undercover boss Archives

‘Thank You’! The two most important ‘Customer Experience’ words of all
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‘Thank You’! The two most important ‘Customer Experience’ words of all

CX Strategy, People

‘Thank You’! The two most important ‘Customer Experience’ words of all

'Thank You'. Two little words. Two words containing a total of eight letters. As a parent you spend most of your life teaching your children to use the words regularly. As a child, you are constantly reminded of their importance. It is unlikely you have ever looked up the dictionary definition of 'thank you' - so [...]

By Ian Golding|2015-04-13T15:37:14+01:00August 20th, 2014|CX Strategy, People|6 Comments

Building a Customer-Centric Culture– it’s all about the 3 L’s!
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Building a Customer-Centric Culture– it’s all about the 3 L’s!

CX Professionals, General, People

Building a Customer-Centric Culture– it’s all about the 3 L’s!

Whenever you start to talk about the concept of a 'customer centric culture', you run the risk of doing the following: Sounding as though you have magic powers that can 'change the world' Sounding ‘fluffy’ Sounding like a ‘consultant’ Now there is nothing wrong with any of those things in principle. I have always aspired [...]

By Ian Golding|2015-04-13T13:27:06+01:00September 30th, 2013|CX Professionals, General, People|2 Comments