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 [...]
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 [...]
As the launch of my first book get’s ever closer to becoming a reality, my level of personal excitement is almost at its peak!! 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 [...]
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 [...]
Before I even start this article, I must make it clear that Emirates are not the only airline to make customers unhappy. In fact, they are far from being alone in any industry around the world at creating masterclasses in customer dissatisfaction. The airline industry does seem to excel at providing examples of shocking and [...]
It is very likely you have read various articles over the last few years describing how the UK's communication service providers are struggling to cope with constant market change. Additionally, global customer experience benchmarking studies confirm that communication providers are lagging well behind companies in other industries. Stratmetrix.com are conducting a study in the UK, [...]
I make no secret of my love for all things culinary. In fact, if I did not also have a passion for running, I would quite literally be the size of a rather large house! Like everything else we do as human beings, the 'eating out' experience is made up of several stages and touch [...]
If you have ever met me, or indeed read anything I have written, it is extremely likely you will know that I am rather passionate about the Customer Experience (CX) Profession. In fact, anyone who comes in to contact with me via any means will almost certainly fail to avoid that fact! I make [...]
The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. And they hold businesses back. In the last month alone, 1000s of words have been published on this very subject by the likes of LinkedIn, HBR and Forbes. But whilst all this earnest commentary is [...]
As many of my followers are aware, one of the highlights of my year is having the honour of participating as a judge at the UK Customer Experience Awards. Three years ago, when Manuela Pifani entered the judging room, I expected to be impressed, but was not expecting to be overwhelmed. Manuela is one of [...]
