About Ian Golding

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So far Ian Golding has created 394 blog entries.

Why most companies miss the biggest financial benefits of customer feedback – by Guy Letts

Customer experience is important, that much we know. Readers of this blog won’t need persuading of the link between a company’s success and a great customer experience. Happy customers stay longer, buy more, they tell their friends, and your company grows. But let them down and your revenue shrinks instead. Knowing what to do is [...]

By |2019-02-27T03:02:13+01:00February 27th, 2019|Customer retention and loyalty, CX Measurement|0 Comments

Outsourcing: where did I go wrong? – by Tim Sunley

Do you remember the word “mankind”? personally I am a supporter of using the gender neutral “humankind” and can see how, regardless of my underlying motivation, using a different word can have a significant impact on the reader. Let’s be clear though, a word change doesn’t automatically result in a change of heart/attitude/ language. But [...]

By |2019-01-24T03:14:46+01:00January 24th, 2019|CX Leadership, CX Strategy, General, Technology|1 Comment

The lost suitcase – the sad reality of customer experience evolution

According to Wikipedia, the term, ‘seven year itch’ can be described as follows: The seven-year itch is a psychological term that suggests that happiness in a relationship declines after around year seven of a marriage. The phrase originated as a name for irritating and contagious skin complaints of a long duration. Examples of reference may [...]

The future of VOC measurement – don’t let organisations do it themselves!

When it comes to the subject of Customer Experience (CX), everyone has an opinion. Differing opinions are not a bad thing – it is incredibly healthy for there to be differing perspectives on all things in this life. Whilst I will not bore you with my personal opinions on staple subjects such as politics (especially [...]

By |2018-11-23T09:50:42+01:00November 23rd, 2018|Customer retention and loyalty, CX Measurement|2 Comments

Why a VOC program is vital to your B2B business – by Kimberly Holbrook

In the ‘Customers 2020 Progress Report’ (Walker), it is predicted that Customer Experience (CX) will surpass price and product as the key differentiator by the year 2020. Right now, CX and Voice of the Customer (VoC) are considered to be the two most important areas of improvement if a business wants to remain competitive. For [...]

By |2018-11-14T04:11:43+01:00November 14th, 2018|CX Measurement|0 Comments

The Distance Between Prawn Crackers and Preferences in Most Customer Experiences Today. By Greg Moore, Episerver

We are all customers. We buy products and services. We buy brands. When it comes to our own organizations, however, we disconnect our consumer self with our business self. “Out in the wild” we know that our customer experience is shaped by the perception we have in each interaction with a brand.  In other words, [...]

Sometimes you win, sometimes you learn – a review of the 2018 UK Customer Experience Awards

I have often written about the fact I feel truly blessed to be able to practice my vocation on a daily basis. I am afforded the opportunity to see and experience so many different things, in so many different places. Whilst it is exhausting, I will never take for granted the opportunity this gives me [...]

Is your organisation interconnected? The employee – customer chain

I am extremely fortunate to be afforded the opportunity to share my knowledge and passion all over the world. This year, the number of countries I have worked in over the last 6 years will hit the 40 mark. However, whilst I will never take for granted how lucky I am being able to travel [...]

Introducing MapTrack.One: Adding accountability & predictability to the organisational approach to CX

Having worked with my good friend, Stefan Osthaus, for many years, it is never a surprise to constantly find him looking for new, innovative ways to help others improve their effectiveness in the field of customer experience. Like me, Stefan leverages decades of practitioner experience to support businesses and customer experience professionals in a consulting [...]

The current state of Customer Experience in Retail: The ForeSee Experience Index (FXI)

The business world as we have always known it is changing. Many would argue that is always has been - changing that is. Since the dawn of time, human beings have been interacting with each other, exchanging money for goods and services. Only yesterday, a contact of mine shared an article with me about, what [...]

By |2018-08-30T08:13:54+01:00August 30th, 2018|Customer Journeys, CX Measurement, CX Strategy, Retail|0 Comments