Ian Golding: Making CX Change Happen
“That’s Our Policy” — The Secret Killer of Customer Experiences
It may not surprise you, but I am not the world’s easiest customer to deal with! If Golding family outings were observed from afar, it is not uncommon to witness an exasperated Mrs Golding and embarrassed children, scolding me for reacting to experiences that...
The Power of Partnership: Enabling Action Through Collaboration
This is not the first article I have written about collaboration. Regular followers of my ramblings will have seen the words, "silo" and "cross-functional" woven into many of my written and spoken engagements over the years. I make no secret of the fact that...
The Accidental Customer Experience
I often write my blog posts and articles whilst travelling on either a train or an aeroplane. Although I can also be found hunched over my laptop keyboard in hotel rooms at twilight hours, the confined space of a metal tube travelling at high...
Transform or Die! Business Transformation is No Longer Optional
We live in a business world full of disruption. Whether you work in financial services, manufacturing, logistics or retail, no business today can ignore the rapid pace of change facing us all. Very much led by the never-ending advancement of digital technology, the business...
The Interconnected Employee-Customer Chain. Are Your Customer Experiences Supported by ALL Employees, Partners, and...
I am extremely fortunate to be afforded the opportunity to share my knowledge and passion all over the world. This year, the number of countries I have worked in over the last 6 years will hit the 40 mark. However, whilst I will never...
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...
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...
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...
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?...
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 ...
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...
How Getting Recognition and Building Authority Can Advance Your Customer-Centric Culture
When I first conceived the idea for the article I wrote in my exclusive CustomerThink column in October 2016, I did not think I would be able to continue writing about the subject matter,...
Communication — Essential to Creating and Sustaining a Customer-Centric Culture
Over the last few months, I have been exploring in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. Each article has...
How to Ensure Customer Experience is a Key Element of Your Business Strategy
This month, in my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer...
Engaging Your People in Improvement Activity: 6 Key Questions
In this, my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. It is important to stress that...
Experience the Experience: Walking in the Shoes of Your Customers and Employees
For my first column of 2017, I continue to explore my tips to create a customer-centric culture. Experiencing both your employee AND customer journeys is a vital component that contributes to an organisation ...
How to Embed a Customer Experience Framework
In my exclusive column for CustomerThink in October, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. Whilst the list of seven things is by no means...
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 culture to enable an organisation to become genuinely customer centric. Whilst the list of seven things is by no means...
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 the skills and competencies that make managing it (customer experience that is) a reality. Any ‘concept’ that...
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 to evolve their knowledge and learning. Often, a glaring sign of a leader who is unlikely to...