October 2013 - I J Golding

‘A picture is worth a thousand words’. Do you know what technology can do for your customer experience?
Gallery
‘A picture is worth a thousand words’. Do you know what technology can do for your customer experience?

Technology

‘A picture is worth a thousand words’. Do you know what technology can do for your customer experience?

Only a couple of weeks ago, I wrote a blog post on the subject of technology and how it is having such a significant influence on the customer experience. If you did not get the chance to read it, you can do so here - https://ijgolding.com/2013/10/08/facebook-is-not-even-10-years-old-how-technology-and-innovation-is-influencing-the-customer-experience/. It is very difficult to dispute the fact that [...]

By Ian Golding|2015-04-13T13:26:35+01:00October 30th, 2013|Technology|1 Comment

Customer Service or Customer Experience? What exactly does customer experience mean?
Gallery
Customer Service or Customer Experience? What exactly does customer experience mean?

Customer Journeys, Customer retention and loyalty, General

Customer Service or Customer Experience? What exactly does customer experience mean?

I am not the first, and will certainly not be the last professional person to work in and around the 'customer experience' field. There are thousands of customer experience professionals all around the world, and our number is growing at a very steady rate - something the Customer Experience Professionals Association (CXPA - http://www.cxpa.org/default.asp) is delighted to [...]

By Ian Golding|2015-04-13T13:26:43+01:00October 23rd, 2013|Customer Journeys, Customer retention and loyalty, General|7 Comments

Customer Effort – it’s like pulling teeth!
Gallery
Customer Effort – it’s like pulling teeth!

Customer retention and loyalty

Customer Effort – it’s like pulling teeth!

If you have followed my blog posts for a while, you will know that I am a big believer in using my own experiences to demonstrate all aspects of customer experience management. Doing what I do for a living, I am not necessarily the easiest of customers to please - I would argue that I [...]

By Ian Golding|2015-04-13T13:26:46+01:00October 14th, 2013|Customer retention and loyalty|2 Comments

Facebook is not even 10 years old! How technology and innovation is influencing the customer experience
Gallery
Facebook is not even 10 years old! How technology and innovation is influencing the customer experience

Communication Channels, Customer Journeys, Social Media, Technology

Facebook is not even 10 years old! How technology and innovation is influencing the customer experience

My eldest daughter Ciara is 10. When she came into the world, Facebook did not exist. It was still just an innovative idea being developed in the mind of its founder, Mark Zuckerberg. A little over three years ago, the iPad did not exist. First launched in April 2010, it is hard to remember what life was like without [...]

By Ian Golding|2015-04-13T13:26:58+01:00October 8th, 2013|Communication Channels, Customer Journeys, Social Media, Technology|3 Comments