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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….

Customer V Owner – Who wins? You decide! (in other words, is the customer always right?!)

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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.

What really makes customers happy?

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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.

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.

How Omnichannel Ready Are You?

In this white paper, we will highlight some very common customer support problems that exist in most E-commerce businesses. Our intent to provide you with a solution that will set your business apart from your competitors so you can attract and retain your customers better.

So What?! There are plenty more customers where he came from!

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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!

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.

3 Steps to Making the Most of Machine Learning in Your Organization – by Jason McNellis

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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?

Into the Unknown! The parallel universe of self-publishing – the experience of publishing a book about customer experience!

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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.

Build a bot with the Genesys PureCloud platform and Amazon Lex

Take a front-row seat to hear how this contact center integration will upgrade your IT infrastructure. Learn how to practically apply Amazon Lex and machine learning to replace your legacy IVR and overcome common IVR problems.

With customer experience design, functional is good. But don’t stop there – by Beth Richardson

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“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.

Has Marketing lost its way or is it just changing? A perspective by Bernard Page

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Where does Customer Experience (CX) ‘sit’ in an organisation? This is a question I am frequently asked.

Customer unhappiness and how to create it. A masterclass by Emirates

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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.

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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.

How designing a customer experience culture leads to sustained commercial success – a whitepaper by Cranfield School of Management and Pelorus Jack

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‘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.

Frost & Sullivan White Paper–CX Innovation Through Agile & DevOps

Organizations are continuously improving their CX systems in an effort to keep up with customer demands. Automation increases quality and accelerates innovation. Learn how adopting Agile/DevOps will accelerate innovation and exceed customer expectations.

The Customer Service and Experience Summit – a pan-European event focused solely on the changing face of customer experience and customer service

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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.

Doing the right things the right way. An interview with Genevieve Bruketa-Baskovic

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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.

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Transform or Die! Business Transformation is No Longer Optional

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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.

Understanding the Employer Journey — The Employee Engagement Loop

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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.

eBook: Top 6 Benefits of Improving CX Assurance

More and more organizations understand the value of delivering a high-quality customer experience and investing in improving their CX assurance processes. Automating testing and monitoring, top the list of ways to improve their CX assurance efforts.

‘Welcome to our kitchen’! Would you have the courage to invite customers into the inner workings of your company?

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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!

4 Ways to Improve Customer Experience in 2018 – guest post from CCW NOLA

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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.

Thinking and acting in the interests of the customer. Have you enabled your people to do it?

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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?’

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The Customer Experience Million Dollar Question: Will my customer come back?

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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!

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

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.

Engaging your people with CX: Introducing the Customer Experience Game

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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.

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 desire to make a difference in creating a customer-oriented culture – an interview with Kathy van de Laar

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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.

Customer Experience Transformation in Telecoms

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

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.

The realities of life as a Customer Experience Professional – an interview with Richard Shenton

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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.

Customer Experience – that’s all just fluffy nonsense, isn’t it?

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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.

Customer Experience: Can We Fix It?

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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!!’

The Ten Commandments of Customer Service

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

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.

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.

Embedding Customer Centricity: The Customer Experience Jigsaw Puzzle

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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!!

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.

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5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.