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CustomerThink
Editor’s Pick
Engagement
Digital Marketing
Sales Performance
Service and Support
Social Business
Experience
Customer Journey
Customer Loyalty
Customer Strategy
Omnichannel
Personalization
Voice of Customer
Technology
Contact Center
Customer Analytics
Leadership
Chief Customer Officer
Employee Engagement
Innovation
Performance Metrics
Content Type
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Column
Blog
Interview
Think Tank
News
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Top Authors
Top Authors by Topic
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Ian Golding: Making CX Change Happen
Ian Golding: Making CX Change Happen
For Customer Experience Success, Avoid Putting Square Pegs in Round Holes
Ian Golding
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August 18, 2016
The sixteenth article for my column on Customer Think sees me create the longest title of the lot! During my...
What Would the World of Business Be Like if All Companies Were Run by Jeff Bezos?
Ian Golding
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July 22, 2016
I have never had the pleasure of meeting Jeff Bezos – founder of online retailing sensation, Amazon. I say pleasure,...
Carolyn McCall, CEO, Easyjet – An Example of a Courageous Customer Focused Leader
Ian Golding
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June 17, 2016
Over the last few years, I have contacted a number of CEOs of organisations I have personally interacted with. Although...
Customer Experience Measurement – Why it is Vitally Important BUT Badly Done!
Ian Golding
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April 27, 2016
When it comes to the profession that Customer Experience has now become, one of the most important and significant competencies...
Persistence: The Essential Characteristic of Customer Experience Leaders
Ian Golding
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March 17, 2016
There are a number of things that comprise the characteristics of great Customer Centric leaders – courage; vision; passion; authenticity;...
Developing Your ‘North Star’ — The Importance of Clarifying Your Purpose
Ian Golding
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February 18, 2016
The North Star has been used for the purposes of navigation for centuries. Acting as a guiding light, people have...
Do You Have a Funny Bone? The 3 Vital “Bones” Required by All Customer Experience Leaders!
Ian Golding
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January 21, 2016
It is with great pleasure that I enter my second calendar year as a CustomerThink Advisor. This year the focus...
Customer Experience in 2015 – 5 Key Learnings
Ian Golding
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December 18, 2015
At either the beginning or the end of every year, I am usually asked a couple of standard questions. Question...
Positive, Negative, or Nothing At All — What Do Your Customers Remember About Their Experience?
Ian Golding
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November 19, 2015
Over the last few months, I have noticed increasing recognition of the importance of EMOTION in Customer Experience. For years,...
Going the Extra Mile — The Difference Between Just Doing a Job and Genuinely Engaging with the Customer
Ian Golding
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October 15, 2015
On occasion it feels as though certain phrases in the language of business are overused. Take ‘walking in the customers shoes’ for example. What...
People – Never Underestimate How Important They Are in the World of Customer Experience
Ian Golding
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September 17, 2015
Over the last two weeks, I am saddened to confirm that I have been on the receiving end of some...
What has Customer Experience got to do with me, the Chief Information Officer?
Ian Golding
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August 13, 2015
I regularly find myself saying that many organisations are still grappling with understanding the fact that their Customers have always had an Experience with...
‘The Reluctant Hostage’ – Do Not Fall Into the Trap of Taking Customers for Granted!
Ian Golding
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July 16, 2015
As a consumer in your own right, have you ever interacted with a company because you have had ‘no other...
Re-defining NO! Re-focusing your people on the art of the possible
Ian Golding
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June 11, 2015
One of the most overused words in the English language is also one of the shortest. In the context of...
Yes you can! Doing the right thing for customers does not have to be difficult
Ian Golding
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May 13, 2015
For the last three years, anyone who has followed my writing exploits will be fully aware that I am keen...
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