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.
How to spectacularly fail your customers and damage your brand – by British Airways
Before I start this post, I must first make a couple of sincere apologies. As a result of travelling a great deal, I often...
Customer Experience Sustainability: don’t let your CX house fall down!
Have you ever wondered why it is still more common than not for us to have to endure experiences as a customer that fail...
“Oh when you smilin’, when you smilin’ The whole world smiles with you” – do happy customers =...
I make no secret of the fact that I am a fan of ‘old fashioned values’ in the delivery of great Customer Experiences. Championed...
Communication, communication, communication! Why you cannot ‘over’ communicate when it comes to Customer Experience
I have written many times in the past about the importance of effective communication if an organisation has an intention to deliver consistently better Customer...
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 Commitment – 2016 Customer Centricity Research Findings
When it comes to the subject of Customer Experience, there are many questions I would like to know the answer to. The problem with...
Over-engineering the Customer Experience – ‘Digital’ is not the answer to everything!
This article was originally written for my exclusive column on mycustomer.com – a hugely valuable and rich resource of information, expertise and inspiration for CX...
Nice to meet you! How well do you know your colleagues?
I recently wrote an article for my column on CustomerThink entitled ‘How Well Do You Know Your Customer?’ – the premise was around the...
How Well Do You Know Your Customer? Is There Any Point Creating Customer Personas?
Customer personas; buyer personas; call them what you will – businesses (notably marketing functions within them) have been creating and...
The Transparent Customer Experience: how measurement can benefit both company & customer
Honesty and transparency – two words that warm the cockles of my heart but that are not often associated with the world of business....
Making the Customer Experience Magical – The Power of Surprising and Delighting Customers!
A great deal of my work as a Customer Experience Specialist involves the recounting of stories. Contrary to popular belief, not all of the...
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...
What can the world of business learn from Leicester City? Why teamwork and togetherness breeds success
I must start this new post by apologising to all Leicester City fans! I really hope that writing about the undeniable success of your...
Using data to improve customer experience – Ian Golding interview with ReachForce
I recently conducted an interview with ReachForce on the subject of ‘using data to improve Customer Experience’ – here is what I had to...
The British Airways pilot who got off his bum! How to wow customers with the unremarkable
Last week I witnessed something that I consider to be incredibly unusual. In a world where it is more uncommon than not for consumers...
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;...
Customer Centric Culture – putting theory into practice
This article was originally written for my exclusive column on mycustomer.com – a hugely valuable and rich resource of information, expertise and inspiration for CX...
Irrelevance & Ignorance? NPower, BHS & Moonpig add fuel to the CX Fire!
I am still regularly asked if this ‘Customer Experience thing’ is really a ‘thing’ at all. Despite the growing waves of publicly available evidence...
Communication & collaboration: essential ingredients for all great Customer Experiences
On Monday this week I had the absolute pleasure of spending a couple of hours talking about the subject I like best – you...
Heart or head first? Which is more important in driving great Customer Experiences?
One of my Fathers most memorable quotes when I was a young boy was ‘engage your brain before opening your mouth!’ – I am...