employee journey Archives

Understanding the Employer Journey — The Employee Engagement Loop
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Understanding the Employer Journey — The Employee Engagement Loop

Customer Experience Training, CX Leadership, People

Understanding the Employer Journey — The Employee Engagement Loop

Last week I had a fascinating conversation with a peer of mine – a fellow Customer Experience Professional. James Dodkins is as passionate about transforming organisations to become sustainably customer centric as I am. Like me, James regularly comes across organisations who talk about ‘putting the customer first’ – a statement that is hard to [...]

By Ian Golding|2018-01-29T07:17:43+00:00January 29th, 2018|Customer Experience Training, CX Leadership, People|1 Comment

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

Customer Journeys, CX Leadership, People, Recovery

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