Do you know the facts? 4 steps to deploying a customer focussed measurement system

A few weeks ago, I introduced my perspective on the significance of a customer experience framework and how it can help an organisation to focus its customer experience efforts (https://ijgolding.com/2013/03/26/strategy-measurement-people-a-simple-framework-for-managing-customer-experience/) The framework I personally deploy when working with an organisation has three core components – STRATEGY (or proposition); MEASUREMENT (or facts); and PEOPLE (or engagement [...]

By |2015-04-13T13:32:31+01:00April 30th, 2013|Customer Journeys, CX Measurement, General|1 Comment

Trust – the embodiment of customer experience

Trust – a small word that means so much. It is a word that plays an enormous part in all our lives. A word that epitomises our start in life – from the minute we enter in to the world, we immediately have complete trust in the people who care for us. As we grow [...]

By |2024-02-07T10:54:30+00:00April 25th, 2013|Customer retention and loyalty|3 Comments

‘Got a problem? Get Tweeting!’ – the story of a fresh cream eclair without the cream!!

I am sure that the first thing that captured your attention when you saw this picture was my beautiful, almost 10-year-old, daughter Ciara. The second thing you will have noticed is the 'choux' pastry she is holding in front other face. Ciara is holding up the remains of a fresh cream chocolate éclair from Waitrose. Can you [...]

By |2015-04-13T13:33:43+01:00April 18th, 2013|Communication Channels, Social Media|4 Comments

‘Its simple – I just give my customers what they need and they keep coming back!’

In February 2012, I delivered a presentation to the University of Lancaster Management School. The session focussed on why putting the customer at the heart of business strategy is evolving the Retail Industry around the globe. Essentially, it sums up my perception of what is going on in the high street. The audience was made [...]

By |2015-03-30T11:29:55+01:00April 15th, 2013|CX Strategy, Retail|0 Comments

‘To be a CXP or not to be a CXP…..that is the question!’

This blog post is an article I have written for the April edition of the Customer Experience Magazine - you can read the article via this link as well as some other great content - http://www.customerexperiencemagazine.co.uk/features/to-be-a-cxp-or-not-to-be-a-cxp-that-is-the-question/ Whenever I am asked the question – ‘what do you do then?’ – I always describe myself as a [...]

By |2015-04-13T13:33:46+01:00April 9th, 2013|CX Professionals|0 Comments
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