Customer Experience Sustainability: don’t let your CX house fall down! Gallery Customer Experience Sustainability: don’t let your CX house fall down! Customer Experience Training, CX Professionals, CX Strategy, Uncategorized Customer Experience Sustainability: don’t let your CX house fall down!By Ian Golding|2016-07-13T05:12:15+01:00July 13th, 2016|Categories: Customer Experience Training, CX Professionals, CX Strategy, Uncategorized|Tags: customer expectations, customer experience, customer experience competencies, customer experience strategy, customer experience sustainability, customer first, meeting and exceeding customer expectation|Read More 1
“Oh when you smilin’, when you smilin’ The whole world smiles with you” – do happy customers = better customer experiences? Gallery “Oh when you smilin’, when you smilin’ The whole world smiles with you” – do happy customers = better customer experiences? Customer Journeys, Customer retention and loyalty, People, Recovery, Uncategorized “Oh when you smilin’, when you smilin’ The whole world smiles with you” – do happy customers = better customer experiences?By Ian Golding|2016-07-04T14:03:19+01:00July 4th, 2016|Categories: Customer Journeys, Customer retention and loyalty, People, Recovery, Uncategorized|Tags: customer experience, employee engagement, empowerment, happy customers, old-fashioned values, Pret a Manger, ritz carlton|Read More 10
Communication, communication, communication! Why you cannot ‘over’ communicate when it comes to Customer Experience Gallery Communication, communication, communication! Why you cannot ‘over’ communicate when it comes to Customer Experience Communication Channels, CX Strategy, People Communication, communication, communication! Why you cannot ‘over’ communicate when it comes to Customer ExperienceBy Ian Golding|2016-06-22T05:17:07+01:00June 22nd, 2016|Categories: Communication Channels, CX Strategy, People|Tags: customer centric, customer centric culture, customer centricity, customer experience, customer experience communication, People, people engagement|Read More 2
Customer Experience Commitment – 2016 Customer Centricity Research Findings Gallery Customer Experience Commitment – 2016 Customer Centricity Research Findings Customer retention and loyalty, CX Professionals, CX Strategy Customer Experience Commitment – 2016 Customer Centricity Research FindingsBy Ian Golding|2016-06-14T11:52:13+01:00June 14th, 2016|Categories: Customer retention and loyalty, CX Professionals, CX Strategy|Tags: commitment, customer centricity, customer centricity definition, customer experience, customer experience commitment, customer experience research|Read More 8
Over-engineering the Customer Experience – ‘Digital’ is not the answer to everything! Gallery Over-engineering the Customer Experience – ‘Digital’ is not the answer to everything! Channels, Customer Journeys, CX Strategy Over-engineering the Customer Experience – ‘Digital’ is not the answer to everything!By Ian Golding|2016-06-07T17:26:45+01:00June 7th, 2016|Categories: Channels, Customer Journeys, CX Strategy|Tags: citizenM, digital customer experience, digital experience, mycustomer.com, over engineering the customer experience, Turn Back Time: the Family|Read More 1
Nice to meet you! How well do you know your colleagues? Gallery Nice to meet you! How well do you know your colleagues? Customer Journeys, CX Professionals, CX Strategy, People Nice to meet you! How well do you know your colleagues?By Ian Golding|2016-06-06T06:18:52+01:00June 6th, 2016|Categories: Customer Journeys, CX Professionals, CX Strategy, People|Tags: breaking down silos, collaboration, Colleagues, customer experience, Customer Journey, customer personas, CustomerThink, employee heroes, employee personas, end to end customer journey, People, people centric, people engagement|Read More 3
Customer Experience Measurement – Why it is Vitally Important BUT Badly Done! Gallery Customer Experience Measurement – Why it is Vitally Important BUT Badly Done! Customer Experience Training, Customer retention and loyalty, CX Measurement, CX Professionals, CX Strategy Customer Experience Measurement – Why it is Vitally Important BUT Badly Done!By Ian Golding|2016-05-23T13:17:42+01:00May 23rd, 2016|Categories: Customer Experience Training, Customer retention and loyalty, CX Measurement, CX Professionals, CX Strategy|Tags: customer experience fact, Customer Experience Measurement, customer experience voices, Customer Journey, customer journeys, Customer Think, CX measurement, end to end customer journey, jumping to the wrong conclusion, organisational layers of customer experience, VOC, VOE, voice of the customer, voice of the employee, voice of the process, VOP|Read More 5
The Transparent Customer Experience: how measurement can benefit both company & customer Gallery The Transparent Customer Experience: how measurement can benefit both company & customer Customer Journeys, Customer retention and loyalty, CX Measurement, Regulation, Travel The Transparent Customer Experience: how measurement can benefit both company & customerBy Ian Golding|2016-05-12T05:40:18+01:00May 12th, 2016|Categories: Customer Journeys, Customer retention and loyalty, CX Measurement, Regulation, Travel|Tags: 2008 banking crisis, customer experience, food hygiene ratings, Mitsubishi, npower, Tesco, The Big Short, transparency, Transparent Customer Experience, ustomer experience measurement, Volkswagen|Read More 2
Customer Experience in the Gulf Region – Ian Golding talks CCXP with Tim Elliott of Dubai Eye Gallery Customer Experience in the Gulf Region – Ian Golding talks CCXP with Tim Elliott of Dubai Eye Customer Experience Training, CX Professionals Customer Experience in the Gulf Region – Ian Golding talks CCXP with Tim Elliott of Dubai EyeBy Ian Golding|2016-05-10T11:02:11+01:00May 10th, 2016|Categories: Customer Experience Training, CX Professionals|Tags: CCXP, ccxp in dubai, customer experience, customer experience in dubai, customer experience in the gulf region, customer experience training, Dubai Eye, Tim Elliott Dubai Eye|Read More 0
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