Consulting, Training & Mentoring

I advise a wide range of businesses across various sectors in all aspects of customer experience management. If you are looking for expertise in deploying a customer experience programme, or with more specific customer related requirements, I will be able to help you. My approach to customer experience follows the framework shown below. I specialise in the following:

  • Creation and development of customer experience strategy, including brand proposition
  • Customer journey mapping
  • Customer Experience measurement systems to include VOC (voice of the customer); VOP (voice of the process); and VOE (voice of the employee)
  • Creation of customer focussed continuous improvement programmes
  • Employee engagement and advocacy initiatives and approaches
  • Customer Experience related training & leadership development programmes including CCXP accreditation

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You can read more about this framework here.

If you would like to discuss your customer experience requirements, please do not hesitate to contact me at ian@ijgolding.com or on +44 7770 736 832. I look forward to speaking to you.




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