complaints Archives - I J Golding

Acknowledge, Apologise, Address – the 3 A’s of dealing with mistakes!
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Acknowledge, Apologise, Address – the 3 A’s of dealing with mistakes!

Communication Channels, Customer Journeys, CX Strategy, People

Acknowledge, Apologise, Address – the 3 A’s of dealing with mistakes!

I have sometimes been accused of intentionally looking for the bad things that organisations do to customers. Whilst it is true to say that I often describe experiences that are a long way from meeting customer expectation, I never actively seek out the negative. If I am guilty of anything, it is of reporting the [...]

By Ian Golding|2015-04-13T13:18:32+01:00July 15th, 2014|Communication Channels, Customer Journeys, CX Strategy, People|0 Comments

Don’t be afraid to talk to customers! My number 1 Customer Experience leadership tip!
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Don’t be afraid to talk to customers! My number 1 Customer Experience leadership tip!

Communication Channels, Customer Journeys, Customer retention and loyalty

Don’t be afraid to talk to customers! My number 1 Customer Experience leadership tip!

It never ceases to amaze me how often I hear stories describing senior leaders lack of desire to speak to, meet or have any direct interaction with customers. Despite the fact that they are leading large teams of customer facing people, an irrational fear of coming face to face with the paying customer is more common than you might think. [...]

By Ian Golding|2015-04-13T13:19:40+01:00June 16th, 2014|Communication Channels, Customer Journeys, Customer retention and loyalty|3 Comments