How not to leave customers stranded on the busiest travel day of the year?
Meet Diane. She is traveling with her 2 year old and 5 year old to her in-laws’ house for Thanksgiving. This is the one annual trip she has to take.…
Who should I hire first on my cx team?
Although Customer Experience has been around for a long time, hiring for CX has become a greater priority for executives and funding committees only in the last 5 years. With…
Using data to improve customer experience
I recently conducted an interview with ReachForce on the subject of ‘using data to improve Customer Experience’ – here is what I had to say… How did you become so passionate about…
Customer Experience measurement: why it is vitally important but badly done
When it comes to the profession that Customer Experience has now become, one of the most important and significant competencies required by all organisations is that of measurement. The ability…
Is your business customer obsessed?
If you’re not running a customer-obsessed business, you might be missing out. I have noticed many companies are focusing on being customer obsessed. What does that actually mean? Well, in…
Improve your customer service with more “gorms”
A distant reminder of Candid Camera is nothing to smile about. As a TV-obsessed tot in the 1960s, one of my favourite programmes was Candid Camera. With its procession of…
Trust – the embodiment of customer experience
Trust – a small word that means so much. It is a word that plays an enormous part in all our lives. A word that epitomises our start in life…
Making customers feel welcome is so easy but why is it still so rare?
A "non-toxic" theatre visit ticks all the right boxes If you’re lucky enough to get a ticket to a popular West End show – and in my case even luckier…
Customer Experience Audit: Cadillac scores millennial customers with future-forward thinking
The automotive industry is right next to the airline industry in terms of innovation and keeping up with the pace of technology growth. Surprisingly, both are extremely slow to keep up…
The desire to make a difference in creating a customer-oriented culture
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…