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
Where does Customer Experience (CX) ‘sit’ in an organisation? This is a question I am frequently asked. 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
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
Machine learning has in?ltrated ltrated our daily lives in a myriad of ways. Often, these machine learning predictions happen in the background and we rarely notice them. But what about at your place of employment? Has machine learning made you better at your job? 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
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 first started writing my blog six years ago. Since that time, I have crafted hundreds of articles – producing them, almost religiously, on a weekly basis. Regularly, I am asked how I generate the ideas behind the articles – ‘do I have a plan and schedule for the year?’ 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
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. MORE
As anyone with young children will attest, the well-known TV character ‘Bob the Builder’ is best known for coining the phrase ‘can we fix it?’, ’, followed by the cry of ‘yes we can!!’ 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
During the last ten years, I have attended many Customer Experience (CX) events around the globe. In the early part of that decade, I would always leave conferences with at least one ‘nugget’ of inspiration. 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
I make no secret of my love for all things culinary. In fact, if I did not also have a passion for running, I would quite literally be the size of a rather large house! 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
‘Culture by design’, a white paper by Pelorus Jack and prominent academics from Cranfield School of Management , explores how to connect organisations with their customers to create a consistent, world-class customer experience that leads to sustained commercial success. MORE
For much of my career, I, like many of my peers, have had to suffer what I like to call the ‘rolling eyes phenomenon’ on numerous occasions. 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
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
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.
ijgolding
SEPTEMBER 25, 2018
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.
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To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.
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
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.
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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
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.
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
AUGUST 3, 2018
The word ‘disruption’ is one of the most commonly used with reference to business and commerce around the world today.
Speaker: Faith Adams, Analyst at Forrester
Join Intouch Insight and special guest, Faith Adams with Forrester Research, on November 8 at 1 PM EST and learn how you can act on VoC data
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.
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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
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
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.
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.
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Most tech companies start with a barebone customer success ‘program’ that is reactive. As revenue grows and the go-to-market strategy is identified, founders quickly realize they need a proactive program that goes beyond basic customer services. By now the team may have a CRM program to manage customers and a basic set of steps they put the customer through. This simply isn’t enough to grow your customer relationships to their full potential value. You need a customer success program to grow quickly and to serve many through scale. This is where the right people, processes and technology come into play. Join Emilia D’Anzica, a customer success and engagement strategist, as she walks you through customer success essentials to consider as you grow your company and customer success team. During this webinar, you will learn core pillars of customer success by: Putting yourself in your customer’s shoes. Shifting your strategy to a Growth mindset. Building a scalable customer success framework. You'll walk away with actionable steps for you and your team to leverage immediately. When: November 14th at 11AM PT (2PM ET, 7PM GMT)
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 6, 2018
I often write my blog posts and articles whilst travelling on either a train or an aeroplane.
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.
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!
Advertisement
Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.
ijgolding
JULY 24, 2018
Machine learning has in?ltrated ltrated our daily lives in a myriad of ways. Often, these machine learning predictions happen in the background and we rarely notice them. But what about at your place of employment? Has machine learning made you better at your job?
ijgolding
JULY 9, 2018
Where does Customer Experience (CX) ‘sit’ in an organisation? This is a question I am frequently asked.
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
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.
Speaker: Jere Matthews, VP, Operations at Rutter's
Join Intouch Insight and Rutter's on October 25 at 2pm EST to learn how one of America's favorite convenience stores delivers on their brand promise.
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
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
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
MAY 21, 2018
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.
Advertisement
Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.
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!
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
MAY 23, 2017
For much of my career, I, like many of my peers, have had to suffer what I like to call the ‘rolling eyes phenomenon’ on numerous occasions.
ijgolding
FEBRUARY 26, 2018
I make no secret of my love for all things culinary. In fact, if I did not also have a passion for running, I would quite literally be the size of a rather large house!
Advertisement
A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.
ijgolding
MAY 10, 2018
I first started writing my blog six years ago. Since that time, I have crafted hundreds of articles – producing them, almost religiously, on a weekly basis. Regularly, I am asked how I generate the ideas behind the articles – ‘do I have a plan and schedule for the year?’
ijgolding
DECEMBER 5, 2016
As anyone with young children will attest, the well-known TV character ‘Bob the Builder’ is best known for coining the phrase ‘can we fix it?’, ’, followed by the cry of ‘yes we can!!’
ijgolding
JULY 24, 2018
‘Culture by design’, a white paper by Pelorus Jack and prominent academics from Cranfield School of Management , explores how to connect organisations with their customers to create a consistent, world-class customer experience that leads to sustained commercial success.
ijgolding
JULY 18, 2018
During the last ten years, I have attended many Customer Experience (CX) events around the globe. In the early part of that decade, I would always leave conferences with at least one ‘nugget’ of inspiration.
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