Customer Culture Archives

How designing a customer experience culture leads to sustained commercial success – a whitepaper by Cranfield School of Management and Pelorus Jack
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How designing a customer experience culture leads to sustained commercial success – a whitepaper by Cranfield School of Management and Pelorus Jack

CX Culture, CX Leadership

How designing a customer experience culture leads to sustained commercial success – a whitepaper by Cranfield School of Management and Pelorus Jack

‘Culture by design’, a white paper by Pelorus Jack and prominent academics from Cranfield School of Management, explores how to connect organisations with their customers to create a consistent, world-class customer experience that leads to sustained commercial success. They draw on years of proven operational expertise and the know-how of The Walt Disney Company, whose [...]

By Ian Golding|2018-07-24T11:41:02+01:00July 24th, 2018|CX Culture, CX Leadership|0 Comments

The importance of customer culture – an interview with Chris Brown
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The importance of customer culture – an interview with Chris Brown

CX Culture, CX Leadership, CX Measurement, CX Professionals

The importance of customer culture – an interview with Chris Brown

This year, 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 Ian Golding|2018-02-05T09:03:39+00:00February 5th, 2018|CX Culture, CX Leadership, CX Measurement, CX Professionals|0 Comments

Experience the Experience: Walking in the Shoes of Your Customers and Employees
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Experience the Experience: Walking in the Shoes of Your Customers and Employees

Customer Journeys, CX Leadership, People, Recovery

Experience the Experience: Walking in the Shoes of Your Customers and Employees

In this post, I continue to explore my tips to create a customer-centric culture. Experiencing both your employee AND customer journeys is a vital component that contributes to an organisation developing and sustaining everyone’s focus on the customer and each other. Last year, I said the following on this subject (among other things): “If a [...]

By Ian Golding|2017-03-06T16:29:21+00:00March 6th, 2017|Customer Journeys, CX Leadership, People, Recovery|2 Comments

CUSTOMER CULTURE: How does it drive future business performance?
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CUSTOMER CULTURE: How does it drive future business performance?

Customer retention and loyalty, CX Measurement, CX Professionals, CX Strategy

CUSTOMER CULTURE: How does it drive future business performance?

I have written many times about the subject of Customer Experience and the different opinions that people hold on whether it really does make a difference. Those of you who may have read some of my articles will know that whilst I will agree with as many perspectives as I may disagree, I am always fully comfortable respecting the [...]

By Ian Golding|2016-08-09T12:19:07+01:00August 9th, 2016|Customer retention and loyalty, CX Measurement, CX Professionals, CX Strategy|0 Comments