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
If you happen to live in the UK and regularly have to rely on public transport to commute to and from work, the heralding of a brand spanking new year is unlikely to have filled you with much joy – from the commuting perspective that is. MORE
Every day, every week, every month, every year, I learn something new. 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
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. 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
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. MORE
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. MORE
If you have ever met me, or indeed read anything I have written, it is extremely likely you will know that I am rather passionate about the Customer Experience (CX) Profession. In fact, anyone who comes in to contact with me via any means will almost certainly fail to avoid that fact! 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
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
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
The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. And they hold businesses back. In the last month alone, 1000s of words have been published on this very subject by the likes of LinkedIn, HBR and Forbes. MORE
As many of my followers are aware, one of the highlights of my year is having the honour of participating as a judge at the UK Customer Experience Awards. Three years ago, when Manuela Pifani entered the judging room, I expected to be impressed, but was not expecting to be overwhelmed. MORE
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. 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 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
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
As we approach the end of another calendar year, it is always appropriate for bloggers, writers, thought leaders and professionals in general, to reflect on what has passed, as well as what is to come in the future. 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
“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
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!! MORE
It is very likely you have read various articles over the last few years describing how the UK’s communication service providers are struggling to cope with constant market change. 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
Anyone who knows me will tell you that I love a good story. Storytelling is such a powerful way of bringing theories and concepts to life – if you are good at it, the use of stories as a way of inspiring others is second to none. 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
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
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
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
As the launch of my first book get’s ever closer to becoming a reality, my level of personal excitement is almost at its peak!! 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
The Golding family car – a Renault Grand Espace we affectionately call ‘the beast’ – is reaching the end of its life. MORE
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
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
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
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.
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
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
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.
Advertisement
What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
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 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
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
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!
ijgolding
MARCH 27, 2018
As the launch of my first book get’s ever closer to becoming a reality, my level of personal excitement is almost at its peak!! However, I would never have got to the point of being on the brink of achieving my ambition without the support of many people.
Advertisement
Learn 5 actions your organization can take right now to improve the customer experience.
ijgolding
MARCH 20, 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
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
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
FEBRUARY 13, 2018
The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. And they hold businesses back. In the last month alone, 1000s of words have been published on this very subject by the likes of LinkedIn, HBR and Forbes.
Advertisement
Transforming CX: Critical success factors mobile operators are looking for.
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
FEBRUARY 15, 2018
If you have ever met me, or indeed read anything I have written, it is extremely likely you will know that I am rather passionate about the Customer Experience (CX) Profession. In fact, anyone who comes in to contact with me via any means will almost certainly fail to avoid that fact!
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
JANUARY 12, 2018
If you happen to live in the UK and regularly have to rely on public transport to commute to and from work, the heralding of a brand spanking new year is unlikely to have filled you with much joy – from the commuting perspective that is.
Advertisement
This cheat sheet covers ten fundamentals of customer service to help your business excel.
ijgolding
DECEMBER 11, 2017
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.
ijgolding
MARCH 1, 2018
It is very likely you have read various articles over the last few years describing how the UK’s communication service providers are struggling to cope with constant market change.
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
DECEMBER 14, 2017
As we approach the end of another calendar year, it is always appropriate for bloggers, writers, thought leaders and professionals in general, to reflect on what has passed, as well as what is to come in the future.
Advertisement
Tactics for Boosting Engagement and Brand Affinity.
ijgolding
AUGUST 20, 2017
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.
ijgolding
FEBRUARY 9, 2018
Every day, every week, every month, every year, I learn something new.
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
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!!
Advertisement
Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.
ijgolding
FEBRUARY 12, 2018
As many of my followers are aware, one of the highlights of my year is having the honour of participating as a judge at the UK Customer Experience Awards. Three years ago, when Manuela Pifani entered the judging room, I expected to be impressed, but was not expecting to be overwhelmed.
ijgolding
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.
ijgolding
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.
ijgolding
NOVEMBER 15, 2016
Anyone who knows me will tell you that I love a good story. Storytelling is such a powerful way of bringing theories and concepts to life – if you are good at it, the use of stories as a way of inspiring others is second to none.
Advertisement
Begin or improve your customer satisfaction program with these 5 ready to use templates.
INDUSTRY INSIGHTS YOUR PEERS ARE READING
182 
Let's personalize your content