As anyone with young children will attest, the well-known TV character 'Bob the Builder' is best known for coining the phrase 'can we fix it?', followed by the cry of 'yes we can!!'. True to these words, Bob and his trusty sidekicks, Scoop, Roley and Dizzy (among others), do indeed fix things. So what (I hear you [...]
Some say that I am easily confused! So it may come as no surprise that I should write a blog post with a rather confusing headline. On the one hand I am referring to a well known brand as 'the world's largest' and on the other, I am asking whether or not they have changed. [...]
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 [...]
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. [...]
'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 [...]
Have you ever wondered whether there is really any hope for your organisation? Have you ever turned up one day wondering if you are the only person in the building who really gets it? Are you the only person who understands that the organisation needs to do something different to genuinely put its customers first? [...]
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 [...]
