The Human Experience (HX) – the result of all other experiences
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.
Customer Journey Management – it’s not just about the mapping!
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!
The Role of Digital in Customer Experience, by Sandeep Kuvvarapu
MARCH 22, 2017
The customer has always been at the heart of every business, be it a street vendor selling hot dogs or a multi-national firm selling a wide range of products.
The Customer Experience Hokey Cokey! Why do companies find it so hard to commit to CX?
NOVEMBER 29, 2016
As a child growing up, no birthday party was complete without a rousing rendition of the Hokey Cokey. Also known as the ‘Hokey Pokey’ in some parts of the world, according to Wikipedia, it originates in a British folk dance, with variants attested as early as 1826.
How to Build Great Customer Journeys
Make Each Touchpoint a Meaningful Experience
How to Embed a Customer Experience Framework
JANUARY 17, 2017
In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric.
Customer Experience: The Differentiation Battleground
OCTOBER 17, 2016
The Golding family car – a Renault Grand Espace we affectionately call ‘the beast’ – is reaching the end of its life.
Customer Service; Customer Experience; Customer Centricity – what is the difference between them?
NOVEMBER 30, 2015
It is difficult to deny that these three terms are becoming increasingly visible in the language of business: Customer Service. Customer Experience. Customer Centricity.
CUSTOMER CULTURE: How does it drive future business performance?
AUGUST 9, 2016
I have written many times about the subject of Customer Experience and the different opinions that people hold on whether it really does make a difference.
5 Things You Can Do to Make Your Customer Experience Stickier
Tactics for Boosting Engagement and Brand Affinity.
So you attended the Customer Experience workshop, what now??? by Paul Clavering
MARCH 14, 2017
If you have ever worked in a company that is looking to improve its sales, often Customer Experience(CX) is defined as the solution. Normally a CX expert is drafted in and a workshop created for the key stakeholders.
Customer Experience Design: 3 essential (design) skills for creating a great customer experience
OCTOBER 28, 2015
Voice of the Customer: It’s Time for a Global Customer Experience Wakeup Call
MAY 25, 2015
I often have to remind myself that I am in a privileged position in my chosen profession. I am privileged because a multitude of organisations welcome me in to their inner sanctum to help them in their quest to become more customer centric.
DELTA Vs VIRGIN – a Customer Experience Comparison by Michael Bartlett
MARCH 31, 2017
If you have been a follower of my writing for some time, you will know that I am no stranger to air travel! Having flown over 300 times in the last two years alone, I am well versed in the differences between airlines.
How Does Customer Experience Impact Angry Customers?
Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.
Customer Experience Commitment – 2016 Customer Centricity Research Findings
JUNE 14, 2016
When it comes to the subject of Customer Experience, there are many questions I would like to know the answer to. The problem with my subject, is that very often, there is no right answer!
7 Top Tips to Create a Customer-Centric Culture
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.
‘Customer excellence is here: it’s just not very evenly distributed yet’. The Nunwood 2014 UK Customer Experience Excellence Report
OCTOBER 21, 2014
‘Customer Excellence is here: it’s just not evenly distributed yet’ A fantastic quote that I wish I could claim was mine! Whilst it is not, I can recognise a particularly relevant and accurate quote when I see one.
‘Sweeping the steps of Customer Experience in 2014? – out with the old and in with the new for 2015
DECEMBER 30, 2014
As we approach the last 24 hours before the end of 2014, I feel it is time to reflect on the last twelve months in the world of Customer Experience. Twelve months is not a particularly long time in the context of a lifetime of experiences, yet it is remarkable what progress can be made in 365 days.
Are Your Technology Decisions Killing Your Customer Experience?
Read this eBook to learn how your database technology decisions can affect your ability to deliver either a transformational customer experience or a lackluster, dissatisfying encounter that benefits your competitors, not your bottom line.
Find, Win, Keep: A simple customer centric business strategy
JULY 27, 2016
I have been positively influenced by many people and organisations over the years – in fact I continue to be on a daily basis. As well as being a big believer in the principle of ‘simplicity’, I am also an advocate of ‘shamelessly stealing’ ideas that make sense to me.
Inspiration, Dedication, Perspiration – welcome to the mind of the Customer Experience Professional!
MARCH 13, 2017
Last week I was afforded the undeniable pleasure of spending two whole days with Diane Magers, CEO of the Customer Experience Professionals Association (CXPA).
How to spectacularly fail your customers and damage your brand – by British Airways
JULY 18, 2016
Before I start this post, I must first make a couple of sincere apologies. As a result of travelling a great deal, I often write about my experiences of doing so. Some of the best and worst experiences I have ever had have been whilst travelling.
Mystery Shopping Programmes – great in reality or just in theory?
JANUARY 27, 2016
I consider myself remarkably fortunate to do the things I do. One of the great pleasures of interacting with so many organisations is that I get to meet some amazing people… some amazing leaders. Many of you will have heard or read about my Grandma – Pauline Golding.
5 Customer Satisfaction Templates You Can Use Right Away
Begin or improve your customer satisfaction program with these 5 ready to use templates.
Why 2016 should NOT be ‘the year of the customer’
JANUARY 4, 2016
As fireworks lit up the night sky all around the world to welcome in another new year, millions of people were already deciding to commit to resolutions for the coming twelve months. Some resolutions were related to personal health and well-being. Some were financially related.
Embedding Customer Centricity: The Customer Experience Jigsaw Puzzle
OCTOBER 3, 2016
As someone who spent 17 years working in a corporate environment, I have experienced enough metaphors and analogies to last me a lifetime. Often, the use of both come across as either patronising, irritating, or indeed both!!
The cost of NOT focussing on Customer Experience
FEBRUARY 20, 2017
Last night, I received an email from a good friend of mine asking for my input into a question they had been asked by the senior leadership team of their organisation.
Customer Effort – it’s real meaning through real stories (Vauxhall might want to read this!)
OCTOBER 16, 2014
This is not the first time I have written about the concept of customer effort. I doubt it will be the last. A few months ago I shared a story that described my interaction with an organisation as a little like having a tooth extracted – you can read that particular story here.
Customer Experience Strategy: How to Measure the Immeasurable
Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?
Transformational Leadership – the key to unlocking the competencies of Customer Experience Professionals
JUNE 9, 2015
If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP).
Voice of the Employee (VOE) – Would you give your employees a seat at the board table?
SEPTEMBER 26, 2016
I have been in the world of work since 1995. Akin to bringing up children, it is quite amazing how time flies!! When I left University all those years ago, I had little idea where my path of employment was going to take me.
Customer Experience: it goes both ways… or does it?!
MARCH 28, 2017
I am often asked how I can conjure up a topic to write about on a weekly basis. Do I have a plan? Do I keep a long list of pre-defined article subjects? Is there a website to stimulate blog ideas? The answer to these questions is ‘no’!
I’m like parsley – I get everywhere!’ – Stories that amazed and inspired me at the 2015 UK Customer Experience Awards!
SEPTEMBER 29, 2015
The month of September comes around every year. The kids go back to school. Millions go back to work after the summer holiday. Autumn starts to knock on the door. Christmas decorations are prominently displayed in stores all across the land.
Customer Experience – Fact or Fiction?
JANUARY 15, 2016
Over the last few years, many experienced business people all over the world have been working hard to create, nurture and develop a brand new profession. Whilst organisations have always delivered experiences, it is only now that most are starting to recognise the importance of them.
What is wrong with Virgin Media? a story of pain, frustration and dreadful Customer Experience
NOVEMBER 9, 2014
If you are a regular reader of my blog, you will be aware that I am regularly referred to stories of both great and not so great Customer Experiences.
How NOT to ask for customer feedback: a shocking example from Sky TV
DECEMBER 19, 2016
Having been involved in the world of Customer Experience for many years, nothing should really surprise me – I have very much witnessed the good, the bad and the ugly of business behaviour. However (there is usually one of those in my posts!!),
Have a nice day! Is the US better than the rest of the world when it comes to Customer Experience?
JANUARY 19, 2016
I think it is fair to say that the US is first to adopt and introduce many ‘things’ to the world.