5 things I wish I’d known before becoming a leader
In a coaching session a client they asked me, "what were the main things I wish I'd known that would have helped me become a better leader sooner". This got…
The 7 pillars of customer experience
A comprehensive approach to CX minimises objections Does this issue sound familiar? “We’d like to accelerate our customer experience programmes but it’s very complex and so many things are getting…
How To Stop Culture From Eating Your Strategy for Breakfast
One of my favourite business quotes comes from Peter Drucker, and it’s “Culture Eats Strategy For Breakfast.” What this means is that is doesn’t matter what your companies mission, vision,…
The power of No
In a sea of endless possibility, discover the power of not doing something A while ago a business associate and I were discussing a joint venture we had planned to…
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…
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…
United CEO does not care about customer’s happiness. Really?
Lately, I have been thinking about United Airlines. In the beginning I was thinking about them, because I was asked if it is possible to build a customer-centric culture in…
The importance of customer culture – an interview with Chris Brown
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…
United airlines culture problem
I am often asked what organizational culture is. Frequently, I meet with executives who are feeling defeated by the scale and complexity of leading cultural transformations. So, where do you…
One Bad Habit That Creates A Toxic Culture
We have all worked for bad bosses, I know I that I have had my share, and I may even have been a bad boss to some. And to those…