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Customer Effort: How to Make Things Difficult for Customers, by Premier Inn

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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….

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NetCNS: a crucial new metric to maximise your competitive edge, by Stephen Hewett

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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.

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Customer Journey Management – it’s not just about the mapping!

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Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again!

The Human Experience (HX) – the result of all other experiences

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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.

The New Standard: Why Employee Obsession Matters

We often hear about putting the customer first, or the famous saying: the customer’s always right. But at TaskUs, we put the employee before our customers and before our shareholders. Read our eBook to learn more about why we focus on the employee experience.

The Role of Digital in Customer Experience, by Sandeep Kuvvarapu

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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.

6 Things All Customer Centric Leaders Do

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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 Experience.

The Customer Experience Hokey Cokey! Why do companies find it so hard to commit to CX?

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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.

What makes the the worlds #1 Customer Experience brands?

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As I quite literally travel the world talking, listening and working with individuals and organisations who have an interest in Customer Experience, I am regularly asked who the world’s ‘best’ Customer Experience brands are. ‘Who is good at CX?’ ’ is a pretty typical question. It is a good question to ask and one that I […].

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37 Techniques to Achieve Excellent Customer Service

Excellent customer support is essential for any business. Many are turning to phone support as the most effective way for developing personalized and real-time connections and solutions for their customers.

Whose job is it anyway? The importance of accountability in the world of Customer Experience

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I absolutely love it when people share things with me that I have never come across before. It is why I am so adamant about calling myself a ‘specialist’ – not an expert – as I spend my life continually learning.

The 14 Leadership Principles that Drive Amazon

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Over the last five years, a small number of organisations have featured multiple times in my writing. In the vast majority of cases, I have used these businesses as a way of bringing to life global best practice in the field of Customer Experience Management.

Customer Service; Customer Experience; Customer Centricity – what is the difference between them?

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It is difficult to deny that these three terms are becoming increasingly visible in the language of business: Customer Service. Customer Experience. Customer Centricity.

Engaging Your People in Customer Experience Improvement Activity: 6 Key Questions 

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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.

Customer Experience: The Differentiation Battleground

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The Golding family car – a Renault Grand Espace we affectionately call ‘the beast’ – is reaching the end of its life.

Customer Experience Transformation in Telecoms

Transforming CX: Critical success factors mobile operators are looking for.

Customer Experience Design: 3 essential (design) skills for creating a great customer experience

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Voice of the Customer: It’s Time for a Global Customer Experience Wakeup Call

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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.

CUSTOMER CULTURE: How does it drive future business performance?

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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.

How to Embed a Customer Experience Framework 

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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.

The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.

Taking Ownership – key to the success of your approach to Customer Experience

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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.

‘Customer excellence is here: it’s just not very evenly distributed yet’. The Nunwood 2014 UK Customer Experience Excellence Report

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‘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.

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How to spectacularly fail your customers and damage your brand – by British Airways

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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.

Customer Experience Commitment – 2016 Customer Centricity Research Findings

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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!

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

‘Sweeping the steps of Customer Experience in 2014? – out with the old and in with the new for 2015

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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.

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What does it really mean to be a Customer Experience Professional?

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Last week I had the honour of being a judge at the 8th annual UK Customer Experience Awards. The fact that I have now been a part of this yearly celebration for all 8 of those years (as a finalist, winner and judge), makes me feel rather old.

What it takes to be a Customer Experience Professional – My CX Journey, by Carlton Gajadhar

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Customer Centric Leadership: Are You Investing in the Organisational “Ecosystem” or Your Personal “Egosystem”?

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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!

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.

7 Top Tips to Create a Customer-Centric Culture 

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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.

Find, Win, Keep: A simple customer centric business strategy

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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.

Mystery Shopping Programmes – great in reality or just in theory?

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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.

Why 2016 should NOT be ‘the year of the customer’

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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.

5 Customer Satisfaction Templates You Can Use Right Away

Begin or improve your customer satisfaction program with these 5 ready to use templates.

Customer Effort – it’s real meaning through real stories (Vauxhall might want to read this!)

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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.

Transformational Leadership – the key to unlocking the competencies of Customer Experience Professionals

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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).

Customer Experience – Kyoto-style: By Beth Richardson

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Earlier this year I was lucky enough to visit Kyoto in Japan for a holiday. Being a customer experience specialist means never quite leaving work behind, even on holiday, and I wanted to find out whether the customer experience in Kyoto would be different to anywhere else. Kyoto is a wonderful place.

So you attended the Customer Experience workshop, what now??? by Paul Clavering

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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 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?