Customer What Archives

Into the Unknown! The parallel universe of self-publishing – the experience of publishing a book about customer experience!
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Into the Unknown! The parallel universe of self-publishing – the experience of publishing a book about customer experience!

Customer Journeys, CX Professionals

Into the Unknown! The parallel universe of self-publishing – the experience of publishing a book about customer experience!

Regular readers of my blog know that being a customer experience specialist does not protect me from encountering lacklustre, frustrating and sometimes embarrassing experiences as a customer of the organisations I interact with. I regularly blog about my suffering with various airlines, restaurants, retailers and care hire businesses in the sincere hope that those organisations [...]

By Ian Golding|2018-07-05T09:06:29+01:00July 5th, 2018|Customer Journeys, CX Professionals|0 Comments

Doing the right things the right way. An interview with Genevieve Bruketa-Baskovic
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Doing the right things the right way. An interview with Genevieve Bruketa-Baskovic

CX Leadership, CX Professionals, Uncategorized

Doing the right things the right way. An interview with Genevieve Bruketa-Baskovic

The launch of my first book has finally become a reality! ‘Customer What? The honest and practical guide to customer experience’ was published at the end of April 2018. I would never have been able to achieve my ambition without the support of many people. A significant amount of support came via my crowdfunding campaign [...]

By Ian Golding|2018-05-17T15:55:38+01:00May 17th, 2018|CX Leadership, CX Professionals, Uncategorized|0 Comments

Thinking and acting in the interests of the customer. Have you enabled your people to do it?
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Thinking and acting in the interests of the customer. Have you enabled your people to do it?

Customer retention and loyalty, CX Culture, People, Recovery, Travel

Thinking and acting in the interests of the customer. Have you enabled your people to do it?

I first started writing my blog six years ago. Since that time, I have crafted hundreds of articles – producing them, almost religiously, on a weekly basis. Regularly, I am asked how I generate the ideas behind the articles – ‘do I have a plan and schedule for the year?’. No – is the simple [...]

By Ian Golding|2018-05-10T09:08:56+01:00May 10th, 2018|Customer retention and loyalty, CX Culture, People, Recovery, Travel|2 Comments

The desire to make a difference in creating a customer-oriented culture – an interview with Kathy van de Laar
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The desire to make a difference in creating a customer-oriented culture – an interview with Kathy van de Laar

CX Professionals

The desire to make a difference in creating a customer-oriented culture – an interview with Kathy van de Laar

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|2018-03-21T05:42:20+00:00March 21st, 2018|CX Professionals|1 Comment

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