EE Archives - I J Golding

Heroes or Villains? Customer Experience Spotlight on the Telecoms Industry
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Heroes or Villains? Customer Experience Spotlight on the Telecoms Industry

Customer Journeys, Customer retention and loyalty, CX Strategy, Regulation, Social Media, Telecoms

Heroes or Villains? Customer Experience Spotlight on the Telecoms Industry

Allow me to start this post by asking a question. Do you 'like' your Telecoms provider? It is a very simple question - it contains only 6 words - yet I believe it is a question that opens a large can of worms. Let me ask another question. Have you ever recommended your Telecoms provider [...]

By Ian Golding|2015-11-12T18:36:41+00:00November 12th, 2015|Customer Journeys, Customer retention and loyalty, CX Strategy, Regulation, Social Media, Telecoms|3 Comments

‘If we close our eyes, they may go away!’ How bad must things get for a company to listen to its customers?
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‘If we close our eyes, they may go away!’ How bad must things get for a company to listen to its customers?

Customer retention and loyalty, CX Strategy

‘If we close our eyes, they may go away!’ How bad must things get for a company to listen to its customers?

I have often wondered how bad things need to be for organisations to recognise that they have a problem. Hopefully it is not at the point that there is a loud knock on the door with a large van outside waiting to remove valuables from head office! In a world where most large companies profess to [...]

By Ian Golding|2015-04-13T13:27:14+01:00September 19th, 2013|Customer retention and loyalty, CX Strategy|2 Comments