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

Since I published my new book at the end of April, I have intentionally held off adding to my social media content. In fact this post will be the first in June 2018! The hiatus in my writing does not mean I have run out of things to say on the subject of customer experience [...]

Put Your Customers Second – an interview with James Dodkins

In 2018, 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 |2017-12-01T11:53:17+00:00December 1st, 2017|CX Leadership, CX Professionals, CX Reviews|0 Comments

Customer V Owner – Who wins? You decide! (in other words, is the customer always right?!)

I am very lucky to live in a beautiful city in the North West of England. Yes… I am not actually there as often as I would like, but when I am, I do not take for granted that my children are being raised in a lovely environment. Founded as a Roman Fort in 79 [...]

‘Welcome to our kitchen’! Would you have the courage to invite customers into the inner workings of your company?

Allow me to start this post by asking a question. What happens when two Customer Experience Professionals visit a restaurant together for the first time?  Whilst this is not the opening line to a bad joke, I can already anticipate your 'snorting' and 'chuckling' from here! 'A right royal pain in the butt', is most [...]

The Customer Experience Reality Check! The case of Manchester Airport

Resignation. Sufferance. Tolerance. Three words from the English dictionary. Three words that you would not typically want to associate with the subject of Customer Experience. Yet these three words are the ones that regularly go through my mind when I interact with organisations that if I had the choice, I would much rather NOT interact [...]

DELTA Vs VIRGIN – a Customer Experience Comparison by Michael Bartlett

If you have been a follower of my writing for some time, you will know that I am no stranger to air travel! Having flown over 300 times in the last two years alone, I am well versed in the differences between airlines. In fact, one of my most read posts is a review I conducted [...]

Heart or head first? Which is more important in driving great Customer Experiences?

One of my Fathers most memorable quotes when I was a young boy was 'engage your brain before opening your mouth!' - I am unlikely to be the only adult who was given this type of advice in their youth! Talking from the heart; saying what I want to say; saying what I believe in; [...]

Book Review – On Purpose – Delivering a branded customer experience people love

I have been saying for a long time now that the reason organisations exist is to 'fulfill a purpose'. Sadly, many consciously and some unconsciously, believe that the reason their organisation exists is 'to make money'. I wholeheartedly disagree. The mantra that I impart on to anyone who will listen is as follows: No commercial [...]

at the hollows – Customer Experience Review

I was inspired to create my own methodology for writing Customer Experience Reviews by reading and watching the plethora of infamous restaurant critics who are regularly in the public eye. Apart from the fact that I have always been envious of anyone who gets PAID to eat in the best restaurants all over the world, [...]

Lessons in authentic leadership from ao.com: It’s not First Time Resolution – it’s Personal Resolution!

Social media has truly changed our lives in so many ways. For me personally, the last few days have demonstrated how the influence of what we see online has affected the way businesses operate. I had the pleasure of delivering a keynote speech at an event for a financial services company on Thursday. I was invited [...]