How NOT to survive in a disrupted world – the case study of UK retailer, FatFace

The word 'disruption' is one of the most commonly used with reference to business and commerce around the world today. It des not matter which industry your organisation is a part of, every traditional business is being challenged in ways they could never have imagined when they were founded - whether it be as long [...]

The desire to make a difference in creating a customer-oriented culture – an interview with Kathy van de Laar

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 of being on the brink of achieving my ambition without the support of many people. A significant amount of support came via my crowdfunding campaign [...]

By |2018-03-21T05:42:20+00:00March 21st, 2018|CX Professionals|1 Comment

Customer or Hostage? The unfortunate story of the UK passenger rail industry

If you happen to live in the UK and regularly have to rely on public transport to commute to and from work, the heralding of a brand spanking new year is unlikely to have filled you with much joy - from the commuting perspective that is. Travelling to and from work can rarely be described [...]

How Getting Recognition and Building Authority Can Advance Your Customer-Centric Culture 

When I first conceived the idea for the article I wrote in my exclusive CustomerThink column in October 2016, I did not think I would be able to continue writing about the subject matter, seven months later! My seven ‘tips’ that will enable any organisation to become genuinely customer centric, have allowed me to share [...]

Actions MUST speak louder than Words: United Airlines eat humble pie!

Last week I wrote an article on the subject of 'common sense'. To be more accurate, I wrote about the lack of common sense and how it's absence was continuing to destroy customer experiences all over the world. One of the stories featured in the article was about United Airlines and their much publicised [...]

Experience the Experience: Walking in the Shoes of Your Customers and Employees

In this post, I continue to explore my tips to create a customer-centric culture. Experiencing both your employee AND customer journeys is a vital component that contributes to an organisation developing and sustaining everyone’s focus on the customer and each other. Last year, I said the following on this subject (among other things): “If a [...]

By |2017-03-06T16:29:21+00:00March 6th, 2017|Customer Journeys, CX Leadership, People, Recovery|2 Comments

Customer Experience in the Gulf Region – A Story of Continuous Improvement!

Over the last five years, I have had the great pleasure of visiting the Gulf Region on several occasions. Even though I have never quite managed to turn my visits into vacations, I have always found the people I have met and the places I have seen, to be immensely welcoming, accommodating and interesting. From [...]

7 Top Tips to Create a Customer-Centric Culture 

As customer experience has become increasingly recognised as a thing of tangibility, so has the need to adopt and embed the skills and competencies that make managing it (customer experience that is) a reality. Any ‘concept’ that becomes something requiring methodologies, approaches, tools and techniques, also requires the need for people to understand how to [...]

By |2016-12-05T09:45:26+00:00November 23rd, 2016|CX Leadership, CX Strategy, People|1 Comment

For Customer Experience Success, Avoid Putting Square Pegs in Round Holes

The sixteenth article for my column on Customer Think sees me create the longest title of the lot! During my career, every time I have had to endure…. I mean enjoy the pleasure of a job interview, I have always wondered just who should be interviewing who! Whilst most companies would make me feel that [...]

By |2016-09-21T16:21:29+01:00September 21st, 2016|CX Leadership, People, Uncategorized|0 Comments

Communication, communication, communication! Why you cannot ‘over’ communicate when it comes to Customer Experience

I have written many times in the past about the importance of effective communication if an organisation has an intention to deliver consistently better Customer Experiences. Whilst much of my writing has been focused on the importance of the communication relationship between a company and the customer, I have not been as vocal about the almost [...]

By |2016-06-22T05:17:07+01:00June 22nd, 2016|Communication Channels, CX Strategy, People|2 Comments
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