Ian Golding | Latest Leadership Articles | Customer Experience

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Latest Thought Leadership

Ian's Latest Articles

BlogVicki Gray2017-05-09T19:57:45+01:00

August 2018

The Accidental Customer Experience
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The Accidental Customer Experience

Customer Journeys, CX Culture, CX Leadership, CX Professionals, CX Strategy

The Accidental Customer Experience

By Ian Golding|2018-08-07T06:25:36+01:00August 7th, 2018|Categories: Customer Journeys, CX Culture, CX Leadership, CX Professionals, CX Strategy|Tags: customer experience, CustomerThink, cx, emotional, Emotional engagement, emotional experience, intentional, intentional customer experiences, random and unintentional customer experiences|

How NOT to survive in a disrupted world – the case study of UK retailer, FatFace
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How NOT to survive in a disrupted world – the case study of UK retailer, FatFace

Customer Journeys, Customer retention and loyalty, CX Leadership, CX Strategy

How NOT to survive in a disrupted world – the case study of UK retailer, FatFace

By Ian Golding|2018-08-03T08:05:04+01:00August 3rd, 2018|Categories: Customer Journeys, Customer retention and loyalty, CX Leadership, CX Strategy|Tags: Amazon, customer centricity, customer experience, customer loyalty, cx, disruption, FatFace, retention|

July 2018

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

CX Culture, CX Leadership

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

By Ian Golding|2018-07-24T11:41:02+01:00July 24th, 2018|Categories: CX Culture, CX Leadership|Tags: Cranfield School of Management, Customer Culture, customer experience, customer experience culture, cx, Disney, walt disney|

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

Customer Journeys, CX Professionals

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

By Ian Golding|2018-07-05T09:06:29+01:00July 5th, 2018|Categories: Customer Journeys, CX Professionals|Tags: Amazon, customer experience, Customer What, cx, publishing, self publishing|

June 2018

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

Customer Journeys, Customer retention and loyalty, CX Culture, CX Leadership, CX Reviews, Recovery

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

By Ian Golding|2018-06-26T06:25:16+01:00June 26th, 2018|Categories: Customer Journeys, Customer retention and loyalty, CX Culture, CX Leadership, CX Reviews, Recovery|Tags: customer experience, customer experience transformation, customer loyalty, cx, Enterprise Rent-a-Car|

May 2018

Transform or Die! Business Transformation is No Longer Optional
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Transform or Die! Business Transformation is No Longer Optional

Customer retention and loyalty, CX Leadership, CX Strategy, Financial Services, Recovery, Retail

Transform or Die! Business Transformation is No Longer Optional

By Ian Golding|2018-05-22T04:39:33+01:00May 22nd, 2018|Categories: Customer retention and loyalty, CX Leadership, CX Strategy, Financial Services, Recovery, Retail|Tags: Amazon, business disruption, business purpose, business transformation, customer experience, cx, Simon Sinek|

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

Customer retention and loyalty, CX Culture, People, Recovery, Travel

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

By Ian Golding|2018-05-10T09:08:56+01:00May 10th, 2018|Categories: Customer retention and loyalty, CX Culture, People, Recovery, Travel|Tags: accessible, customer experience, Customer What, cx, cx accountability, emotional, empowerment, functional|

March 2018

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

Communication Channels, CX Leadership, People, Recovery, Travel

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

By Ian Golding|2018-03-19T08:37:35+00:00March 19th, 2018|Categories: Communication Channels, CX Leadership, People, Recovery, Travel|Tags: customer empathy, customer experience, cx, Emirates, Emirates customer experience, empathy, flight cancellation, human experience|

February 2018

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

Customer Journeys, Customer retention and loyalty, CX Culture, CX Leadership, Uncategorized

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

By Ian Golding|2018-02-27T06:11:39+00:00February 27th, 2018|Categories: Customer Journeys, Customer retention and loyalty, CX Culture, CX Leadership, Uncategorized|Tags: customer acquisition, customer experience, customer loyalty, Customer Retention, cx, Haute Dolci, La Fattoria|

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