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.
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?’,...
The Customer Experience Hokey Cokey! Why do companies find it so hard to commit to CX?
As a child growing up, no birthday party was complete without a rousing rendition of the Hokey Cokey. Also known as the ‘Hokey Pokey’...
How to Make Customer Experience a Priority for the Whole Company
In my exclusive column for CustomerThink last month, I shared my "top tips" for creating the right...
Customer Experience Professionals: Why We Do What We Do
Ben Motteram (BM), Ian Golding (IG) and Karl Sharicz (KS) are three Customer Experience (CX) professionals living on three different continents, all members of...
Customer Engagement: a masterclass from United Biscuits
Anyone who knows me will tell you that I love a good story. Storytelling is such a powerful way of bringing theories and concepts...
FANS or CUSTOMERS? Which do you need to have a sustainable business? The sad story of Leyton Orient Football...
As a young boy growing up in London, and with a football loving father, I had the pick of a number of world famous...
Random & Unintentional Customer Experiences: an example from BT
If I am asked my opinion of the state of Customer Experience around the world, I make a number of rather bold statements. For...
Top 7 Tips to Create a Customer-Centric Culture
As customer experience has become increasingly recognised as a thing of tangibility, so has the need to adopt and embed...
Customer Experience: The Differentiation Battleground
The Golding family car – a Renault Grand Espace we affectionately call ‘the beast’ – is reaching the end of its life. Despite transporting us...
Mastering Voice of the Customer – the VOC journey
Whilst there are still some business leaders around the world who are yet to believe it, most organisations have woken up to the importance...
Embedding Customer Centricity: The Customer Experience Jigsaw Puzzle
As someone who spent 17 years working in a corporate environment, I have experienced enough metaphors and analogies to last me a lifetime. Often,...
Voice of the Employee (VOE) – Would you give your employees a seat at the board table?
I have been in the world of work since 1995. Akin to bringing up children, it is quite amazing how time flies!! When I...
Technical Competence & Organisational Clarity: The Two Pillars of Customer-Centric Leadership
Even the best specialists in their fields of work; the most experienced; the most decorated; will continuously look for ways...
Heaven or Hell? What Customer Experience vacation memories do you have this year?
Since I have been writing, summer holidays have been a regular feature in my posts. As someone who tends to use his own experiences...
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...
Just tell me the truth! Who are the ‘winners’ of the ‘can customers really trust’ them Olympics?
The truth – something most humans would HOPE they are surrounded by, yet in reality are rarely exposed to. From politicians; to acquaintances (and sometimes...
Find, Win, Keep: A simple customer centric business strategy
I have been positively influenced by many people and organisations over the years – in fact I continue to be on a daily basis....
What Would the World of Business Be Like if All Companies Were Run by Jeff Bezos?
I have never had the pleasure of meeting Jeff Bezos – founder of online retailing sensation, Amazon. I say pleasure,...