I am not the first, and will certainly not be the last professional person to work in and around the 'customer experience' field. There are thousands of customer experience professionals all around the world, and our number is growing at a very steady rate - something the Customer Experience Professionals Association (CXPA - http://www.cxpa.org/default.asp) is delighted to [...]
Whenever you start to talk about the concept of a 'customer centric culture', you run the risk of doing the following: Sounding as though you have magic powers that can 'change the world' Sounding ‘fluffy’ Sounding like a ‘consultant’ Now there is nothing wrong with any of those things in principle. I have always aspired [...]
In case you don't know, this is the wonderfully charismatic Nev Wilshere. Nev is the CEO of a company called Save Britain Money (http://www.savebritainmoney.co.uk/index.html). According to their website, the company 'provide a range of money saving services to the British public including; energy efficiency surveys and installation, renewable energy advice, pensions, mortgage reviews, online and [...]
It is the 15th August 2013. We are slap bang in the middle of holiday (vacation) season! Friends, family, colleagues and associates are travelling by train, planes, boats and buses to destinations near and far. Some will stay within easy reach of home, others will embark on exotic journeys half way around the world. I myself am [...]
As news breaks that the Duchess of Cambridge has gone in to early labour, the media furore that will ensure the world shares her joy (and pain) is already in full flow. With Our future King at her side, the Queen's third great-grandchild will very shortly be with us. There are few experiences that every [...]
Resentment. It is a pretty harsh word. It is a word that should most certainly NOT be on your mind when thinking about businesses and organisations that you interact with on a regular basis. However, over the last couple of weeks, a number of incidents that I personally have either experienced or read about have [...]
If you are reading this, you are almost certainly someone who enjoys reading a good blog. At least I hope that the blog posts you have been reading have been good! It is exactly 1 year since I penned my opening blog post. I started putting my thoughts out in to the ether as a result [...]
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 [...]
This is Helen Kewell. I met Helen and her husband Nick last year whilst attempting to climb too many mountains in too short a space of time. Helen is a very intelligent, witty, attractive mum of three - I am sure she will not mind me saying that she does not look like she has [...]
