INDUSTRY INSIGHTS YOUR PEERS ARE READING
The whole idea of the Net Promoter Score (NPS) is based around asking customers the question ‘How likely is it that you would recommend our company/product/service to a friend or colleague?’ and proposing to them a variety of response options based on a zero to ten scale. MORE
There are certain things in life that are indisputable. Money does not grow on trees, is just one example. The earth is round, is another. Additionally, it cannot be denied that we – that is you and I – in fact all people on the planet – are human beings. MORE
Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again! MORE
Before I even start this article, I must make it clear that Emirates are not the only airline to make customers unhappy. In fact, they are far from being alone in any industry around the world at creating masterclasses in customer dissatisfaction. MORE
We are all customers. We buy products and services. We buy brands. When it comes to our own organizations, however, we disconnect our consumer self with our business self. Out in the wild” we know that our customer experience is shaped by the perception we have in each interaction with a brand. MORE
I often write my blog posts and articles whilst travelling on either a train or an aeroplane. MORE
According to Wikipedia , the term, ‘seven year itch’ can be described as follows: The seven-year itch is a psychological term that suggests that happiness in a relationship declines after around year seven of a marriage. MORE
The business world as we have always known it is changing. Many would argue that is always has been – changing that is. Since the dawn of time, human beings have been interacting with each other, exchanging money for goods and services. MORE
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. MORE
The launch of my first book has finally become a reality! ‘Customer What? The honest and practical guide to customer experience’ was published at the end of April 2018. I would never have been able to achieve my ambition without the support of many people. MORE
The word ‘disruption’ is one of the most commonly used with reference to business and commerce around the world today. MORE
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. MORE
When it comes to the subject of Customer Experience (CX), everyone has an opinion. Differing opinions are not a bad thing – it is incredibly healthy for there to be differing perspectives on all things in this life. MORE
This year, Ian Golding (that’s me), will officially become the author of a book. A lifetimes ambition, I am beyond excited!! However, I would never have got to the point of being on the brink of achieving my ambition without the support of many people. MORE
Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management. MORE
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. MORE
I have often written about the fact I feel truly blessed to be able to practice my vocation on a daily basis. I am afforded the opportunity to see and experience so many different things, in so many different places. MORE
Having worked with my good friend, Stefan Osthaus, for many years, it is never a surprise to constantly find him looking for new, innovative ways to help others improve their effectiveness in the field of customer experience. MORE
I am very lucky to live in a beautiful city in the North West of England. Yes… I am not actually there as often as I would like, but when I am, I do not take for granted that my children are being raised in a lovely environment. MORE
In the ‘Customers 2020 Progress Report’ ( Walker ), it is predicted that Customer Experience (CX) will surpass price and product as the key differentiator by the year 2020. MORE
“Focus on the whole journey, not just the transaction” In the world of Customer Experience (CX) you will hear this phrase frequently. But what does it mean? It’s the difference between a task and a purpose. MORE
Allow me to start this post by asking a question. What happens when two Customer Experience Professionals visit a restaurant together for the first time? . Whilst this is not the opening line to a bad joke, I can already anticipate your ‘snorting’ and ‘chuckling’ from here! MORE
Since I published my new book at the end of April , I have intentionally held off adding to my social media content. In fact this post will be the first in June 2018! MORE
Do you remember the word “mankind”? personally I am a supporter of using the gender neutral “humankind” and can see how, regardless of my underlying motivation, using a different word can have a significant impact on the reader. MORE
As we head into the middle of September, as many people are reaching towards the back of their wardrobes to find their winter jumpers as are looking for their shorts and t-shirts. MORE
Regular readers of my blog know that being a customer experience specialist does not protect me from encountering lacklustre, frustrating and sometimes embarrassing experiences as a customer of the organisations I interact with. MORE
This is the not the first article I have written about the subject of Customer Effort. In 2014, I wrote a story that still makes me break out in a cold sweat today. On that occasion, Vauxhall provided the case study to bring Customer Experience ‘theory’ to life. You can read the story here…. MORE
A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. Whilst many profess to ‘get’ Customer Experience (CX), they tend to do so instinctively, intuitively and accidentally. MORE
Customer experience is important, that much we know. Readers of this blog won’t need persuading of the link between a company’s success and a great customer experience. Happy customers stay longer, buy more, they tell their friends, and your company grows. MORE
In our modern business landscape, especially with the ever-growing presence of social media in our daily lives, providing consistent positive customer experiences has become critical to maintaining a favourable brand reputation. MORE
The Golding family car – a Renault Grand Espace we affectionately call ‘the beast’ – is reaching the end of its life. MORE
ijgolding
FEBRUARY 26, 2019
Customer experience is important, that much we know. Readers of this blog won’t need persuading of the link between a company’s success and a great customer experience. Happy customers stay longer, buy more, they tell their friends, and your company grows.
ijgolding
JANUARY 14, 2019
According to Wikipedia , the term, ‘seven year itch’ can be described as follows: The seven-year itch is a psychological term that suggests that happiness in a relationship declines after around year seven of a marriage.
ijgolding
OCTOBER 17, 2017
This is the not the first article I have written about the subject of Customer Effort. In 2014, I wrote a story that still makes me break out in a cold sweat today. On that occasion, Vauxhall provided the case study to bring Customer Experience ‘theory’ to life. You can read the story here….
ijgolding
NOVEMBER 22, 2017
I am very lucky to live in a beautiful city in the North West of England. Yes… I am not actually there as often as I would like, but when I am, I do not take for granted that my children are being raised in a lovely environment.
Advertisement
Managing the CX is vastly different from soliciting customer feedback. Here’s why traditional customer feedback approaches (CSAT, NPS) are not enough to affect positive, customer-centric change.
ijgolding
SEPTEMBER 12, 2017
As we head into the middle of September, as many people are reaching towards the back of their wardrobes to find their winter jumpers as are looking for their shorts and t-shirts.
|
ijgolding
NOVEMBER 23, 2018
When it comes to the subject of Customer Experience (CX), everyone has an opinion. Differing opinions are not a bad thing – it is incredibly healthy for there to be differing perspectives on all things in this life.
ijgolding
FEBRUARY 5, 2018
This year, Ian Golding (that’s me), will officially become the author of a book. A lifetimes ambition, I am beyond excited!! However, I would never have got to the point of being on the brink of achieving my ambition without the support of many people.
ijgolding
NOVEMBER 13, 2018
In the ‘Customers 2020 Progress Report’ ( Walker ), it is predicted that Customer Experience (CX) will surpass price and product as the key differentiator by the year 2020.
ijgolding
DECEMBER 4, 2017
The whole idea of the Net Promoter Score (NPS) is based around asking customers the question ‘How likely is it that you would recommend our company/product/service to a friend or colleague?’ and proposing to them a variety of response options based on a zero to ten scale.
Advertiser: Interactions LLC
As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.
|
|
ijgolding
JULY 14, 2017
“Focus on the whole journey, not just the transaction” In the world of Customer Experience (CX) you will hear this phrase frequently. But what does it mean? It’s the difference between a task and a purpose.
ijgolding
APRIL 4, 2017
There are certain things in life that are indisputable. Money does not grow on trees, is just one example. The earth is round, is another. Additionally, it cannot be denied that we – that is you and I – in fact all people on the planet – are human beings.
ijgolding
OCTOBER 25, 2018
We are all customers. We buy products and services. We buy brands. When it comes to our own organizations, however, we disconnect our consumer self with our business self. Out in the wild” we know that our customer experience is shaped by the perception we have in each interaction with a brand.
ijgolding
AUGUST 3, 2018
The word ‘disruption’ is one of the most commonly used with reference to business and commerce around the world today.
Advertisement
Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.
ijgolding
AUGUST 12, 2018
Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management.
ijgolding
JANUARY 23, 2019
Do you remember the word “mankind”? personally I am a supporter of using the gender neutral “humankind” and can see how, regardless of my underlying motivation, using a different word can have a significant impact on the reader.
ijgolding
JUNE 25, 2018
Since I published my new book at the end of April , I have intentionally held off adding to my social media content. In fact this post will be the first in June 2018!
ijgolding
FEBRUARY 6, 2017
Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again!
Advertisement
After onboarding, most SaaS customers have to find their own way to success. This ebook by Influitive is a compilation of some of the best examples of programs designed to drive customer retention and advocacy, with examples from some of the world’s largest and most innovative SaaS vendors.
ijgolding
SEPTEMBER 13, 2018
Having worked with my good friend, Stefan Osthaus, for many years, it is never a surprise to constantly find him looking for new, innovative ways to help others improve their effectiveness in the field of customer experience.
ijgolding
OCTOBER 17, 2018
I have often written about the fact I feel truly blessed to be able to practice my vocation on a daily basis. I am afforded the opportunity to see and experience so many different things, in so many different places.
ijgolding
MARCH 19, 2018
Before I even start this article, I must make it clear that Emirates are not the only airline to make customers unhappy. In fact, they are far from being alone in any industry around the world at creating masterclasses in customer dissatisfaction.
ijgolding
AUGUST 30, 2018
The business world as we have always known it is changing. Many would argue that is always has been – changing that is. Since the dawn of time, human beings have been interacting with each other, exchanging money for goods and services.
Advertisement
If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
ijgolding
NOVEMBER 12, 2017
Allow me to start this post by asking a question. What happens when two Customer Experience Professionals visit a restaurant together for the first time? . Whilst this is not the opening line to a bad joke, I can already anticipate your ‘snorting’ and ‘chuckling’ from here!
ijgolding
NOVEMBER 22, 2016
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.
ijgolding
JANUARY 28, 2018
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.
ijgolding
JULY 5, 2018
Regular readers of my blog know that being a customer experience specialist does not protect me from encountering lacklustre, frustrating and sometimes embarrassing experiences as a customer of the organisations I interact with.
Advertisement
A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
ijgolding
JANUARY 22, 2018
In our modern business landscape, especially with the ever-growing presence of social media in our daily lives, providing consistent positive customer experiences has become critical to maintaining a favourable brand reputation.
ijgolding
OCTOBER 17, 2016
The Golding family car – a Renault Grand Espace we affectionately call ‘the beast’ – is reaching the end of its life.
ijgolding
AUGUST 9, 2017
A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. Whilst many profess to ‘get’ Customer Experience (CX), they tend to do so instinctively, intuitively and accidentally.
ijgolding
AUGUST 6, 2018
I often write my blog posts and articles whilst travelling on either a train or an aeroplane.
Advertisement
From marketing backwater to starring role, this eBook by Influitive explores the changes taking place in customer marketing from the perspective of customer marketers themselves (and explains just why it’s so crucial to customer engagement).
ijgolding
MAY 17, 2018
The launch of my first book has finally become a reality! ‘Customer What? The honest and practical guide to customer experience’ was published at the end of April 2018. I would never have been able to achieve my ambition without the support of many people.
307 
Let's personalize your content