If you have followed my blog posts for a while, you will know that I am a big believer in using my own experiences to demonstrate all aspects of customer experience management. Doing what I do for a living, I am not necessarily the easiest of customers to please - I would argue that I [...]
My eldest daughter Ciara is 10. When she came into the world, Facebook did not exist. It was still just an innovative idea being developed in the mind of its founder, Mark Zuckerberg. A little over three years ago, the iPad did not exist. First launched in April 2010, it is hard to remember what life was like without [...]
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 [...]
I have often wondered how bad things need to be for organisations to recognise that they have a problem. Hopefully it is not at the point that there is a loud knock on the door with a large van outside waiting to remove valuables from head office! In a world where most large companies profess to [...]
I am about to say something that I rarely do in public these days (I bet that got your attention!). I am a Lean Six Sigma Master Black Belt. There.....I did it. To those that do not know what this means, you are probably wondering what on earth I am on about. To those of [...]
In case you don't know, this is the wonderfully charismatic Nev Wilshere. Nev is the CEO of a company called Save Britain Money (http://www.savebritainmoney.co.uk/index.html). According to their website, the company 'provide a range of money saving services to the British public including; energy efficiency surveys and installation, renewable energy advice, pensions, mortgage reviews, online and [...]
I have often wondered about the pros and cons of incentivising customer feedback. I am not sure what kind of person this makes me - hopefully one that is forever focussed on all of the things around us that can and will contribute to customer experiences being made better! Capturing customer feedback is not easy. [...]
The state of Britain's High Streets is a subject I have blogged about in the past - here are three of my most recent posts: I'm not paying to park! Why the British High Street might be struggling (October 2012) - https://ijgolding.com/2012/10/18/im-not-paying-to-park-why-the-british-high-street-might-be-struggling/ Stop talking and act NOW!! Is it too late for our high streets? (March 2013) - [...]
It is the 15th August 2013. We are slap bang in the middle of holiday (vacation) season! Friends, family, colleagues and associates are travelling by train, planes, boats and buses to destinations near and far. Some will stay within easy reach of home, others will embark on exotic journeys half way around the world. I myself am [...]
