O2 fanbook 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

Customers; Colleagues; Shareholders. Which one should your business put first?
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Customers; Colleagues; Shareholders. Which one should your business put first?

CX Strategy, General, People

Customers; Colleagues; Shareholders. Which one should your business put first?

At first glance, the title of this blog post may seem like a simple question. In fact, the order of the three key 'stakeholders' responsible for delivering customer experiences naturally exploded from the keyboard in the order that you see them. Does that mean that 'Customer 1st' is the right answer? If it is, this [...]

By Ian Golding|2015-04-13T13:23:20+01:00February 26th, 2014|CX Strategy, General, People|6 Comments