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.
Voice of the Customer: It’s Time for a Global Customer Experience Wakeup Call
I often have to remind myself that I am in a privileged position in my chosen profession. I am privileged because a multitude of...
Enterprise-Rent-a-Car: How to turn a ‘promoter’ into a ‘detractor’ in 1,2,3!
It fills me with no joy to have to write a post about companies that have delivered unacceptable Customer Experiences. It fills me with...
Customer Strategy – the missing connection in Customer Experience
I am going to start this post with a question you might find a little obvious – ‘do you know what the PURPOSE of...
Yes you can! Doing the right thing for customers does not have to be difficult
For the last three years, anyone who has followed my writing exploits will be fully aware that I am keen...
Thrivers, Survivors and Nose-Divers! How to help people BELIEVE in transforming your Customer Experience?
I get to experience many wonderful things plying my trade around the world. I often have to pinch myself as a reminder that the...
Ignorance, Disbelief and Failure – lessons in how NOT to lead from the Orient – Leyton Orient!!
One year ago I wrote a blog post about leadership. It was a delight to write with great clarity about how an organisation had...
TALKING is easy. STARTING is harder….. but SUSTAINING is the hardest Customer Experience challenge of all!
Do you work for an organisation that aspires to ‘put the customer first’? Have you listened to senior leaders in your business talk about...
The customer feedback experience – an experience not to be taken for granted!
Last week I made a telephone call to my bank. A routine query, I chose to pick up the phone and call with my...
Customers + Employees = People. People = Business. Why Business is all about People
If you have ever heard me speak in public, it is very likely you will have endured hearing me recount my favourite quote of...
What makes the the worlds #1 Customer Experience brands?
As I quite literally travel the world talking, listening and working with individuals and organisations who have an interest in Customer Experience, I am...
Shopper Centricity: re-designing the high street store customer experience
This is not the first time I have written about bricks and mortar retail stores. The British high street has been under significant pressure...
Two steps forwards, five steps back: No-one said transforming the Customer Experience is easy!
Every job has its ups and downs. Whether you are a teacher, a doctor, an accountant, a sales rep, an IT consultant or an...
The customer is not always right…..BUT be careful how you respond when you think they are not!
It is very likely you have not heard of 47 King Street West – a French restaurant based in Manchester in the UK. Although...
The epic failings of Emirates: are brands really trying hard enough when it comes to Customer Experience?
As someone who spends his life eating, talking, breathing, writing and generally living everything to do with Customer Experience, it is inevitable that on...
Opinion or Reality? Does Customer Experience really make a difference?
I am unlikely to be the first person to write an article focusing on whether or not the Customer Experience really makes a difference....
Leveraging the soft and fluffy: how important are soft skills in delivering Customer Experiences?
Yesterday I had the enormous pleasure of co-chairing the first ever Customer Experience Professionals Association (CXPA) Members Insight Exchange to be held outside of...
Making life difficult for customers makes no sense at all! Case studies from Marriot Hotels and Debenhams
We are living in a world where consumer expectation is changing as rapidly as ever before. New technology is enabling people to do what...
The Elms Hotel – Customer Experience Review
Anyone who is lucky enough to have a family with three or more children will be able to empathise with the age old problem...
Falling out of love with John Lewis – even the best find it tough to deliver consistently good customer...
This is not the first time I have written about John Lewis. A British retailer recognised by many as the epitome of a people...
Dare to be Different – The ‘Dignity in Diversity’ of Customer Experience
People often ask me where the inspiration for my blog posts comes from. Whilst there is no single answer to this question, I will...