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…
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…
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…
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…
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…
Why I don’t love chat-bots
Today, we tackle the value proposition that chatbots are more valuable to companies than customers. I reject this. The ROI simply is not there, especially since better customer experience is…
Why tech help is a no-go area for AI
The one area where AI and bots are most needed will be one of the last to be automated How do you handle a tech crisis? Pretend it’s not happening?…
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