What do customers really want? The top five most important things revealed

A few weeks ago, I decided to conduct some independent research. I have always been intrigued to know exactly what is most important to us as consumers, and up until now have used my professional experience, personal experiences and gut feel to assess what I thought to be the most important things. Thanks to friends, contacts and [...]

Shhhhh!! Don’t mention Six Sigma – the truth behind the stigma

I am about to say something that I rarely do in public these days (I bet that got your attention!). I am a Lean Six Sigma Master Black Belt. There.....I did it. To those that do not know what this means, you are probably wondering what on earth I am on about. To those of [...]

By |2015-04-13T13:27:24+01:00September 16th, 2013|CX Measurement, CX Professionals|25 Comments

‘You could win £500!!’ Should you incentivise customer feedback?

I have often wondered about the pros and cons of incentivising customer feedback. I am not sure what kind of person this makes me - hopefully one that is forever focussed on all of the things around us that can and will contribute to customer experiences being made better! Capturing customer feedback is not easy. [...]

By |2015-04-13T13:27:34+01:00September 9th, 2013|Customer Journeys, CX Measurement|2 Comments

‘Brilliant Basics or Magic Moments?’ What should you be focussing on?

'What does my business need to do better?' A pretty simple question that many business owners, shareholders, boards of directors, senior managers and employees all over the world will ask, or be asked on a regular basis. Although the question is simple, the answer is often not. A number of methods, tools, techniques and strategies [...]

Do you know the facts? 4 steps to deploying a customer focussed measurement system

A few weeks ago, I introduced my perspective on the significance of a customer experience framework and how it can help an organisation to focus its customer experience efforts (https://ijgolding.com/2013/03/26/strategy-measurement-people-a-simple-framework-for-managing-customer-experience/) The framework I personally deploy when working with an organisation has three core components – STRATEGY (or proposition); MEASUREMENT (or facts); and PEOPLE (or engagement [...]

By |2015-04-13T13:32:31+01:00April 30th, 2013|Customer Journeys, CX Measurement, General|1 Comment

STRATEGY – MEASUREMENT – PEOPLE: a simple framework for managing customer experience

Understanding, managing and improving the customer experience is a skill set that has led to the formation of a new profession. The proliferation of customer experience professionals has led to the creation and adoption of a variety of methods, techniques and approaches to putting the customer at the heart of the organisation. Many 'customer experience [...]

Customer Feedback – Ten Tips to help you get it right

In May 2012, I was fortunate enough to be able to present at the inaugural Customer Experience Strategy Summit in London. I was asked to speak on the subject of the customer experience (CX) measurement – a subject that is very close to my heart. On Sunday, Business Reporter produced a special report on the [...]

By |2015-04-13T14:08:28+01:00July 10th, 2012|CX Measurement|2 Comments

Customer Feedback – Why Bother?

This weekend I received an email from Starbucks. The title of the email was 'My Starbucks Idea'. I was made aware of this initiative a couple of years ago - a genuine proactive initiative to involve customers in a discussion to essentially make Starbucks better. A tool to ensure that customer feedback is used positively and [...]

By |2015-04-13T14:08:32+01:00July 2nd, 2012|CX Measurement|3 Comments
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