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+00:00November 23rd, 2018|Customer retention and loyalty, CX Measurement|1 Comment

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+00:00November 14th, 2018|CX Measurement|0 Comments

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+00:00August 30th, 2018|Customer Journeys, CX Measurement, CX Strategy, Retail|0 Comments

The State of UK Communication Service Providers Survey

It is very likely you have read various articles over the last few years describing how the UK's communication service providers are struggling to cope with constant market change. Additionally, global customer experience benchmarking studies confirm that communication providers are lagging well behind companies in other industries. Stratmetrix.com are conducting a study in the UK, [...]

By |2018-03-02T05:23:38+00:00March 2nd, 2018|CX Measurement, Telecoms|0 Comments

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 [...]

NetCNS: a crucial new metric to maximise your competitive edge, by Stephen Hewett

The whole idea of the Net Promoter Score (NPS) is based around asking customers the question ‘How likely is it that you would recommend our company/product/service to a friend or colleague?’ and proposing to them a variety of response options based on a zero to ten scale. In the years since its introduction, NPS has [...]

By |2017-12-05T07:23:39+00:00December 5th, 2017|CX Measurement, CX Professionals|6 Comments

A (CX) Tale of Two Cafes, by Beth Richardson

In 1859 Charles Dickens wrote A Tale of Two Cities, where citizens rise up in revolution. As a teenager studying for A-levels, I spent many hours tearing my hair out trying to decipher it! This is not a tale of two cities, but rather of two cafes, and a quiet revolution where small businesses cannot [...]

By |2017-08-02T16:09:00+00:00August 2nd, 2017|CX Measurement, CX Strategy|0 Comments

Customer Experience Benchmarking: beware how you use it!

If you have read my articles in the past, you will know that I am an ardent fan of investigating the definitions of certain words and phrases. Yesterday, I had the pleasure of participating as a judge at the International Business Excellence Awards in Dubai. One of the awards entrants used the word 'benchmarking', multiple [...]

Customer Journey Management – it’s not just about the mapping!

Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again! As with any profession, it is defined by a number of competencies, tools, techniques and methodologies that are recognised and practised by thousands of specialists around the world. It is a [...]