General Archives - Page 3 of 3

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

Customer Journeys, CX Measurement, General

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

‘Don’t judge a book by its cover’ – it does not matter what you look like, a customer is a customer
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‘Don’t judge a book by its cover’ – it does not matter what you look like, a customer is a customer

Customer Journeys, Customer retention and loyalty, General, People, Retail

‘Don’t judge a book by its cover’ – it does not matter what you look like, a customer is a customer

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 [...]

By Ian Golding|2015-04-13T13:35:47+01:00February 11th, 2013|Customer Journeys, Customer retention and loyalty, General, People, Retail|9 Comments

I just want to close the curtains!! Can you take customer experience innovation too far?

This is a building in Glasgow. It looks like any other 'modernish' office block in the UK. This is not an office though. This building is a hotel - a new hotel in Glasgow called CitizenM. I had the pleasure (or at least I think that is what it was supposed to be) of staying [...]

By Ian Golding|2015-04-13T14:06:22+01:00November 19th, 2012|Customer Journeys, General|6 Comments

Pants! What is wrong with Marks & Spencer?

20 years ago, you could walk over London Bridge - make that any bridge in the UK for that matter - and be pretty sure that almost everyone traversing the bridge with you would be wearing something from Marks & Spencer (M&S). The things they would be wearing would very likely be pants (underwear for [...]

By Ian Golding|2015-04-13T14:06:30+01:00November 6th, 2012|CX Strategy, General, Retail|4 Comments

Apathy – whose fault is it?

My wonderful wife is the first to point out that I am not necessarily the best customer. Doing what I do for a living, I fully acknowledge that I am very conscious of the experiences I have as a customer - wherever that happens to be. Sometimes this leads to me 'harping on' about how wonderful organisations [...]

By Ian Golding|2015-04-13T14:06:44+01:00October 30th, 2012|General, People|10 Comments

‘We tried our best’ – is this statement ever good enough?
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‘We tried our best’ – is this statement ever good enough?

General

‘We tried our best’ – is this statement ever good enough?

If you live in Britain, you cannot fail to have been gripped by Olympic fever. Even if you have not been gripped by it, you will not have been able to avoid it. Olympic coverage is almost 24 hours a day, and with the medals rolling in, most Brits are delighted to 'lap it up'. [...]

By Ian Golding|2015-04-13T14:07:52+01:00August 6th, 2012|General|0 Comments

Memories – which ones are you creating?
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Memories – which ones are you creating?

General

Memories – which ones are you creating?

A few years ago I delivered a customer experience presentation to a large group of senior leaders within an organisation. The focus of the presentation was to enable them to focus on the significance of the things customers remember. In the hustle and bustle of the business environment, we often do not take the time [...]

By Ian Golding|2015-04-13T14:07:55+01:00July 31st, 2012|General|2 Comments

Customer Experience ‘what’?!
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Customer Experience ‘what’?!

CX Professionals, General

Customer Experience ‘what’?!

I am often asked what I do for a living. This is by no means unusual. I am sure the same happens to you on a regular basis. If I had been a doctor, or lawyer, or plumber, or electrician, or nurse, or accountant, this would be an extremely simple question to answer. In fact, [...]

By Ian Golding|2015-04-13T14:08:03+01:00July 26th, 2012|CX Professionals, General|4 Comments