagle-eyed amongst us will have noticed Christmas displays being erected as early as August in some retail locations, but it is not until November that the commercial Christmas bandwagon...

Recommend? Tweet? Do customers really do it?

Have you ever been asked the Net Promoter Score (NPS) question? Do you even know what Net Promoter Score is? Despite the fact that the NPS method has been around for ten years, there are many who have no idea what it is. This...

What irritates customers most? The top five irritations revealed!

A few weeks ago, I decided to conduct some independent research. I wanted to know what was really important to us as customers of organisations, and was very excited to produce a blog post revealing the 'top five' things we want earlier this month...

Customer Promises – a great thing

Thousands of customers of one of the UKs largest utility companies, SSE, received an interesting letter this week. If you are not a customer of SSE, you can read my copy of the letter shown above. I think the letter is interesting because it...

Customer Service or Customer Experience? What exactly does customer experience mean?

CS Vs CX I am not the first, and will certainly not be the last professional person to work in and around the 'customer experience' field. There are thousands of customer experience professionals all around the world, and our number is growing at a very...

What do customers really want? The top five most important things revealed

A few weeks ago, I decided to conduct some independent research. I have always been intrigued to know exactly what is most important to us as consumers, and up until now have used my professional experience, personal experiences and gut feel to assess what...

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