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.
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...
They say elephants never forget… but what about customers?
It is extremely likely that we have all heard the phrase ‘an elephant never forgets’ at some point in our lives. Like many well...
The Customer Minute! The simple way to get ‘Customer’ on to your agenda
Over the last 22 years – yes I am that old – I have sat through an immeasurable number of business meetings. Team meetings;...
Have a nice day! Is the US better than the rest of the world when it comes to Customer...
I think it is fair to say that the US is first to adopt and introduce many ‘things’ to the world. Whilst it is...
Do You Have a Funny Bone? The 3 Vital “Bones” Required by All Customer Experience Leaders!
It is with great pleasure that I enter my second calendar year as a CustomerThink Advisor. This year the focus...
Customer Experience – Fact or Fiction?
Over the last few years, many experienced business people all over the world have been working hard to create, nurture and develop a brand...
How much!! Would you be brave enough to let customers pay you what they THINK their CX is worth?
Have you ever been in the situation where you received ‘a bill’, already feeling slightly sick at the thought of having to pay good...
Why 2016 should NOT be ‘the year of the customer’
As fireworks lit up the night sky all around the world to welcome in another new year, millions of people were already deciding to...
Education, Education, Education – the real need for developing Customer Experience learning
As we approach the end of another calendar year, like many Customer Experience Specialists, I am asked a number of ‘annual cyclical’ questions that ask...
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...
Personal; Reliable; Trusting – Customer Experience Lessons from Independent Businesses
When it comes to delivering consistently good Customer Experiences, it appears as though bigger is definitely not necessarily better! Over the last decade, independent...
Customer Service; Customer Experience; Customer Centricity – what is the difference between them?
It is difficult to deny that these three terms are becoming increasingly visible in the language of business: Customer Service Customer Experience Customer Centricity I say…
It doesn’t bother me! What would the world be like if no-one cared about Customer Experience?
Followers of my blog will know that I have traveled extensively over the last four years. In 2015 alone, I have visited 20 countries...
Positive, Negative, or Nothing At All — What Do Your Customers Remember About Their Experience?
Over the last few months, I have noticed increasing recognition of the importance of EMOTION in Customer Experience. For years,...
Heroes or Villains? Customer Experience Spotlight on the Telecoms Industry
Allow me to start this post by asking a question. Do you ‘like’ your Telecoms provider? It is a very simple question – it...
Do you know what ‘it’ feels like? Why experiencing your customer AND employee journeys is so important!
Over the last few weeks, my wonderful wife Naomi and I have been having a debate about the difference between EMPATHY and SYMPATHY. Whether...
Broken Promises: the easiest way to destroy the Customer Experience!
When it comes to the subject of Customer Experience, there is one thing I can say with absolute certainty – if you make a...
Going the Extra Mile — The Difference Between Just Doing a Job and Genuinely Engaging with the Customer
On occasion it feels as though certain phrases in the language of business are overused. Take ‘walking in the customers shoes’ for example. What...
Authenticity – the key to unlocking the greatest Customer Experiences? Featuring case studies from Weleda and Old Mutual Zimbabwe
Over the last few years I have become a bit of a ‘closet geek’ when it comes to dictionary definitions! It is not often...
I’m like parsley – I get everywhere!’ – Stories that amazed and inspired me at the 2015 UK Customer...
The month of September comes around every year. The kids go back to school. Millions go back to work after the summer holiday. Autumn...