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

I make no secret of my love for all things culinary. In fact, if I did not also have a passion for running, I would quite literally be the size of a rather large house! Like everything else we do as human beings, the 'eating out' experience is made up of several stages and touch [...]

Escaping the deserted island of strategy. A Customer Experience perspective from Manuela Pifani

As many of my followers are aware, one of the highlights of my year is having the honour of participating as a judge at the UK Customer Experience Awards. Three years ago, when Manuela Pifani entered the judging room, I expected to be impressed, but was not expecting to be overwhelmed. Manuela is one of [...]

By | 2018-02-12T11:48:59+00:00 February 12th, 2018|CX Culture, CX Leadership, CX Professionals|1 Comment

The customer conniption! Identifying the ‘final straw’ moment

Every day, every week, every month, every year, I learn something new. It is one of the reasons I obsess with calling myself a ‘specialist’, not an ‘expert’. Specialists never stop learning and I am regularly reminded that there nuggets of knowledge waiting around every corner. A few weeks ago, a fellow Customer Experience Specialist [...]

The importance of customer culture – an interview with Chris Brown

This year, Ian Golding (that’s me), will officially become the author of a book. A lifetimes ambition, I am beyond excited!! However, I would never have got to the point of being on the brink of achieving my ambition without the support of many people. A significant amount of support came via my crowdfunding campaign [...]

By | 2018-02-05T09:03:39+00:00 February 5th, 2018|CX Culture, CX Leadership, CX Measurement, CX Professionals|0 Comments