Ian Golding

Customer Happiness: the story of the Gulf Customer Experience Awards

2018 is the first calendar year in my career as a global customer experience specialist that I have looked forward more in hope than expectation. My last article of 2017 explained why I have a number of concerns regarding the evolution of Customer Experience around…

Customer or Hostage? The unfortunate story of the UK passenger rail industry

If you happen to live in the UK and regularly have to rely on public transport to commute to and from work, the heralding of a brand spanking new year is unlikely to have filled you with much joy - from the commuting perspective that…

The Customer Experience ‘7 Year Itch’! A frank and honest assessment of the CX...

As we approach the end of another calendar year, it is always appropriate for bloggers, writers, thought leaders and professionals in general, to reflect on what has passed, as well as what is to come in the future. As a prolific writer on the...

Understanding the Employer Journey — The Employee Engagement Loop

Last week I had a fascinating conversation with a peer of mine – a fellow Customer Experience Professional. James Dodkins is as passionate about transforming organisations to become sustainably customer centric as I am. Like me, James regularly comes across organisations who talk about...

‘Welcome to our kitchen’! Would you have the courage to invite customers into the...

Allow me to start this post by asking a question. What happens when two Customer Experience Professionals visit a restaurant together for the first time?  Whilst this is not the opening line to a bad joke, I can already anticipate your ‘snorting’ and ‘chuckling’ from...

Customer Centric Leadership: Are You Investing in the Organisational “Ecosystem” or Your Personal “Egosystem”?

In last month’s column, I asked the question, ‘Are you a Leader or a Follower?’ The question was a precursor to defining why Customer Experience needs good, strong leadership. You will need to read the article to determine if you agree! This month, I...

Customer Effort: How to Make Things Difficult for Customers, by Premier Inn

This is the not the first article I have written about the subject of Customer Effort. In 2014, I wrote a story that still makes me break out in a cold sweat today. On that occasion, Vauxhall provided the case study to bring Customer...

Customer Experience 2017 Reality Check – Evolution or Revolution?

This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. Check out posts from other bloggers at the blog carnival. And learn more about CX Day at: http://cxday.org On...

What does it really mean to be a Customer Experience Professional?

Last week I had the honour of being a judge at the 8th annual UK Customer Experience Awards. The fact that I have now been a part of this yearly celebration for all 8 of those years (as a finalist, winner and judge), makes...

WANTS and NEEDS – When it comes to customers do you really know the...

Last week, on more than one occasion, most of us would have heard someone saying, writing or shouting, words to the effect of ,”I just need Ryanair to get me to xxx!” Getting passengers to their chosen destination is the most basic of basic...

Are You a Leader of a Follower? Why Customer Experience Needs Good, Strong Leadership

People regularly share stories with me that inspire my writing. This story is of a young lady who was applying to attend a college at Oxford University. A key part of the process was...

Taking Ownership – key to the success of your approach to Customer Experience

As we head into the middle of September, as many people are reaching towards the back of their wardrobes to find their winter jumpers as are looking for their shorts and t-shirts. Whether you are revelling in the thought that summer is coming, or...

Is Your Organisation “Ready” to Become Customer Centric? The Customer Experience Readiness Scale

Have you ever wondered whether there is really any hope for your organisation? Have you ever turned up one day wondering if you are the only person in the building who really gets it?...

Engaging your people with CX: Introducing the Customer Experience Game

  A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. Whilst many profess to ‘get’ Customer Experience (CX), they tend to do so instinctively, intuitively and accidentally. In...

6 Things All Customer Centric Leaders Do

Looking back through my articles over the last few months, a great number have made the connection between strong, customer centric leadership and the ability to drive an effective and sustainable approach to Customer ...

Whose job is it anyway? The importance of accountability in the world of Customer...

I absolutely love it when people share things with me that I have never come across before. It is why I am so adamant about calling myself a ‘specialist’ – not an expert – as I spend my life continually learning. Every day; every...

The 14 Leadership Principles that Drive Amazon

Over the last five years, a small number of organisations have featured multiple times in my writing. In the vast majority of cases, I have used these businesses as a way of bringing to life global best practice in the field of Customer Experience...

The Customer Experience Reality Check! The case of Manchester Airport

Resignation. Sufferance. Tolerance. Three words from the English dictionary. Three words that you would not typically want to associate with the subject of Customer Experience. Yet these three words are the ones that regularly go through my mind when I interact with organisations that if...

Connecting People: The Key to Customer Centric Leadership

Over the last 22 years, I have worked in and with businesses of all shapes and sizes, across multiple industries, all around the world. I secured my very first full-time job in the financial...

Eurostar est Shambolique: It’s not just the airlines who need to get their act...

I have just returned from a wonderful four-day city break to Paris. Family time, glorious weather (in the main) and one of the world’s most beautiful cities, made for a quite fabulous combination. I have been to the French capital many times, but this...

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