https://www.ijgolding.com/thought-leadership daily 0.75 2026-10-14 https://www.ijgolding.com/thought-leadership/2020/05/07/making-customer-experience-fun-the-budapest-bank-cx-crossword-puzzle monthly 0.5 2026-10-05 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488478086-QQUKRI7B4IG47HLHWK18/BB-pillangohatas-002.png Thought Leadership - Making Customer Experience Fun! The Budapest Bank CX Crossword Puzzle - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488476182-FHVFQ8JDUMO3W9CGA99J/CX_Crossword_pic_to_article.jpg Thought Leadership - Making Customer Experience Fun! The Budapest Bank CX Crossword Puzzle - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2020/04/09/cemantica-turning-sticky-notes-into-actionable-insights monthly 0.5 2026-10-06 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488481865-5SYJ11ZYM4QGBTZ22W9Q/CEMantica-Post-2.png Thought Leadership - CEMantica - turning sticky notes into actionable insights - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488477383-0OEITP6YJRPMF6ZIDT9D/customer-journey-management.png Thought Leadership - CEMantica - turning sticky notes into actionable insights - Make it stand out The ‘customer journey management cycle’ https://www.ijgolding.com/thought-leadership/2020/04/01/customer-journey-mapping-are-static-maps-a-waste-of-time-and-money monthly 0.5 2026-10-06 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488481466-1BT1GQBZTHEN1LFY9IB7/CEMantica-Post-1.png Thought Leadership - Customer Journey Mapping - are 'static' maps a waste of time and money? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488477383-0OEITP6YJRPMF6ZIDT9D/customer-journey-management.png Thought Leadership - Customer Journey Mapping - are 'static' maps a waste of time and money? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2019/04/24/introducing-unforgettable-a-cx-video-series-from-oracle-customer-experience monthly 0.5 2026-10-06 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488473990-DIARQT2NG7IUEBD76L0P/Unforgettable-Blog-Header.png Thought Leadership - Introducing Unforgettable: a CX Video Series from Oracle Customer Experience - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488053453-WNRCGQK2D6LQ2Q3FNR4F/Customer-What-Book-Cover-1.png Thought Leadership - Introducing Unforgettable: a CX Video Series from Oracle Customer Experience - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2019/01/14/the-lost-suitcase-the-sad-reality-of-customer-experience-evolution monthly 0.5 2026-10-06 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488478172-ZZD73031JVBXBG5AE0JU/Lost-Suitcase-Blog-Header.png Thought Leadership - The lost suitcase - the sad reality of customer experience evolution - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488471788-3M5PTMX4FG9658F7GOWP/KLM-lost-luggage.png Thought Leadership - The lost suitcase - the sad reality of customer experience evolution - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488472695-0O7SZXCB3A3U1ZGWYJO0/prezzo.jpg Thought Leadership - The lost suitcase - the sad reality of customer experience evolution - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488472993-FSJUFFR40QSJFOE3Q1E3/waitrose-chester.jpg Thought Leadership - The lost suitcase - the sad reality of customer experience evolution - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488479283-DKS5PQVLIP37BPIJE2VX/Asnan-Tower.jpg Thought Leadership - The lost suitcase - the sad reality of customer experience evolution - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488053453-WNRCGQK2D6LQ2Q3FNR4F/Customer-What-Book-Cover-1.png Thought Leadership - The lost suitcase - the sad reality of customer experience evolution - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2018/11/23/the-future-of-voc-measurement-dont-let-organisations-do-it-themselves monthly 0.5 2026-10-06 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789475495372-FQETZN0KQGZ0SQHV05LX/The-Future-of-VOC-Measurement-Blog-Header.png Thought Leadership - The future of VOC measurement - don't let organisations do it themselves! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488477773-T4CEE4OPBC7AZF99YNBV/Bank-VOC.png Thought Leadership - The future of VOC measurement - don't let organisations do it themselves! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488058034-T0A4TJFJN0CAJ63UBG45/Customer-What-Book-Cover.png Thought Leadership - The future of VOC measurement - don't let organisations do it themselves! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2018/10/18/sometimes-you-win-sometimes-you-learn-a-review-of-the-2018-uk-customer-experience-awards monthly 0.5 2026-10-06 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488470487-VJ7511G1J5FFPQE6RWPR/UKCX-AWards-2018-Blog-Header.png Thought Leadership - Sometimes you win, sometimes you learn - a review of the 2018 UK Customer Experience Awards - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488477068-TQJ91O2W1UXNRP0AK5FQ/UKCX-AWards-2018-ian-golding.jpeg Thought Leadership - Sometimes you win, sometimes you learn - a review of the 2018 UK Customer Experience Awards - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488477163-FSBLCPX9NQMIXRTJBVXA/UKCX-AWards-2018-judging-panel.png Thought Leadership - Sometimes you win, sometimes you learn - a review of the 2018 UK Customer Experience Awards - Make it stand out The ‘best’ judging panel at the 2018 UK Customer Experience Awards!! From left to right, me, Gary Jackson, Marie Cross, Donna O’Toole and Jo-Hill-Wilson https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488053453-WNRCGQK2D6LQ2Q3FNR4F/Customer-What-Book-Cover-1.png Thought Leadership - Sometimes you win, sometimes you learn - a review of the 2018 UK Customer Experience Awards - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2018/09/26/is-your-organisation-interconnected-the-employee-customer-chain monthly 0.5 2026-10-06 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789484076625-26HU78NTHJLRAUJ7PIIJ/employee-customer-chain-blog-header.png Thought Leadership - Is your organisation interconnected? The employee - customer chain - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488471476-5YVORSG7BMSE91Y12LDL/air-travel-customer-journey.png Thought Leadership - Is your organisation interconnected? The employee - customer chain - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488053453-WNRCGQK2D6LQ2Q3FNR4F/Customer-What-Book-Cover-1.png Thought Leadership - Is your organisation interconnected? The employee - customer chain - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2018/08/13/what-really-makes-customers-happy monthly 0.5 2026-10-06 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789484075322-1KLV0LD9IV5LHVZXIN62/What-really-makes-customers-happy-Blog-Header.png Thought Leadership - What really makes customers happy? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488468481-R9KG0AK7OW8SUWC0BVE0/what-customers-want1.png Thought Leadership - What really makes customers happy? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789475489380-2WD6MN18FTQE3WHKXAMS/chsa-logo.png Thought Leadership - What really makes customers happy? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488053453-WNRCGQK2D6LQ2Q3FNR4F/Customer-What-Book-Cover-1.png Thought Leadership - What really makes customers happy? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2018/08/07/the-accidental-customer-experience monthly 0.5 2026-10-06 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488469868-BJZMFPBBXWULCIOBN89U/Accidental-CX-Blog-Header-1.png Thought Leadership - The Accidental Customer Experience - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488460711-ULUEDYB49ME0TRVHYOHO/customerthink_advisor_2018.png Thought Leadership - The Accidental Customer Experience - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488053453-WNRCGQK2D6LQ2Q3FNR4F/Customer-What-Book-Cover-1.png Thought Leadership - The Accidental Customer Experience - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2018/08/03/how-not-to-survive-in-a-disrupted-world-the-case-study-of-uk-retailer-fatface monthly 0.5 2026-10-07 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789484078621-HR55IK7OHZBX5ODIE2W0/FatFace-blog-Header.png Thought Leadership - How NOT to survive in a disrupted world - the case study of UK retailer, FatFace - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488466478-2ZGUKMG50X2QREZ8AMET/Fat-Face-Chester.png Thought Leadership - How NOT to survive in a disrupted world - the case study of UK retailer, FatFace - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2018/07/24/how-designing-a-customer-experience-culture-leads-to-sustained-commercial-success-a-whitepaper-by-cranfield-school-of-management-and-pelorus-jack monthly 0.5 2026-10-07 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488468173-5NSUVFXFL1YMO7IPCILE/CCMF-CultureByDesign_cover1-e1529657578847.jpg Thought Leadership - How designing a customer experience culture leads to sustained commercial success - a whitepaper by Cranfield School of Management and Pelorus Jack - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2018/07/05/into-the-unknown-the-parallel-universe-of-self-publishing-the-experience-of-publishing-a-book-about-customer-experience monthly 0.5 2026-10-07 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488472370-0936BP3JINZU7RER995U/Into-the-unknown-blog-header.png Thought Leadership - Into the Unknown! The parallel universe of self-publishing - the experience of publishing a book about customer experience! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488053453-WNRCGQK2D6LQ2Q3FNR4F/Customer-What-Book-Cover-1.png Thought Leadership - Into the Unknown! The parallel universe of self-publishing - the experience of publishing a book about customer experience! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2018/06/26/so-what-there-are-plenty-more-customers-where-he-came-from monthly 0.5 2026-10-07 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789484070344-51WT6FLMCZCR9Q7O0N12/So-What-Blog-Header.png Thought Leadership - So What?! There are plenty more customers where he came from! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488467675-K5664U795MMIY23XCPH4/Enterprise-Book.jpg Thought Leadership - So What?! There are plenty more customers where he came from! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488465579-M7P486FRGE70CUD1K1CN/Enterprise-yellow-car.jpg Thought Leadership - So What?! There are plenty more customers where he came from! - Make it stand out The only car I have ever driven that elicited amused ‘honks’ from passing motorists!! https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488053453-WNRCGQK2D6LQ2Q3FNR4F/Customer-What-Book-Cover-1.png Thought Leadership - So What?! There are plenty more customers where he came from! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2018/05/22/transform-die-business-transformation-no-longer-optional monthly 0.5 2026-10-07 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488464577-ILYS1KF1BAX956YS6A10/Transform-or-die-blog-header.png Thought Leadership - Transform or Die! Business Transformation is No Longer Optional - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488467170-EZPH3PUCCACVRR9NS74X/amazondrugs2.jpg Thought Leadership - Transform or Die! Business Transformation is No Longer Optional - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789475482978-I8P3FSMS6NFRGF4I0EM2/toys-r-us-to-close-87-stores-56558714-5a782e253b726.jpg Thought Leadership - Transform or Die! Business Transformation is No Longer Optional - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488465979-Q61QUTWSINN95ECKS5AV/littlewoods.png Thought Leadership - Transform or Die! Business Transformation is No Longer Optional - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488460711-ULUEDYB49ME0TRVHYOHO/customerthink_advisor_2018.png Thought Leadership - Transform or Die! Business Transformation is No Longer Optional - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488053453-WNRCGQK2D6LQ2Q3FNR4F/Customer-What-Book-Cover-1.png Thought Leadership - Transform or Die! Business Transformation is No Longer Optional - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2018/05/10/thinking-acting-interests-customer-enabled-people monthly 0.5 2026-10-07 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488466380-S311FPFAKZ5JOWM9VHEQ/Thinking-and-acting-blog-header.png Thought Leadership - Thinking and acting in the interests of the customer. Have you enabled your people to do it? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789475481994-OE0GJARW2DM6E1IZQT4P/kenya-business-card-holder.jpeg Thought Leadership - Thinking and acting in the interests of the customer. Have you enabled your people to do it? - Make it stand out Genuine hand made Kenyan business card holder anyone? https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488053453-WNRCGQK2D6LQ2Q3FNR4F/Customer-What-Book-Cover-1.png Thought Leadership - Thinking and acting in the interests of the customer. Have you enabled your people to do it? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2018/03/19/customer-unhappiness-create-masterclass-emirates monthly 0.5 2026-10-07 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488461482-Y1JLFK8L802Z3FBH9SYW/Customer-Unhappiness-Blog-Header.png Thought Leadership - Customer unhappiness and how to create it. A masterclass by Emirates - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488462084-YZMODXPQQ0ZVR3B55PP9/Emirates-experience.png Thought Leadership - Customer unhappiness and how to create it. A masterclass by Emirates - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488462377-1E5V5OAS7M2XMQGWS5X7/file-003.jpeg Thought Leadership - Customer unhappiness and how to create it. A masterclass by Emirates - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488468872-UPQW6CA7I3S8N7C6J3DI/emirates-cancelled-flight-3.png.jpeg Thought Leadership - Customer unhappiness and how to create it. A masterclass by Emirates - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789475051359-D5ZIB31LG1NN9D8R7U7J/emirates-cancelled-flight-5.png.jpeg Thought Leadership - Customer unhappiness and how to create it. A masterclass by Emirates - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488469266-BHOYBJAUDZX0RVMMZ5VO/emirates-cancelled-flight-1.png Thought Leadership - Customer unhappiness and how to create it. A masterclass by Emirates - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488463584-6WJEHU7JM2FH3XUJXA12/emirates-cancelled-flight-4.png.jpeg Thought Leadership - Customer unhappiness and how to create it. A masterclass by Emirates - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2018/02/27/customer-experience-million-dollar-question-will-customer-come-back monthly 0.5 2026-10-07 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789484065362-DCYWXFCQPHT4VRW5DNH8/CX-Million-Dollar-Question-Blog-Header.png Thought Leadership - The Customer Experience Million Dollar Question: Will my customer come back? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488462865-V0RT7YUDYH6OX0UAP75I/treat.png Thought Leadership - The Customer Experience Million Dollar Question: Will my customer come back? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488460585-52VKGTTVE12QCZ72M8BU/Haute-Dolci.jpg Thought Leadership - The Customer Experience Million Dollar Question: Will my customer come back? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488461171-L57SWNOZNKDM1JBRSHVP/La-Fattoria.jpg Thought Leadership - The Customer Experience Million Dollar Question: Will my customer come back? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2018/02/13/resourcing-silos-beth-richardson-investigates-world-customer-experience-job-vacancies monthly 0.5 2026-10-07 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488465414-VC1IA1L74MY181T8MOOE/building-up-the-silos-blog-header.png Thought Leadership - Resourcing up the silos - Beth Richardson investigates the world of customer experience job vacancies! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789475045860-UNGEN88WYRR6M5H7AFI6/purpose-and-strategy.png Thought Leadership - Resourcing up the silos - Beth Richardson investigates the world of customer experience job vacancies! - Make it stand out Does your organisation have a ‘CX Purpose & Strategy Umbrella’? https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488459116-XHH2H3RWN0B73LP6GV4L/Beth-Richardson.jpg Thought Leadership - Resourcing up the silos - Beth Richardson investigates the world of customer experience job vacancies! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2018/02/09/customer-conniption-identifying-final-straw-moment monthly 0.5 2026-10-07 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488458722-POZL0B64VOKUVSFLDLAY/Customer-Conniption-blog-header.png Thought Leadership - The customer conniption! Identifying the 'final straw' moment - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789475475681-N2JGPK5IJPRU0QGYNPUN/conniption.png Thought Leadership - The customer conniption! Identifying the 'final straw' moment - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789476319785-D2EYF3SDXYQCS67OPTWZ/Enterprise-promoter-to-detractor.png Thought Leadership - The customer conniption! Identifying the 'final straw' moment - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488058034-T0A4TJFJN0CAJ63UBG45/Customer-What-Book-Cover.png Thought Leadership - The customer conniption! Identifying the 'final straw' moment - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2018/01/29/understanding-employer-journey-employee-engagement-loop monthly 0.5 2026-10-07 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789484069726-PU43AF4NJEGVBGCWKF02/Employer-Journey-Blog-Header.png Thought Leadership - Understanding the Employer Journey — The Employee Engagement Loop - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789475474881-SCYLN6PTG5Y43UAPD8U8/Employee-engagement-loop.png Thought Leadership - Understanding the Employer Journey — The Employee Engagement Loop - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488460711-ULUEDYB49ME0TRVHYOHO/customerthink_advisor_2018.png Thought Leadership - Understanding the Employer Journey — The Employee Engagement Loop - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2018/01/18/customer-happiness-story-gulf-customer-experience-awards monthly 0.5 2026-10-07 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789475474988-ZKSGIH1UVXNRZ5JJIEUZ/Customer-Happniess-Blog-Header.png Thought Leadership - Customer Happiness: the story of the Gulf Customer Experience Awards - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488460016-Z0IOAQ1JU8LH8PNSNE98/Gulf-Customer-Experience-Awards-2017-Winners.jpg Thought Leadership - Customer Happiness: the story of the Gulf Customer Experience Awards - Make it stand out Gulf Customer Experince Awards Winners! https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488345509-H7GWFZPC578SXRX0J8PP/CXM2-logo-short-text-2.png Thought Leadership - Customer Happiness: the story of the Gulf Customer Experience Awards - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2018/01/12/customer-hostage-unfortunate-story-uk-passenger-rail-industry monthly 0.5 2026-10-07 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789475478782-Z35WX1XJJEBPOM0I9O1A/Customer-or-Hoster-Blog-Header.png Thought Leadership - Customer or Hostage? The unfortunate story of the UK passenger rail industry - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488459712-0CG7NP6TGW0H3Y24G5AS/rail-strike-commuters-1024x640-57ed91eecb74a-57ed91eeee475.jpg Thought Leadership - Customer or Hostage? The unfortunate story of the UK passenger rail industry - Make it stand out Good experience? The expressions on faces suggest otherwise! https://www.ijgolding.com/thought-leadership/2017/12/14/customer-experience-7-year-itch-frank-honest-assessment-cx-profession monthly 0.5 2026-10-07 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789475478172-958D105V0WFGN8AL64OI/CX-7-year-itch-blog-header.png Thought Leadership - The Customer Experience '7 Year Itch'! A frank and honest assessment of the CX profession - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488455994-PX1K5LOUJ5IJ1R57ZPMQ/Amex-1.jpeg.jpg Thought Leadership - The Customer Experience '7 Year Itch'! A frank and honest assessment of the CX profession - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789484061739-AT5QJ1GLFQC33PK3WH6M/Amex-2.jpeg.jpg Thought Leadership - The Customer Experience '7 Year Itch'! A frank and honest assessment of the CX profession - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2017/12/11/customer-experience-kyoto-style-beth-richardson monthly 0.5 2026-10-07 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488454100-67QF05H7R96V1V785XEM/Beth-Japan-Blog-Header.png Thought Leadership - Customer Experience – Kyoto-style: By Beth Richardson - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488454906-8P09JHN8YOC68P0HVP2T/Beth-Kyoto-1-e1513000233462.jpg Thought Leadership - Customer Experience – Kyoto-style: By Beth Richardson - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789475476176-ORJMH4SDORVK4HIC36JI/Beth-Kyoto-2.jpg Thought Leadership - Customer Experience – Kyoto-style: By Beth Richardson - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789484060243-TY4N78PSZMVL2JF3ON4W/Beth-Kyoto-3-e1512999792620.jpg Thought Leadership - Customer Experience – Kyoto-style: By Beth Richardson - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789475472974-HL9BJJ9JEXI6PLS1I421/Beth-Kyoto-4-1.jpg Thought Leadership - Customer Experience – Kyoto-style: By Beth Richardson - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488459116-XHH2H3RWN0B73LP6GV4L/Beth-Richardson.jpg Thought Leadership - Customer Experience – Kyoto-style: By Beth Richardson - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2017/11/30/customer-centric-leadership-investing-organisational-ecosystem-personal-egosystem monthly 0.5 2026-10-07 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488453596-4EHYHVHAS9R3ZIL8NA6A/Ecosystem-or-Egosystem-Blog-Header.png Thought Leadership - Customer Centric Leadership: Are You Investing in the Organisational “Ecosystem” or Your Personal “Egosystem”? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789484061045-AYW4NCYA5XAQHTZZ2W4D/level-5-leader.png Thought Leadership - Customer Centric Leadership: Are You Investing in the Organisational “Ecosystem” or Your Personal “Egosystem”? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488413901-XLNQZBRIXJOQ752N9HZD/customerthink_advisor_2017.png Thought Leadership - Customer Centric Leadership: Are You Investing in the Organisational “Ecosystem” or Your Personal “Egosystem”? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2017/11/22/customer-v-owner-wins-decide-words-customer-always-right monthly 0.5 2026-10-08 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789484064835-AVUAXSCWLNJW9BVQ0NVT/Customer-V-Owner-Blog-Header.png Thought Leadership - Customer V Owner – Who wins? You decide! (in other words, is the customer always right?!) - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488458200-9EKP74RAYZN5GGQC75UD/Sticky-Walnut-Bad-Review.png Thought Leadership - Customer V Owner – Who wins? You decide! (in other words, is the customer always right?!) - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488453798-PZ6S2HP7IXRXOYMU6DYI/Sticky-Walnut-Bad-Review-Owner-Response.png Thought Leadership - Customer V Owner – Who wins? You decide! (in other words, is the customer always right?!) - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2017/11/13/welcome-kitchen-courage-invite-customers-inner-workings-company monthly 0.5 2026-10-08 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488456514-1VGWH3U5KS2J12OP9SYU/Local-Grill-Blog-Header.png Thought Leadership - 'Welcome to our kitchen'! Would you have the courage to invite customers into the inner workings of your company? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789484062636-QCIPEGGHDOHK6LBORSMP/Chantel-and-Ian.jpg Thought Leadership - 'Welcome to our kitchen'! Would you have the courage to invite customers into the inner workings of your company? - Make it stand out Chantel and I (looking slightly bonkers), preparing to share out thoughts https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789484058142-HZDTDL1JX1OOD17BB3CX/Local-Grill-2.jpeg Thought Leadership - 'Welcome to our kitchen'! Would you have the courage to invite customers into the inner workings of your company? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488457688-WWULUU3NRSH4CKJRQGIL/Local-Grill-7.png Thought Leadership - 'Welcome to our kitchen'! Would you have the courage to invite customers into the inner workings of your company? - Make it stand out Johan. Chantel and I in The Local Grill meat fridge! https://www.ijgolding.com/thought-leadership/2017/10/17/customer-effort-make-things-difficult-customers-premier-inn monthly 0.5 2026-10-08 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488456716-UJ923KK9E740NEU0JQ4O/Customer-Effort-Blog-Header.png Thought Leadership - Customer Effort: How to Make Things Difficult for Customers, by Premier Inn - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789475037259-XX9T6EDU2MXLGVGU6NG2/Premier-Inns-Southampton-Stevenage.png Thought Leadership - Customer Effort: How to Make Things Difficult for Customers, by Premier Inn - Make it stand out The Premier Inn’s in Southampton and Stevenage https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488456294-C8XFZPKJVXE9WZDQRGYU/Premier-Inn-Receipt-Tweet.png Thought Leadership - Customer Effort: How to Make Things Difficult for Customers, by Premier Inn - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2017/10/03/customer-experience-2017-reality-check-evolution-revolution monthly 0.5 2026-10-08 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789484056232-42TL49VP6RQPDFI1K633/evolution-or-revolution-blog-header.png Thought Leadership - Customer Experience 2017 Reality Check - Evolution or Revolution? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488380197-TBKJHH04M5MS8UVL8SRA/ccxp-logo.jpg Thought Leadership - Customer Experience 2017 Reality Check - Evolution or Revolution? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2017/10/02/really-mean-customer-experience-professional monthly 0.5 2026-10-08 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488455384-TN372IWI4JI1D1IJL1ZA/What-does-it-mean-to-be-a-CXP-blog-header.png Thought Leadership - What does it really mean to be a Customer Experience Professional? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488448001-2X5ES82IGTE13SVA2TYT/cxday2017-banner.jpg Thought Leadership - What does it really mean to be a Customer Experience Professional? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2017/09/27/wants-needs-comes-customers-really-know-difference monthly 0.5 2026-10-08 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488448111-9NH57H3SYDZ5JLX0NICE/wants-and-needs-blog-header.png Thought Leadership - WANTS and NEEDS - When it comes to customers do you really know the difference? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789484054140-UP7IDWKRNLYNKYXWOJ9A/need-definition.png Thought Leadership - WANTS and NEEDS - When it comes to customers do you really know the difference? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789484052241-J549D5YN30BMHIPONZ7M/want-definition.png Thought Leadership - WANTS and NEEDS - When it comes to customers do you really know the difference? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789475037354-OMMCPHPX05RL1C8SXDOA/airlines-lined-up.jpg Thought Leadership - WANTS and NEEDS - When it comes to customers do you really know the difference? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2017/09/12/taking-ownership-key-success-approach-customer-experience monthly 0.5 2026-10-08 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789484053136-0CGPA66MCK9HKJKG1465/Taking-Ownership.png Thought Leadership - Taking Ownership - key to the success of your approach to Customer Experience - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488447005-ZAI4Y0YA7M5SN4RUS0ZX/mirror.jpg Thought Leadership - Taking Ownership - key to the success of your approach to Customer Experience - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488446900-WQGYAYSWQW4INF1H5E0R/The-Employee-Crossroad.png Thought Leadership - Taking Ownership - key to the success of your approach to Customer Experience - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2017/08/21/6-things-customer-centric-leaders monthly 0.5 2026-10-08 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488443802-WJZHKBGKKMHIBSEW0BFK/6-things-cc-leaders-do-blog-header.png Thought Leadership - 6 Things All Customer Centric Leaders Do - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789484055742-FHQS9GS52ZMXLM32TQHS/6-things-talk-to-customers.png Thought Leadership - 6 Things All Customer Centric Leaders Do - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789484051840-49OCRMRV61FMTN6QZ34E/6-things-accumulate-expertise.png Thought Leadership - 6 Things All Customer Centric Leaders Do - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488444311-TAXYR2V2DU2DU73LOICD/6-things-cross-boundaries.png Thought Leadership - 6 Things All Customer Centric Leaders Do - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488445611-0HBU2QB79ZPEEPW7VF76/6-things-measure-differently.png Thought Leadership - 6 Things All Customer Centric Leaders Do - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488452798-YZEL96JLHU6M5BV2YC5Z/6-things-quick-wins.png Thought Leadership - 6 Things All Customer Centric Leaders Do - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789484053128-RCNIJ714BX6ZT1MJPUGZ/6-things-walk-the-walk.png Thought Leadership - 6 Things All Customer Centric Leaders Do - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488413901-XLNQZBRIXJOQ752N9HZD/customerthink_advisor_2017.png Thought Leadership - 6 Things All Customer Centric Leaders Do - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2017/08/13/make-customers-actually-like-email-communications monthly 0.5 2026-10-08 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488445699-TX15AEKE51308WHT2784/guest-post-by-click-intelligence.png Thought Leadership - How to Make Your Customers Actually Like Your Email Communications - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488443307-PJOR81TXPOPQF4QOM94G/CI-Logo.png Thought Leadership - How to Make Your Customers Actually Like Your Email Communications - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2017/08/09/engaging-people-cx-introducing-customer-experience-game monthly 0.5 2026-10-08 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488446192-PXIWTN7F2XZ6BMA3IVYM/CX-Game-Blog-Header.png Thought Leadership - Engaging your people with CX: Introducing the Customer Experience Game - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789484047252-8JCT7R7WQN9SOORJFJFJ/baby-faces.png Thought Leadership - Engaging your people with CX: Introducing the Customer Experience Game - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789484054841-C04ZFBPOFPZ2YBIBK2UX/CX-Game-Icons.png Thought Leadership - Engaging your people with CX: Introducing the Customer Experience Game - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789484054139-AEQAVSFXAUW4VFGQI71K/CX-Game-Icons2.png Thought Leadership - Engaging your people with CX: Introducing the Customer Experience Game - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488444098-U3S1L3L8AYOKTL8DC4NV/CX-Game-in-action.jpg Thought Leadership - Engaging your people with CX: Introducing the Customer Experience Game - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488443107-HNPXQ2GTKH849VHXEEJK/CX-game-Logo_blauwgeel-1.png Thought Leadership - Engaging your people with CX: Introducing the Customer Experience Game - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2017/08/02/cx-tale-two-cafes-beth-richardson monthly 0.5 2026-10-08 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488439597-19SIJ96X8HE2RYUKJTCK/tale-of-two-cafes.png Thought Leadership - A (CX) Tale of Two Cafes, by Beth Richardson - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488438598-D9D76WMCI6AI40DDLRAU/tale-of-two-cafes-1-1.png Thought Leadership - A (CX) Tale of Two Cafes, by Beth Richardson - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488459116-XHH2H3RWN0B73LP6GV4L/Beth-Richardson.jpg Thought Leadership - A (CX) Tale of Two Cafes, by Beth Richardson - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2017/07/26/connecting-people-key-customer-centric-leadership monthly 0.5 2026-10-08 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488437910-JB3V3O8WNG17OE6GYB4G/connecting-people.png Thought Leadership - Connecting People: The Key to Customer Centric Leadership - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488413901-XLNQZBRIXJOQ752N9HZD/customerthink_advisor_2017.png Thought Leadership - Connecting People: The Key to Customer Centric Leadership - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2017/07/14/customer-experience-design-functional-good-dont-stop-beth-richardson monthly 0.5 2026-10-08 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488439604-SDK0PB9SGIAOBEW98NNF/Beth-post1.jpg Thought Leadership - With customer experience design, functional is good. But don't stop there - by Beth Richardson - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488437607-1H62B9DQBSJ27GZLZPRM/Beth-post1-2.jpg Thought Leadership - With customer experience design, functional is good. But don't stop there - by Beth Richardson - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488459116-XHH2H3RWN0B73LP6GV4L/Beth-Richardson.jpg Thought Leadership - With customer experience design, functional is good. But don't stop there - by Beth Richardson - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2017/07/12/whose-job-anyway-importance-accountability-world-customer-experience monthly 0.5 2026-10-08 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789475451287-XAVUKFK0GBYETVQMRJKY/whose-job-is-it-anyway.png Thought Leadership - Whose job is it anyway? The importance of accountability in the world of Customer Experience - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2017/07/05/14-leadership-principles-drive-amazon monthly 0.5 2026-10-08 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488436808-83OVZPS8OBLHS0BTVG2N/Amazon-Leadership-Principles.jpg Thought Leadership - The 14 Leadership Principles that Drive Amazon - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2017/06/26/getting-recognition-building-authority-can-advance-customer-centric-culture monthly 0.5 2026-10-08 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488441990-9M0LM89APKXSNDZGROYO/CC-Tip-7.png Thought Leadership - How Getting Recognition and Building Authority Can Advance Your Customer-Centric Culture  - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488436407-GDVN3PG0W6VFDEDHZSQZ/C-1st-Aid.png Thought Leadership - How Getting Recognition and Building Authority Can Advance Your Customer-Centric Culture  - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488443203-BI3E0ZVNYFIHRMDEYJM1/UKCX-Awards-2010.jpg Thought Leadership - How Getting Recognition and Building Authority Can Advance Your Customer-Centric Culture  - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488413901-XLNQZBRIXJOQ752N9HZD/customerthink_advisor_2017.png Thought Leadership - How Getting Recognition and Building Authority Can Advance Your Customer-Centric Culture  - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2017/06/21/customer-experience-reality-check-case-manchester-airport monthly 0.5 2026-10-08 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488434309-UV84LAJ9GKDZJQJGC5ZT/CX-Reality-Check.png Thought Leadership - The Customer Experience Reality Check! The case of Manchester Airport - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488441401-EUONK73JMD3RN9V3ERE9/queuing-at-a-post-office.jpg Thought Leadership - The Customer Experience Reality Check! The case of Manchester Airport - Make it stand out The resignation of having to suffer and tolerate queues in a post office! https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789484043148-TLWNSUGX9MCZMEI88YHR/manchester-airport.jpg Thought Leadership - The Customer Experience Reality Check! The case of Manchester Airport - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488441588-445GYRABR1W7H0JK4VH3/Worst-airports-in-the-world-1.jpg Thought Leadership - The Customer Experience Reality Check! The case of Manchester Airport - Make it stand out Photo by REX/Shutterstock (1265996a) https://www.ijgolding.com/thought-leadership/2017/06/14/communication-essential-creating-sustaining-customer-centric-culture monthly 0.5 2026-10-08 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488438808-77B5FJWCTDO66COH6G4H/cc-tip-6.png Thought Leadership - Communication — Essential to Creating and Sustaining a Customer-Centric Culture  - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488431801-MAIE5GGWTGQ1ID91P4GU/feet-in-the-street.jpg Thought Leadership - Communication — Essential to Creating and Sustaining a Customer-Centric Culture  - Make it stand out The Shop Direct Board of Directors with the stiletto shoe at the launch of ‘Feet in the street’ in 2010 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488438698-F8ESZCRLYSXBNNWHIE4W/dubai-islamic-bank.jpg Thought Leadership - Communication — Essential to Creating and Sustaining a Customer-Centric Culture  - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488413901-XLNQZBRIXJOQ752N9HZD/customerthink_advisor_2017.png Thought Leadership - Communication — Essential to Creating and Sustaining a Customer-Centric Culture  - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2017/06/05/eurostar-est-shambolique-not-just-airlines-need-get-act-together monthly 0.5 2026-10-08 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488430807-EP0LXQ7H6AKT3JQ3C3ZV/Eurostar-est-shambolique.png Thought Leadership - Eurostar est Shambolique: It’s not just the airlines who need to get their act together - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488434200-LUTPAFM6B3USL564YSGI/Eurostar-pic1.jpg Thought Leadership - Eurostar est Shambolique: It’s not just the airlines who need to get their act together - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488432898-VAX2MJHYYD53214NNWA5/Eurostar-pic3.png Thought Leadership - Eurostar est Shambolique: It’s not just the airlines who need to get their act together - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2017/05/23/customer-experience-thats-just-fluffy-nonsense-isnt monthly 0.5 2026-10-08 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488430801-3RFQ3OHOTOJ7DNHXGDKA/CX-Fluffy-Nonsense.png Thought Leadership - Customer Experience - that's all just fluffy nonsense, isn't it? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789475352992-YQ71JKMO4QKRYPOUB07M/magical-CX.png Thought Leadership - Customer Experience - that's all just fluffy nonsense, isn't it? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2017/05/18/role-model-customer-centric-leadership-i-huge-fan-jeff-bezos monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488429901-QOWJHD10SVLTSAROSM14/Role-model-CC-leadership.png Thought Leadership - Role model customer centric leadership: why I am a huge fan of Jeff Bezos! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488423898-5PZELYUL9Z35933C83GK/Jack-Welch-people.png Thought Leadership - Role model customer centric leadership: why I am a huge fan of Jeff Bezos! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488432502-KYIUH6DYUVKCLM1WHCJ0/jeff-bezos-shareholders.png Thought Leadership - Role model customer centric leadership: why I am a huge fan of Jeff Bezos! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2017/05/09/customer-experience-benchmarking-beware-use monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488423999-03CUS983OBH5BYRWG6FY/CX-Benchmarking.png Thought Leadership - Customer Experience Benchmarking: beware how you use it! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488427205-V7SIH6IV9WWNX1LRAOA3/Bigger-data-690.jpg Thought Leadership - Customer Experience Benchmarking: beware how you use it! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789484035542-Y7089Q1G57NCIMBTWWUZ/apples-with-apples.jpg Thought Leadership - Customer Experience Benchmarking: beware how you use it! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2017/05/02/actions-must-speak-louder-words-united-airlines-eat-humble-pie monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488431601-LPRKQSBVJ2C47VCOPDAI/Actions-Louder-than-Words.png Thought Leadership - Actions MUST speak louder than Words: United Airlines eat humble pie! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488429525-AA1ZSPQNNVO8665V1CHF/actions-speak-louder-than-words-quote-4-picture-quote-1.jpg Thought Leadership - Actions MUST speak louder than Words: United Airlines eat humble pie! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2017/04/25/lack-common-sense-continuing-destroy-customer-experiences-around-world monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488426507-Z2FBCRJOJDCCDTQ225UQ/Lack-opf-common-sense.png Thought Leadership - Lack of Common Sense: Continuing to Destroy Customer Experiences Around the World! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789484036145-RBFRDQT3UF460UN02CD6/slow-wifi.png Thought Leadership - Lack of Common Sense: Continuing to Destroy Customer Experiences Around the World! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488436207-Y44KQ7WZD3QUZBYP1QWW/United-Airlines-drags-passenger-off-plane.jpg Thought Leadership - Lack of Common Sense: Continuing to Destroy Customer Experiences Around the World! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2017/04/19/ensure-customer-experience-key-element-business-strategy monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789475009065-DH9NK1S94TH93BT7MRF1/cc-tip5.png Thought Leadership - How to Ensure Customer Experience is a Key Element of Your Business Strategy  https://www.ijgolding.com/thought-leadership/2017/04/04/human-experience-hx-result-experiences monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488471969-O7Q1COO7PVLXCKO1Y355/Human-Experience-Blog-Header.png Thought Leadership - The Human Experience (HX) - the result of all other experiences https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488431695-GZ1A9IPCLZ9FW93JDIB8/magic-vortex.jpg Thought Leadership - The Human Experience (HX) - the result of all other experiences - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488431597-MN7AQ0R5S1HT3PWEXJKS/HX-1.png Thought Leadership - The Human Experience (HX) - the result of all other experiences - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789483686094-6OHQEKGEQZSLATC3QBFP/BookCoverCustomerWhat_Ian-Golding.jpg Thought Leadership - The Human Experience (HX) - the result of all other experiences - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2017/03/28/customer-experience-goes-ways monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488425299-G2N5UHGVMPNBZGKKBMPI/CX-both-ways.png Thought Leadership - Customer Experience: it goes both ways... or does it?! https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488425704-OJB0M0BHFWXM98AFYTF2/what_do_you_want_from_me__by_mindlesspuppettoy-d46gxce.jpg Thought Leadership - Customer Experience: it goes both ways... or does it?! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488426600-3J0YPTIC8BVE5T1DDBRX/cx-relationships.png Thought Leadership - Customer Experience: it goes both ways... or does it?! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2017/03/20/engaging-people-customer-experience-improvement-activity-6-key-questions monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474999170-1CIN91ZHCPNI0D6YAM3T/cc-tip-4-1.png Thought Leadership - Engaging Your People in Customer Experience Improvement Activity: 6 Key Questions  https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488423898-5PZELYUL9Z35933C83GK/Jack-Welch-people.png Thought Leadership - Engaging Your People in Customer Experience Improvement Activity: 6 Key Questions  - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488422407-0L0F2PI2GA4X3TZX6H3K/customer-1st-aid.png Thought Leadership - Engaging Your People in Customer Experience Improvement Activity: 6 Key Questions  - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488413901-XLNQZBRIXJOQ752N9HZD/customerthink_advisor_2017.png Thought Leadership - Engaging Your People in Customer Experience Improvement Activity: 6 Key Questions  - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2017/03/13/inspiration-dedication-perspiration-welcome-mind-customer-experience-professional monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474999568-31NMKIOIQTOCNN7UNQDI/CCXP-Professional.png Thought Leadership - Inspiration, Dedication, Perspiration - welcome to the mind of the Customer Experience Professional! https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488423009-6JJEP8OQTHA8C7OWXAJQ/Ian-Diane.jpeg Thought Leadership - Inspiration, Dedication, Perspiration - welcome to the mind of the Customer Experience Professional! - Make it stand out Diane and I after an evening spent putting the world to rights! https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488419700-G1J569EHHU1QVBIMKVRY/CCXP-Professional1-1.png Thought Leadership - Inspiration, Dedication, Perspiration - welcome to the mind of the Customer Experience Professional! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488380197-TBKJHH04M5MS8UVL8SRA/ccxp-logo.jpg Thought Leadership - Inspiration, Dedication, Perspiration - welcome to the mind of the Customer Experience Professional! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2017/03/06/experience-experience-walking-shoes-customers-employees monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789475005059-L25RL4L37L9M4M00YKQ4/ig_cc_tip3-1.png Thought Leadership - Experience the Experience: Walking in the Shoes of Your Customers and Employees https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488418098-0QL698PV17TVR1EZMBT7/where_am_i.jpg Thought Leadership - Experience the Experience: Walking in the Shoes of Your Customers and Employees - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488413901-XLNQZBRIXJOQ752N9HZD/customerthink_advisor_2017.png Thought Leadership - Experience the Experience: Walking in the Shoes of Your Customers and Employees - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2017/03/02/waterstones-right-whatever-takes-improve-business-customer-experience monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474997071-Z8PA6Y3458U1D3T6W20A/Whatever-it-takes.png Thought Leadership - Waterstones - Is it right to do whatever it takes to improve the business AND the Customer Experience? https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488418105-D2EA67CG7ORHY6A9O1YL/James-Daunt-Waterstones.jpg Thought Leadership - Waterstones - Is it right to do whatever it takes to improve the business AND the Customer Experience? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488420301-RVZFWMMI8H5GNJ7AUPLW/Southwold-Books.jpg Thought Leadership - Waterstones - Is it right to do whatever it takes to improve the business AND the Customer Experience? - Make it stand out Southwold Books - one of Waterstones ‘unbranded’ stores https://www.ijgolding.com/thought-leadership/2017/02/20/cost-not-focussing-customer-experience monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474996871-884U2FC4WDOZW2ODOST9/value-of-CX.png Thought Leadership - The cost of NOT focusing on Customer Experience https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488394202-1THJEG8WU61F99VHO5OS/random-experiences.png Thought Leadership - The cost of NOT focusing on Customer Experience - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2017/02/07/customer-journey-management-not-just-mapping monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488472374-VJSJ28YNCUE3DMNUORSY/customer-journey-management-blog-header.png Thought Leadership - Customer Journey Management - it's not just about the mapping! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488415007-I6U5GEDI5ZAKS2HSCNZP/journey-maps-collage.png Thought Leadership - Customer Journey Management - it's not just about the mapping! - Make it stand out A collage of customer journey maps! https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488053453-WNRCGQK2D6LQ2Q3FNR4F/Customer-What-Book-Cover-1.png Thought Leadership - Customer Journey Management - it's not just about the mapping! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2017/01/30/anxiety-stress-secret-killer-employee-customer-experiences monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488412806-P5CHBSIV3HK8F3LNZZE0/Anxiety-and-Stress.ppt.png Thought Leadership - Anxiety and Stress – the secret killer of employee and customer experiences https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488414105-78GYTNUAKO5VUZ48VEY8/Work-Life-Balance.png Thought Leadership - Anxiety and Stress – the secret killer of employee and customer experiences - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488414602-ZSCLJXCKE1EAMGS4JTTU/talking.png Thought Leadership - Anxiety and Stress – the secret killer of employee and customer experiences - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2017/01/24/customer-experience-gulf-region-story-continuous-improvement monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488412104-ICMR8BVTFPDNCEI1ZAWN/CX-in-the-Gulf-Region.png Thought Leadership - Customer Experience in the Gulf Region – A Story of Continuous Improvement! https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488413607-O4UEZJ41U3AJGR5PQF9Q/Difference-between-CS-CX-CC.png Thought Leadership - Customer Experience in the Gulf Region – A Story of Continuous Improvement! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488414091-ZUB49QUCRGIOLCQFZS6E/Gulf-CX-Awards-Winners-1.jpg Thought Leadership - Customer Experience in the Gulf Region – A Story of Continuous Improvement! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2017/01/18/embed-customer-experience-framework monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488410509-74SIFAQFVOH6XDUXUVDE/cc-tip-2.png Thought Leadership - How to Embed a Customer Experience Framework  https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488411106-KXOI2X5AMLMJ34JMGIAA/cx-framework-white.png Thought Leadership - How to Embed a Customer Experience Framework  - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488414105-5GGANFMMGDOHU2OQ8HCL/ig_forrester_mm1-1024x433.png Thought Leadership - How to Embed a Customer Experience Framework  - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488418892-GWRMBZILBM28O85229QC/ig_forrester_mm2-1024x243.png Thought Leadership - How to Embed a Customer Experience Framework  - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488413901-XLNQZBRIXJOQ752N9HZD/customerthink_advisor_2017.png Thought Leadership - How to Embed a Customer Experience Framework  - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2017/01/11/deliver-sustainable-customer-experiences-stop-looking-backwards monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488411099-R4E8NAXOK5LU865JP1TH/sustainable-CX.png Thought Leadership - To deliver sustainable Customer Experiences... STOP looking backwards! https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488415494-X13I32HRK0TB0UXURM0H/proactive-vs-reactive.jpg Thought Leadership - To deliver sustainable Customer Experiences... STOP looking backwards! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488415701-4BJ41KL2GOX5IC6OF7GG/Jeff-Bezos.jpg Thought Leadership - To deliver sustainable Customer Experiences... STOP looking backwards! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2017/01/04/customer-experience-2017-collaborate-educate-simplify-focus monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488407305-M4CQYXSH9H8AD3QIS71C/CX-in-2017.png Thought Leadership - Customer Experience in 2017 - Collaborate, Educate, Simplify and Focus! https://www.ijgolding.com/thought-leadership/2016/12/22/make-customer-experience-priority-whole-company monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474975169-PXKNL1V7H9GRIDA5FN72/cc-tip-1.png Thought Leadership - How to Make Customer Experience a Priority for the Whole Company  https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488325305-BMKO4I9XJK7FO4S3Z9BN/customer-think-advisor_2016.png Thought Leadership - How to Make Customer Experience a Priority for the Whole Company  - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/12/19/not-ask-customer-feedback-shocking-example-sky-tv monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488405206-Z0C2LYCUK449VTL8I4V5/sky-tv.png Thought Leadership - How NOT to ask for customer feedback: a shocking example from Sky TV https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488409101-2AA1WJVEYKY6G0ERDYDV/sky-tv1.png Thought Leadership - How NOT to ask for customer feedback: a shocking example from Sky TV - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488406107-F8E47KB0COECR9JXOVJH/sky-tv2.png.jpg Thought Leadership - How NOT to ask for customer feedback: a shocking example from Sky TV - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/12/14/people-make-customer-experience-monarch-specsavers-believe monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474982767-FVLZ65I7YQFA5L9GYNS9/Monarch-people.jpg Thought Leadership - Do your people 'make' your Customer Experience? Monarch & Specsavers believe theirs do! https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488411101-J4UVT4GB3V21I1XPJLGL/Specsavers.jpg Thought Leadership - Do your people 'make' your Customer Experience? Monarch & Specsavers believe theirs do! - Make it stand out John Perkins, Joint Group CEO of Specsavers, with Amelia Kendrick of their Chorley Branch https://www.ijgolding.com/thought-leadership/2016/12/06/customer-experience-can-fix monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474983061-WTWM7ZJ3HALFYEOMFSRQ/CX-can-we-fix-it-1.png Thought Leadership - Customer Experience: Can We Fix It? https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488403907-833F7PROKEX9AY3WERHJ/Bob-the-Builder.jpg Thought Leadership - Customer Experience: Can We Fix It? - Make it stand out Bob and friends! https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488406407-B16BMD3O35WLK5GPT6LU/cause-and-effect.png Thought Leadership - Customer Experience: Can We Fix It? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/11/30/customer-experience-hokey-cokey-companies-find-hard-commit-cx monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488408389-197DFZFTS1DBQ6DG1Q1E/CX-Hokey-Cokey.png Thought Leadership - The Customer Experience Hokey Cokey! Why do companies find it so hard to commit to CX? https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488387507-49N6UM0FGJDYKPM37ODC/CX-Challenge.png Thought Leadership - The Customer Experience Hokey Cokey! Why do companies find it so hard to commit to CX? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/11/23/top-7-tips-create-customer-centric-culture monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488400908-4ZGVV08BN5CFMLFJACT9/ig_7tips.png Thought Leadership - 7 Top Tips to Create a Customer-Centric Culture  https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488411106-KXOI2X5AMLMJ34JMGIAA/cx-framework-white.png Thought Leadership - 7 Top Tips to Create a Customer-Centric Culture  - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488325305-BMKO4I9XJK7FO4S3Z9BN/customer-think-advisor_2016.png Thought Leadership - 7 Top Tips to Create a Customer-Centric Culture  - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/11/17/customer-experience-professionals monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474976662-AVUPOGMGTP2WEFSBD86Z/CX-Pros-why-we-do-what-we-do.png Thought Leadership - Customer Experience Professionals: Why We Do What We Do https://www.ijgolding.com/thought-leadership/2016/11/16/customer-engagement-masterclass-united-biscuits monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474973069-3S5A4ZYVJH904TIO1EGL/united-biscuits-new.png Thought Leadership - Customer Engagement: a masterclass from United Biscuits https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488403293-YW27HSK7LBS37873WWV4/united-biscuits-CX-masterclass3.jpg Thought Leadership - Customer Engagement: a masterclass from United Biscuits - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488398395-S2QC7OJM6E4N15QB8LUN/united-biscuits-CX-masterclass2.jpg Thought Leadership - Customer Engagement: a masterclass from United Biscuits - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488398007-PZL7G4J1R7D9H0RPBAKJ/united-biscuits-CX-masterclass5.jpg Thought Leadership - Customer Engagement: a masterclass from United Biscuits - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/11/08/fans-customers-need-sustainable-business-sad-story-leyton-orient-football-club monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488398003-MDRHHQYHRHK0H2UQFJ99/fans-or-customers.png Thought Leadership - FANS or CUSTOMERS? Which do you need to have a sustainable business? The sad story of Leyton Orient Football Club - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488402592-2SS8V4ERCDQFE9JMVQC7/business-or-pleasure.jpg Thought Leadership - FANS or CUSTOMERS? Which do you need to have a sustainable business? The sad story of Leyton Orient Football Club - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488395306-I4CZKRAU8Q2ZGOL09R1U/francesco-becchetti.jpg Thought Leadership - FANS or CUSTOMERS? Which do you need to have a sustainable business? The sad story of Leyton Orient Football Club - Make it stand out Francesco Becchetti https://www.ijgolding.com/thought-leadership/2016/11/02/random-unintentional-customer-experiences-example-bt monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474972566-0HF21L6G8C0YEK7ZBLOX/random-experiences.png Thought Leadership - Random & Unintentional Customer Experiences: an example from BT https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488394308-25TTVRF36HOUDR6BPCIA/lost-luggage-airport-cyclicx-com.jpg Thought Leadership - Random & Unintentional Customer Experiences: an example from BT - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488394706-FGW8EU2X5J4RMJZM93FY/Shuts-1.png Thought Leadership - Random & Unintentional Customer Experiences: an example from BT - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488395404-LPZTO6X68ZYO2OXOP45B/shuts-2.png Thought Leadership - Random & Unintentional Customer Experiences: an example from BT - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488397900-A6CKVDXA5YA5ZTN197EX/Shuts-3.png Thought Leadership - Random & Unintentional Customer Experiences: an example from BT - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/10/25/technical-competence-organisational-clarity-two-pillars-customer-centric-leadership monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488390904-6FHY84UDBN7R2Z0CR4SH/cc-leadership.png Thought Leadership - Technical Competence & Organisational Clarity – The two pillars of Customer Centric Leadership https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488393694-1YMMVS0ZPJSTANV16R0G/david-marquet2.png Thought Leadership - Technical Competence & Organisational Clarity – The two pillars of Customer Centric Leadership - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488325305-BMKO4I9XJK7FO4S3Z9BN/customer-think-advisor_2016.png Thought Leadership - Technical Competence & Organisational Clarity – The two pillars of Customer Centric Leadership - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/10/17/customer-experience-differentiation-battleground monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488393701-BFG8L61PZ56755PYBBZC/differentiation.png Thought Leadership - Customer Experience: The Differentiation Battleground https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488390401-LHROWUVBWJMBLCUZCOMS/cars-1.png Thought Leadership - Customer Experience: The Differentiation Battleground - Make it stand out Spot the difference! https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488392205-UVX1H01M020HADSHSKH9/e2e-CX.png Thought Leadership - Customer Experience: The Differentiation Battleground - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/10/06/mastering-voice-customer-voc-journey monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488396004-YHSD0H6XOGS284CDVFLL/VOC.png Thought Leadership - Mastering Voice of the Customer – the VOC journey https://www.ijgolding.com/thought-leadership/2016/10/04/embedding-customer-centricity-customer-experience-jigsaw-puzzle monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488389995-RUMTUDW928423D2E442W/The-CX-Jigsaw-Puzzle-1.png Thought Leadership - Embedding Customer Centricity: The Customer Experience Jigsaw Puzzle https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488387507-49N6UM0FGJDYKPM37ODC/CX-Challenge.png Thought Leadership - Embedding Customer Centricity: The Customer Experience Jigsaw Puzzle - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488388104-1C10O3S8VRRKZATBYOEU/jigsaw-piece-personas.png Thought Leadership - Embedding Customer Centricity: The Customer Experience Jigsaw Puzzle - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488386205-CTQXBXLGVQ6DBRS9CUE1/jigsaw-piece-proposition.png Thought Leadership - Embedding Customer Centricity: The Customer Experience Jigsaw Puzzle - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488386605-WORQ7NLCWEO9XYZM597G/jigsaw-piece-journeys.png Thought Leadership - Embedding Customer Centricity: The Customer Experience Jigsaw Puzzle - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488385202-IQSACIRS4O9SS46HJN2U/jigsaw-piece-measurement.png Thought Leadership - Embedding Customer Centricity: The Customer Experience Jigsaw Puzzle - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488387999-GP7MQQGYX6ZA372ND7WR/jigsaw-piece-improvement.png Thought Leadership - Embedding Customer Centricity: The Customer Experience Jigsaw Puzzle - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488388501-DST14ZAKY3S1UDKFXN7S/jigsaw-communication.png Thought Leadership - Embedding Customer Centricity: The Customer Experience Jigsaw Puzzle - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488391305-8O15GI2LSD912YFQFKK5/jigsaw-complete.png Thought Leadership - Embedding Customer Centricity: The Customer Experience Jigsaw Puzzle - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488389207-E1AMGJHXDNDN9NMVIL8Z/cx-day-2016.png Thought Leadership - Embedding Customer Centricity: The Customer Experience Jigsaw Puzzle - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/09/26/voice-employee-voe-give-employees-seat-board-table monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488385204-SHXJZ0LGLKFS1HTJXUIP/VOE-board-table-1.png Thought Leadership - Voice of the Employee (VOE) - Would you give your employees a seat at the board table? https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488383708-A5Y4ZEKBBULTYPMQ9302/VOE-questions.png Thought Leadership - Voice of the Employee (VOE) - Would you give your employees a seat at the board table? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/09/21/customer-experience-success-avoid-putting-square-pegs-round-holes monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488384598-AME0QCC3JL9NU5D8HKQO/right-employee.png Thought Leadership - For Customer Experience Success, Avoid Putting Square Pegs in Round Holes https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488384800-FY0DL563FG7691PX05NM/culture.jpg Thought Leadership - For Customer Experience Success, Avoid Putting Square Pegs in Round Holes - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488325305-BMKO4I9XJK7FO4S3Z9BN/customer-think-advisor_2016.png Thought Leadership - For Customer Experience Success, Avoid Putting Square Pegs in Round Holes - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/09/19/importance-earning-authority-customer-experience-professional monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488382001-B85JPETBXVZ7KI7C6NJQ/authority-as-a-CX-pro-1.png Thought Leadership - The importance of EARNING authority as a Customer Experience Professional https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488382400-QDSRDY6HPRQZLALCV727/Earn-definition.png Thought Leadership - The importance of EARNING authority as a Customer Experience Professional - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488380197-TBKJHH04M5MS8UVL8SRA/ccxp-logo.jpg Thought Leadership - The importance of EARNING authority as a Customer Experience Professional - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488382109-98QBYT7QK26P80XKL0J1/UK-Customer-Experience-Awards-16.png Thought Leadership - The importance of EARNING authority as a Customer Experience Professional - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/09/13/heaven-hell-customer-experience-vacation-memories-year monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488378609-K7Z54NH3C03AW66IUHQH/heaven-or-hell-1.png Thought Leadership - Heaven or Hell? What Customer Experience vacation memories do you have this year? https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/447bff77-b32f-44ed-a316-e66606f7c331/Brittany-Ferries.webp Thought Leadership - Heaven or Hell? What Customer Experience vacation memories do you have this year? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/43c9a272-8800-47eb-b639-47a5c6affacd/Pamplona-Cathedral.webp Thought Leadership - Heaven or Hell? What Customer Experience vacation memories do you have this year? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488380092-UWN1XSQ6ETBLGGLPY2Z2/le-meridien-ra-beach.jpg Thought Leadership - Heaven or Hell? What Customer Experience vacation memories do you have this year? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/08/12/just-ell-truth-industries-treat-customers-badly monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488376604-FORRKO548JYLEPKD00BY/can-we-really-trust-them-olympics-2.png Thought Leadership - Just tell me the truth! Who are the 'winners' of the 'can customers really trust' them Olympics? https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488374604-JPJV45WY825XHWQ9AC55/dishonest_mechanic1.jpg Thought Leadership - Just tell me the truth! Who are the 'winners' of the 'can customers really trust' them Olympics? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789483993738-I4K57CQPXMACZSFVZMI7/InsanityDefense.jpg Thought Leadership - Just tell me the truth! Who are the 'winners' of the 'can customers really trust' them Olympics? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488378196-WZN2W39KGJ3566FM1HV7/yes-no.jpg Thought Leadership - Just tell me the truth! Who are the 'winners' of the 'can customers really trust' them Olympics? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/08/09/customer-culture-drive-future-business-performance monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474947667-Q76VKN7Y7PZRZZ2HEX67/mri-culture.jpg Thought Leadership - CUSTOMER CULTURE: How does it drive future business performance? https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488375408-8XBOYLLWYOBT70PXZERR/the-customer-culture-imperative.jpg Thought Leadership - CUSTOMER CULTURE: How does it drive future business performance? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488374607-4A3MOW0ZGDOP3E9L5KVJ/MCSheaderLogo.png Thought Leadership - CUSTOMER CULTURE: How does it drive future business performance? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/08/01/persistence-essential-characteristic-customer-experience-leaders monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488376899-22W7V9S0TUNGF5688NGH/customer-personas.png Thought Leadership - How Well Do You Know Your Customer? Is There Any Point Creating Customer Personas? https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488372908-J2GRHMUY3C5JMLIFSLK0/persona_3.png.jpg Thought Leadership - How Well Do You Know Your Customer? Is There Any Point Creating Customer Personas? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488325305-BMKO4I9XJK7FO4S3Z9BN/customer-think-advisor_2016.png Thought Leadership - How Well Do You Know Your Customer? Is There Any Point Creating Customer Personas? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/07/27/find-win-keep-simple-customer-centric-business-strategy monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488369106-KO7OR6U1UNBJ6AIHJ8B1/find-win-keep.png Thought Leadership - Find, Win, Keep: A simple customer centric business strategy https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488371107-BRGCZYUDV6JVCWD6LIKJ/no-keep.png Thought Leadership - Find, Win, Keep: A simple customer centric business strategy - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/07/19/carolyn-mccall-ceo-easyjet-example-courageous-customer-focused-leader monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474939466-LOQ0GJAI94IWAOXXA6UK/Carolyn-McCall1.jpg Thought Leadership - Carolyn McCall, CEO, Easyjet – An Example of a Courageous Customer Focused Leader https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488367908-D9T8CHBMW5F52ESYY19A/unhappy-customer.jpeg Thought Leadership - Carolyn McCall, CEO, Easyjet – An Example of a Courageous Customer Focused Leader - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488325305-BMKO4I9XJK7FO4S3Z9BN/customer-think-advisor_2016.png Thought Leadership - Carolyn McCall, CEO, Easyjet – An Example of a Courageous Customer Focused Leader - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/07/18/spectacularly-fail-customers-damage-brand-british-airways monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488371593-31FHS5LTCXZJX1VHBUS0/British-Airways-Fail.png Thought Leadership - How to spectacularly fail your customers and damage your brand – by British Airways https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488366907-6BIGDLKHYQNQR28FW06X/British-Aiways-Club-World.jpg Thought Leadership - How to spectacularly fail your customers and damage your brand – by British Airways - Make it stand out British Airways Club World https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488367107-YKEMBVBH4BSSRXP851AE/British-Airways-Fail1.png Thought Leadership - How to spectacularly fail your customers and damage your brand – by British Airways - Make it stand out Fly BA at the moment and you get a long wait for your money!! https://www.ijgolding.com/thought-leadership/2016/07/15/really-listening-customers-importance-connecting-customers-conversation monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488368999-33WIB4C9OMUBRK5E0TU3/listening-to-customers.jpg.png Thought Leadership - Are you really listening to your customers? The importance of connecting with your customers through conversation https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488366702-VHXE9894OMQJA72DVQ82/conversation.jpg Thought Leadership - Are you really listening to your customers? The importance of connecting with your customers through conversation - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488371592-9DX1WNF22IA19PJCUIKL/big-ears-traditional.png Thought Leadership - Are you really listening to your customers? The importance of connecting with your customers through conversation - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488366694-YZP8V8OGLT1CP89C1339/big-ears-new.png Thought Leadership - Are you really listening to your customers? The importance of connecting with your customers through conversation - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488368896-J4MBP6MG2BB57SX0E99E/Julia-Forsyth.jpg Thought Leadership - Are you really listening to your customers? The importance of connecting with your customers through conversation - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488364306-V5ZVHZ406VYE978L5QQ0/bigears.com_.png Thought Leadership - Are you really listening to your customers? The importance of connecting with your customers through conversation - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/07/13/customer-experience-sustainability-dont-let-cx-house-fall monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488361897-LJDLJ0ESQRF3GR5BACH5/CX-sustainability.png Thought Leadership - Customer Experience Sustainability: don't let your CX house fall down! https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488387507-49N6UM0FGJDYKPM37ODC/CX-Challenge.png Thought Leadership - Customer Experience Sustainability: don't let your CX house fall down! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/07/04/oh-smilin-smilin-whole-world-smiles-happy-customers-better-customer-experiences monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474930271-E1AMB7MNJMU7Z04CNESS/happy-customers.png Thought Leadership - "Oh when you smilin', when you smilin' The whole world smiles with you" - do happy customers = better customer experiences? https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488360001-ARQQYV5UZPHL41CD70Y8/Discount-for-Politeness.png Thought Leadership - "Oh when you smilin', when you smilin' The whole world smiles with you" - do happy customers = better customer experiences? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488361808-CTU5GKN5UMJ64YRJ49OZ/pret-a-manger-1.png Thought Leadership - "Oh when you smilin', when you smilin' The whole world smiles with you" - do happy customers = better customer experiences? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/06/22/communication-communication-communication-cannot-communicate-comes-customer-experience monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474927473-184OGLYF3CRLCWF2GKXQ/cx-communication-1.png Thought Leadership - Communication, communication, communication! Why you cannot 'over' communicate when it comes to Customer Experience https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488366903-AAX1J500QE7WTGDHYZ3B/What-We-Do-700-x-467.jpg Thought Leadership - Communication, communication, communication! Why you cannot 'over' communicate when it comes to Customer Experience - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789483973041-FTEENBHQ8R21AL6FG4U0/feet-in-the-street-1.jpg Thought Leadership - Communication, communication, communication! Why you cannot 'over' communicate when it comes to Customer Experience - Make it stand out The Shop Direct Board of Directors with the stiletto shoe at the launch of ‘Feet in the Street’ in 2010 https://www.ijgolding.com/thought-leadership/2016/06/14/customer-experience-commitment-2016-customer-centricity-research-findings monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488360610-61QL847NCYHYTHG6MIIG/customer-centricity-2016-research.png Thought Leadership - Customer Experience Commitment - 2016 Customer Centricity Research Findings https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488468481-R9KG0AK7OW8SUWC0BVE0/what-customers-want1.png Thought Leadership - Customer Experience Commitment - 2016 Customer Centricity Research Findings - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488237904-JFE83FWABDXFP6ZLLG06/characteristics-of-1-cx-brands.png Thought Leadership - Customer Experience Commitment - 2016 Customer Centricity Research Findings - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488356408-W7DCYOL6VHHJLVT0UHM3/cx-commitment-results.png Thought Leadership - Customer Experience Commitment - 2016 Customer Centricity Research Findings - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/06/07/engineering-customer-experience-digital-not-answer-everything monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488360394-Y1HVVLL0F9JPNTDHONVQ/overengineering.png Thought Leadership - Over-engineering the Customer Experience – ‘Digital’ is not the answer to everything! https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789483965237-N12SC5V8VYTAJGI8HVWL/ian-tbt.png Thought Leadership - Over-engineering the Customer Experience – ‘Digital’ is not the answer to everything! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488361500-BY0RL0JAL7PSC92MZ5Y6/citizenM.jpg Thought Leadership - Over-engineering the Customer Experience – ‘Digital’ is not the answer to everything! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/06/06/nice-meet-well-know-colleagues monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789483963540-TT59U5P7LQVXCJAJ268O/colleagues.png Thought Leadership - Nice to meet you! How well do you know your colleagues? https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488352209-LLWLSC8UBSG6S7GYVNSW/think.png Thought Leadership - Nice to meet you! How well do you know your colleagues? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488352708-1NUNIH6QLQF4XVSMXNYH/who-are-you.jpg Thought Leadership - Nice to meet you! How well do you know your colleagues? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488355399-IO218W6I84M0VKDC5YWN/broken-human-chain.jpg Thought Leadership - Nice to meet you! How well do you know your colleagues? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789475364867-513J20TR7GGIDSAC54TR/silos.png Thought Leadership - Nice to meet you! How well do you know your colleagues? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/05/23/customer-experience-measurement-vitally-important-badly-done monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488349806-K6R3AOH65QKIFVFYLRBR/CX-Measurement.png Thought Leadership - Customer Experience Measurement – Why it is Vitally Important BUT Badly Done! https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488348406-BYUF7RCOPX841DMHC3W6/Measurement-Voices.png Thought Leadership - Customer Experience Measurement – Why it is Vitally Important BUT Badly Done! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488350705-YW3C14A6K2K7NJSEVYPN/jumping-to-conclusions.png Thought Leadership - Customer Experience Measurement – Why it is Vitally Important BUT Badly Done! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488349101-JARYFF07FZ4V53DE6VL9/Organisational-Layers-of-CX.png Thought Leadership - Customer Experience Measurement – Why it is Vitally Important BUT Badly Done! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488358018-Z1OGWWG7O9ZCN9B7IGGB/carrot-stick.jpg Thought Leadership - Customer Experience Measurement – Why it is Vitally Important BUT Badly Done! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488325305-BMKO4I9XJK7FO4S3Z9BN/customer-think-advisor_2016.png Thought Leadership - Customer Experience Measurement – Why it is Vitally Important BUT Badly Done! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/05/12/transparent-customer-experience-measurement-can-benefit-company-customer monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488347410-MUR2BGK38TAZ8MXWPBCB/transparent-CX.png Thought Leadership - The Transparent Customer Experience: how measurement can benefit both company & customer https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488346204-BAU6W7VAASDA3CW0PBW7/TheBigShortCSHeader.jpg Thought Leadership - The Transparent Customer Experience: how measurement can benefit both company & customer - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488349008-C8OAK2LGWI34AKF6PNMM/food-hygiene1.jpg Thought Leadership - The Transparent Customer Experience: how measurement can benefit both company & customer - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/05/10/4310 monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488346509-6ZTSKJTQ4FUP3ZECQBRW/CCXP-Dubai.png Thought Leadership - Customer Experience in the Gulf Region - Ian Golding talks CCXP with Tim Elliott of Dubai Eye https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488345509-H7GWFZPC578SXRX0J8PP/CXM2-logo-short-text-2.png Thought Leadership - Customer Experience in the Gulf Region - Ian Golding talks CCXP with Tim Elliott of Dubai Eye - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/05/09/customer-guest-post-written-memory-sean-tomlinson monthly 0.5 2026-10-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488345602-CT73K00N62TCLKCPGCEW/sean-tomlinson-blog.jpg Thought Leadership - 'I am a Customer' - Guest Post written by and in memory of Sean Tomlinson - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488345706-4PT6Y2ZVR14RJL74U9K9/Sean-Tomlinson.jpg Thought Leadership - 'I am a Customer' - Guest Post written by and in memory of Sean Tomlinson - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/05/03/making-customer-experience-magical-power-surprising-delighting-customers monthly 0.5 2026-10-12 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474915045-2DXICEWB7XQDVG7P04VJ/magical-CX.png Thought Leadership - Making the Customer Experience Magical – The Power of Surprising and Delighting Customers! https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488342807-67ZA8I0XIBKPZQDMLCJO/Grandma-and-Mark.jpg Thought Leadership - Making the Customer Experience Magical – The Power of Surprising and Delighting Customers! - Make it stand out Great Grandma Pauline Golding at 102 pictured with my brother, Mark https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488343207-M90V60J7N0GP9NPX2VD5/grandma-mcdonalds2.jpg Thought Leadership - Making the Customer Experience Magical – The Power of Surprising and Delighting Customers! - Make it stand out The amazing McDonald’s ladies on Pauline’s 100th birthday https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488264592-A6G0CKI46BQRXK53609I/ritz-carlton-memories.jpg Thought Leadership - Making the Customer Experience Magical – The Power of Surprising and Delighting Customers! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488344209-1AL71TY36B8IXHELMUBW/OMWEXA2.png Thought Leadership - Making the Customer Experience Magical – The Power of Surprising and Delighting Customers! - Make it stand out The amazing Old Mutual Wealth ‘Magic Moments’ Team - Christina, Jen, Stevie and Chloe! https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488344610-RPTSJ50U48USY5ESFJCJ/OMW-EXA1.jpg Thought Leadership - Making the Customer Experience Magical – The Power of Surprising and Delighting Customers! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/04/27/developing-north-star-importance-clarifying-purpose monthly 0.5 2026-10-12 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474910157-482JOFH3GS866UBHYL15/Clarifying-your-Purpose-1.png Thought Leadership - Developing Your ‘North Star’ — The Importance of Clarifying Your Purpose https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488325305-BMKO4I9XJK7FO4S3Z9BN/customer-think-advisor_2016.png Thought Leadership - Developing Your ‘North Star’ — The Importance of Clarifying Your Purpose - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/04/25/can-world-business-learn-leicester-city-teamwork-togetherness-breeds-success monthly 0.5 2026-10-12 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474910263-C3MPTYACETCJG4KDH6AB/Leicester-City.png Thought Leadership - What can the world of business learn from Leicester City? Why teamwork and togetherness breeds success https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488338803-A27I3XAICVGLGR7A47OA/leyton-orient-togetherness.jpg Thought Leadership - What can the world of business learn from Leicester City? Why teamwork and togetherness breeds success - Make it stand out A picture that perfectly summed up Leyton Orient’s ‘teamwork and togetherness’ in 2014 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488339201-3HFKVF0SLY0HW8N6L9BP/teamwork-gears2.png Thought Leadership - What can the world of business learn from Leicester City? Why teamwork and togetherness breeds success - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488340509-QJJ4TFP15FBKC6YDLKMQ/Claudio-Ranieri.jpg Thought Leadership - What can the world of business learn from Leicester City? Why teamwork and togetherness breeds success - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/04/20/importance-persistence-customer-experience-can-work-part-long-term-business-strategy monthly 0.5 2026-10-12 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474906972-RF2ERPMUAZO2YJN5X5SQ/persistence-in-CX.png Thought Leadership - The importance of persistence - why Customer Experience can only work if it is part of a long term business strategy https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488373601-AT598QMDE5RY0I47ZARA/real-courage-is-doing-the-right-thing-when-nobodys-looking-doing-the-unpopular-thing-because-its_600x315_60125.jpg Thought Leadership - The importance of persistence - why Customer Experience can only work if it is part of a long term business strategy - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488340097-5QNPEG98ZPIKRFO3O14H/Fiona-Templeton.jpg Thought Leadership - The importance of persistence - why Customer Experience can only work if it is part of a long term business strategy - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488325305-BMKO4I9XJK7FO4S3Z9BN/customer-think-advisor_2016.png Thought Leadership - The importance of persistence - why Customer Experience can only work if it is part of a long term business strategy - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/04/06/cx-v monthly 0.5 2026-10-12 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488337408-H9SQER8L6HCIRT14Y6LJ/CX-is-a-vocation.png Thought Leadership - CX = V! Customer Experience is not a job... it's a vocation! https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488342388-SV6IZIYBKJLCALUK4VRV/Cxpaeuie20163-e1459917534602.jpg Thought Leadership - CX = V! Customer Experience is not a job... it's a vocation! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488340408-L0BWTVX07S1KK6MNVFJ7/CXPAEUIE20164.png Thought Leadership - CX = V! Customer Experience is not a job... it's a vocation! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/04/04/using-data-improve-customer-experience-ian-golding-interview-reachforce monthly 0.5 2026-10-12 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488337798-V8POBMVLFEONCBL8EN2Y/reachforce-interview.png Thought Leadership - Using data to improve customer experience - Ian Golding interview with ReachForce https://www.ijgolding.com/thought-leadership/2016/03/22/video-ian-golding-mark-mcarthur-christie-on-the-rise-of-customer-experience monthly 0.5 2026-10-12 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474905462-DL63V892OPF9IZ9XF68G/Rubuss-Talks.png Thought Leadership - Video: Ian Golding & Mark McArthur Christie on 'The Rise of Customer Experience' https://www.ijgolding.com/thought-leadership/2016/03/16/the-british-airways-pilot-who-got-off-his-bum-why-doing-things-differently-can-have-a-dramatic-effect-on-the-customer-experience monthly 0.5 2026-10-12 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474900161-SGH37UTG6Q4EEN8NEVRT/ba-pilot.png Thought Leadership - The British Airways pilot who got off his bum! How to wow customers with the unremarkable https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488342301-9VJONQNUUNEOOWE4XJL8/ba-plane.jpg Thought Leadership - The British Airways pilot who got off his bum! How to wow customers with the unremarkable - Make it stand out Even BA are powerless to control the temperamental British weather! https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488334200-G96ZTZCYK8W2KCAQFQIV/quote-if-you-don-t-do-something-differently-you-ll-ultimately-be-where-you-are-now-only-later-todd-duncan-93-64-32.jpg Thought Leadership - The British Airways pilot who got off his bum! How to wow customers with the unremarkable - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/03/10/customer-centric-culture-putting-theory-into-practice monthly 0.5 2026-10-12 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474899973-RYUZQOJ5F9ZPY2WKQTU5/customer-centric-culture.png Thought Leadership - Customer Centric Culture – putting theory into practice https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488332202-L6Z6OMBO761HG52TV3DB/customer-centricity-definition.png Thought Leadership - Customer Centric Culture – putting theory into practice - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488438698-F8ESZCRLYSXBNNWHIE4W/dubai-islamic-bank.jpg Thought Leadership - Customer Centric Culture – putting theory into practice - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789475351875-DPTUOHS5XPVPHN6OBWL5/tfl.png Thought Leadership - Customer Centric Culture – putting theory into practice - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/03/07/irrelevance-ignorance-npower-bhs-moonpig-add-fuel-to-the-cx-fire monthly 0.5 2026-10-12 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488331106-L7S3FJRZFPZJSKOD76E4/fuel-to-the-cx-fire-1.png Thought Leadership - Irrelevance & Ignorance? NPower, BHS & Moonpig add fuel to the CX Fire! https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488331809-BH5LCS7LDT96WWOCRIZ2/RWE_npower_Op_Co_ID_logo_RGB_2010.jpg Thought Leadership - Irrelevance & Ignorance? NPower, BHS & Moonpig add fuel to the CX Fire! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488338899-F6EIJ16MZ1EHHWUEJM5U/Bhslaunches1.jpg Thought Leadership - Irrelevance & Ignorance? NPower, BHS & Moonpig add fuel to the CX Fire! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488332806-9JYWFCUAKOTNGMKXSVAH/bhs.jpg Thought Leadership - Irrelevance & Ignorance? NPower, BHS & Moonpig add fuel to the CX Fire! - Make it stand out Inside a BHS store https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488335500-KW6V0SR75V8AXH69XPD0/MoonPig.jpg Thought Leadership - Irrelevance & Ignorance? NPower, BHS & Moonpig add fuel to the CX Fire! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/03/01/communication-collaboration-essential-ingredients-for-all-great-customer-experiences monthly 0.5 2026-10-12 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474896561-1AIC2BR74HC55BK6Y4WR/communication-and-collaboration.png Thought Leadership - Communication & collaboration: essential ingredients for all great Customer Experiences https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488328501-ZXQ9EBOMQ668U72BDC35/communication-icon.png Thought Leadership - Communication & collaboration: essential ingredients for all great Customer Experiences - Make it stand out Communication https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488330306-QUDEXK0FM43HVV18B7B8/collaboration.png Thought Leadership - Communication & collaboration: essential ingredients for all great Customer Experiences - Make it stand out Collaboration https://www.ijgolding.com/thought-leadership/2016/02/23/heart-or-head-first-which-is-more-important-in-driving-great-customer-experiences monthly 0.5 2026-10-12 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488326408-S46O2A412I4EQ8BWGXOQ/head-or-heart-1.png Thought Leadership - Heart or head first? Which is more important in driving great Customer Experiences? https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488327007-T82CP1CK3OKQF6OZ85EO/Always_Done_It_That_Way1.jpg Thought Leadership - Heart or head first? Which is more important in driving great Customer Experiences? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488325704-CDEKEMJHWL2NYSYKNZQD/kingdom.jpg Thought Leadership - Heart or head first? Which is more important in driving great Customer Experiences? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488327706-O3M5RNJRS8VC8NUV2MPO/pizza-express.jpg Thought Leadership - Heart or head first? Which is more important in driving great Customer Experiences? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789475340465-VWZL5WJ661P5VXY5WNG1/Joseph-Michelli.jpg Thought Leadership - Heart or head first? Which is more important in driving great Customer Experiences? - Make it stand out I will be featuring an exclusive interview with Joseph in an upcoming blog post - watch out for it! https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488327405-6QAUDEPIJC6P3L0YTDW0/head-or-heart-heart-wins-1.png Thought Leadership - Heart or head first? Which is more important in driving great Customer Experiences? - Make it stand out Heart wins! https://www.ijgolding.com/thought-leadership/2016/02/17/do-you-have-a-funny-bone-the-3-vital-bones-required-by-all-customer-experience-leaders monthly 0.5 2026-10-12 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488479582-5ZRS0DEJD517MKP279D7/Bones-Blog-Header.png Thought Leadership - Do You Have a Funny Bone? The 3 Vital “Bones” Required by All Customer Experience Leaders! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488323507-OHVCS68RXFGAK3XQF9N3/wish-bone.png Thought Leadership - Do You Have a Funny Bone? The 3 Vital “Bones” Required by All Customer Experience Leaders! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488330595-9SHA9WOVKC2FUMITMO2D/back-bone.png Thought Leadership - Do You Have a Funny Bone? The 3 Vital “Bones” Required by All Customer Experience Leaders! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488324907-FKYVQWW7P4K9FC894EG6/funny-bone.png Thought Leadership - Do You Have a Funny Bone? The 3 Vital “Bones” Required by All Customer Experience Leaders! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488325305-BMKO4I9XJK7FO4S3Z9BN/customer-think-advisor_2016.png Thought Leadership - Do You Have a Funny Bone? The 3 Vital “Bones” Required by All Customer Experience Leaders! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/02/09/say-elephants-never-forget-customers monthly 0.5 2026-10-12 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488322695-XBBIBEFNAFSSDEMZS31I/elephants-never-forget.png Thought Leadership - They say elephants never forget... but what about customers? https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488322994-AZEX4TBFJAJIXCFDYF7E/forget.jpg Thought Leadership - They say elephants never forget... but what about customers? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474895463-P8M6DG1J1WLXQFAYDCGO/moo.com_.png Thought Leadership - They say elephants never forget... but what about customers? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/02/03/why-customer-experience-is-a-global-challenge monthly 0.5 2026-10-12 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488324003-G0I2WZQ3ZD434CKZCT4D/CX-starting-to-make-the-world-go-around.png Thought Leadership - CX makes the world go around! Why customer experience is a global challenge - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488321507-PJNJ7U60CTKTEKB7HE1Z/Why-CXM-Works.png Thought Leadership - CX makes the world go around! Why customer experience is a global challenge - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488380197-TBKJHH04M5MS8UVL8SRA/ccxp-logo.jpg Thought Leadership - CX makes the world go around! Why customer experience is a global challenge - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/01/28/mystery-shopping-programmes-great-in-reality-or-just-in-theory monthly 0.5 2026-10-12 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488324698-O1VQF8R22NNPP4BKLMWJ/mystery-shopping-1.jpg Thought Leadership - Mystery Shopping Programmes – great in reality or just in theory? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488318907-UBLNZSQ4XFES33JNFM41/mystery-shopping-2.jpg Thought Leadership - Mystery Shopping Programmes – great in reality or just in theory? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488319806-I9G6EMMZS49QH05QQV6Q/mystery-shopping-3.jpg Thought Leadership - Mystery Shopping Programmes – great in reality or just in theory? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488322299-M161ZGW2NQ8LBLY1E9IY/mystery-shopping-4.png Thought Leadership - Mystery Shopping Programmes – great in reality or just in theory? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488322800-VACAY0OI1L4UZPXULANS/mystery-shopping-5.jpg Thought Leadership - Mystery Shopping Programmes – great in reality or just in theory? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488321009-1XAODCW0BQVZH2NF4QTS/mystery-shopping-6.jpg Thought Leadership - Mystery Shopping Programmes – great in reality or just in theory? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488321108-ZIPNJZDVQTVJL115CA8H/john-upton.jpg Thought Leadership - Mystery Shopping Programmes – great in reality or just in theory? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/01/26/the-customer-minute-the-simple-way-to-get-customer-on-to-your-agenda monthly 0.5 2026-10-12 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488315603-KFGZX1UVOSCO5L56YHU5/customer-minute.png Thought Leadership - The Customer Minute! The simple way to get 'Customer' on to your agenda - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488317205-SDZ4C1BHV9DQS4ED8RF3/boring-meeting1.jpg Thought Leadership - The Customer Minute! The simple way to get 'Customer' on to your agenda - Make it stand out Image by Corbis https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488317708-SEV6G7TMCT1VOWBL6HYF/Board-Meeting-Agenda.jpg Thought Leadership - The Customer Minute! The simple way to get 'Customer' on to your agenda - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/01/19/have-a-nice-day-is-the-us-better-than-the-rest-of-the-world-when-it-comes-to-customer-experience monthly 0.5 2026-10-12 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488314508-4GLW97RH6R8GSO60R3VT/have-a-nice-day.png Thought Leadership - Have a nice day! Is the US better than the rest of the world when it comes to Customer Experience? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488313509-X0TD6Z5VUDIINQHLDK9F/us-kings-of-cx.png Thought Leadership - Have a nice day! Is the US better than the rest of the world when it comes to Customer Experience? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488314400-LLFPUTT74WOY0EYJ2MX1/esta-machines1.jpg Thought Leadership - Have a nice day! Is the US better than the rest of the world when it comes to Customer Experience? - Make it stand out An ‘ESTA Terminal’ in the US - great in principle, but not if there are no humans to help passengers when necessary! https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488316507-KXADLT3Z52LP4RAQ9E2Q/Security-at-MIA.png Thought Leadership - Have a nice day! Is the US better than the rest of the world when it comes to Customer Experience? - Make it stand out A real life demonstration of people NOT wanting anyone to ‘have a nice day’! https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488317107-41IC6KOL508ZMQ74U3DR/jackie-and-tamela.png Thought Leadership - Have a nice day! Is the US better than the rest of the world when it comes to Customer Experience? - Make it stand out Jackie and Tamela with an unruly passenger! https://www.ijgolding.com/thought-leadership/2016/01/15/customer-experience-fact-or-fiction monthly 0.5 2026-10-12 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474877855-2IESYQ8YZ3S29VZS7KHM/Fact-or-Fiction.png Thought Leadership - Customer Experience – Fact or Fiction? https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488310215-UOBDI67OA5Z9KCQDF1DE/know-it-all.png Thought Leadership - Customer Experience – Fact or Fiction? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488312312-TF4BRTMB1CMB4YB5V5L1/confused-circle.png Thought Leadership - Customer Experience – Fact or Fiction? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488319299-KZZG6KIV3N4GNJGK9WC0/incompetent.png Thought Leadership - Customer Experience – Fact or Fiction? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488380197-TBKJHH04M5MS8UVL8SRA/ccxp-logo.jpg Thought Leadership - Customer Experience – Fact or Fiction? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/01/12/how-much-would-you-be-brave-enough-to-let-customers-pay-you-what-they-think-their-cx-is-worth monthly 0.5 2026-10-12 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488309006-CUKJ9QGWW7BEVE6US28V/How-Much.png Thought Leadership - How much!! Would you be brave enough to let customers pay you what they THINK their CX is worth? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488311899-IX6EWYW72VA8KG4FOGIF/windowsill.jpg Thought Leadership - How much!! Would you be brave enough to let customers pay you what they THINK their CX is worth? - Make it stand out Would you consider this window sill in the restaurant of our hotel to be ‘luxury’?! https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488312604-1PYJLS2R18OOJOQI7GC6/What-do-customers-want.png Thought Leadership - How much!! Would you be brave enough to let customers pay you what they THINK their CX is worth? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488310704-66WYT5GIUTUKCSVXLU8U/THE-BILL.png Thought Leadership - How much!! Would you be brave enough to let customers pay you what they THINK their CX is worth? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2016/01/04/why-2016-should-not-be-the-year-of-the-customer monthly 0.5 2026-10-12 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474874170-OHK28GL9G0L2GT8C8XZV/2016.png Thought Leadership - Why 2016 should NOT be 'the year of the customer' https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488308595-QY3TJUBXSEU66U1NGCQY/CX-IN-20151.png Thought Leadership - Why 2016 should NOT be 'the year of the customer' - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2015/12/16/education-education-education-the-real-need-for-developing-customer-experience-learning monthly 0.5 2026-10-12 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474877451-NEPBN3RJX7RUVGS801N7/CX-Education.png Thought Leadership - Education, Education, Education - the real need for developing Customer Experience learning https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488306908-VB15ZX0MH7NU2XS5BFC6/KEY.jpg Thought Leadership - Education, Education, Education - the real need for developing Customer Experience learning - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488309204-FRS4TCQN3FOHF6EFPY6W/Random.jpg Thought Leadership - Education, Education, Education - the real need for developing Customer Experience learning - Make it stand out The ‘random’ Customer Experience! https://www.ijgolding.com/thought-leadership/2015/12/08/personal-reliable-trusting-customer-experience-lessons-from-independent-businesses monthly 0.5 2026-10-12 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488306004-NH02JKM9LH0IIYMBYDST/CX-Lessons-from-Independent-Businesses.png Thought Leadership - Personal; Reliable; Trusting - Customer Experience Lessons from Independent Businesses - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488306600-1RKY9MEEVNVEIIK2Y12E/pioneer-shoe-repairs.jpg Thought Leadership - Personal; Reliable; Trusting - Customer Experience Lessons from Independent Businesses - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488311003-399KAEHYHBY4KR8XOH8R/albertini1.jpg Thought Leadership - Personal; Reliable; Trusting - Customer Experience Lessons from Independent Businesses - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789483933232-S7O0IBDB9GIBOYIY6CD9/alec-ainley.jpg Thought Leadership - Personal; Reliable; Trusting - Customer Experience Lessons from Independent Businesses - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2015/12/03/how-to-engage-customers-hearts-then-charts-white-paper monthly 0.5 2026-10-12 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474866569-X8YVNP9E8YZBR9XRLPJR/Hearts-then-Charts.png Thought Leadership - How to Engage Customers - "Hearts, Then Charts" White Paper https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488303106-CLI647VCCOS7Z91Y2V6K/ian-fitzpatrick.jpeg Thought Leadership - How to Engage Customers - "Hearts, Then Charts" White Paper - Make it stand out Ian Fitzpatrick, Chief Strategy Officer, Almighty https://www.ijgolding.com/thought-leadership/2015/11/30/customer-service-customer-experience-customer-centricity-what-is-the-difference-between-them monthly 0.5 2026-10-12 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488300402-4GKJ5B0SSR55P66MPVA0/Difference-between-CS-CX-CC.pptx.png Thought Leadership - Customer Service; Customer Experience; Customer Centricity - what is the difference between them? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789476382890-W3HTJ7PHA35NFJYQW7DB/Customer-Service.png Thought Leadership - Customer Service; Customer Experience; Customer Centricity - what is the difference between them? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488303428-1SWL9ORYMXULQF13784F/Customer-Experience.png Thought Leadership - Customer Service; Customer Experience; Customer Centricity - what is the difference between them? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488305204-NF7L0BOPT75UDUQQI8NS/Customer-Centricity.png Thought Leadership - Customer Service; Customer Experience; Customer Centricity - what is the difference between them? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2015/11/25/it-doesnt-bother-me-what-would-the-world-be-like-if-no-one-cared-about-customer-experience monthly 0.5 2026-10-12 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474864271-435LC004BHDKSDI5IJVP/who-cares.png Thought Leadership - It doesn't bother me! What would the world be like if no-one cared about Customer Experience? https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789483924073-HN7OCMIMCKE2HDX23OLK/talk-to-the-hand.jpg Thought Leadership - It doesn't bother me! What would the world be like if no-one cared about Customer Experience? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488304888-Y6U9XQ37L6JKGMGHFAXW/taxi.jpg Thought Leadership - It doesn't bother me! What would the world be like if no-one cared about Customer Experience? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488299908-WYCJ6HL8654AAORZFZ10/taken-for-granted.jpg Thought Leadership - It doesn't bother me! What would the world be like if no-one cared about Customer Experience? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488302813-NKCT2TC0YS0XQQO3R8RT/Customer-Centric.jpg Thought Leadership - It doesn't bother me! What would the world be like if no-one cared about Customer Experience? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2015/11/16/going-the-extra-mile-the-difference-between-just-doing-a-job-and-genuinely-engaging-with-the-customer monthly 0.5 2026-10-12 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474867864-TQ19TA2FDMIOAIKAPOH3/going-the-extra-mile.png Thought Leadership - Going the Extra Mile — The Difference Between Just Doing a Job and Genuinely Engaging with the Customer https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488297000-5H0ZXTJ6QWASZ8MP263E/Etihad-Airways-New-Uniforms-5.IMG_8568-690x461.jpg Thought Leadership - Going the Extra Mile — The Difference Between Just Doing a Job and Genuinely Engaging with the Customer - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488299696-J492U1LOO5S46KOH20HY/zoo-letter.jpeg Thought Leadership - Going the Extra Mile — The Difference Between Just Doing a Job and Genuinely Engaging with the Customer - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2015/11/12/heroes-or-villains-customer-experience-spotlight-on-the-telecoms-industry monthly 0.5 2026-10-12 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488295604-3IFJG3GM5AX2DYV3VBOV/Telecoms.png Thought Leadership - Heroes or Villains? Customer Experience Spotlight on the Telecoms Industry - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488298301-EX6RMSYEW4WUCK0AMJ1L/2B4B7DF800000578-3194831-The_spoils_of_war_Business_development_manager_Dan_May_with_his_-a-25_1439372923955.jpg Thought Leadership - Heroes or Villains? Customer Experience Spotlight on the Telecoms Industry - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2015/11/05/do-you-know-what-it-feels-like-why-experiencing-your-customer-and-employee-journeys-is-so-important monthly 0.5 2026-10-12 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474864863-5FV4BVQTULAI4AH2VU17/Do-you-know.png Thought Leadership - Do you know what 'it' feels like? Why experiencing your customer AND employee journeys is so important! https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488297393-TB99MHZGLCJJGUXA7GJ8/ls-thomson.jpg Thought Leadership - Do you know what 'it' feels like? Why experiencing your customer AND employee journeys is so important! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488296107-1B1NK6DAXMZTN2803DGF/Prezzo-Broughton.jpg Thought Leadership - Do you know what 'it' feels like? Why experiencing your customer AND employee journeys is so important! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488295106-UUH0RJ7NGJZWAD25SCGQ/Tesco-Delivery.png Thought Leadership - Do you know what 'it' feels like? Why experiencing your customer AND employee journeys is so important! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488297502-0RKD23UL01LRPFWZRH1P/Tesco-Delivery1.png Thought Leadership - Do you know what 'it' feels like? Why experiencing your customer AND employee journeys is so important! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2015/10/28/customer-experience-design-3-essential-design-skills-for-creating-a-great-customer-experience monthly 0.5 2026-10-12 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474860260-WUXVFOTVPCS5ZKYVTTW9/CX-Design-Hellon1.png Thought Leadership - Customer Experience Design: 3 essential (design) skills for creating a great customer experience https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488294106-3YPTCNZ49EL06CRRS8BH/Hellon1.png Thought Leadership - Customer Experience Design: 3 essential (design) skills for creating a great customer experience - Make it stand out Getting a blood sample taken at a laboratory https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488292109-WKY00Z9ZQ7JDD97W3Q2V/Hellon2.jpg Thought Leadership - Customer Experience Design: 3 essential (design) skills for creating a great customer experience - Make it stand out Market research vs Design research (Polaine, Lovlie and Reason, 2013) https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488294494-Z327V6PF26TAHGTK00BF/Hellon3.jpg Thought Leadership - Customer Experience Design: 3 essential (design) skills for creating a great customer experience - Make it stand out A newly designed pharmacy https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488300102-MCNNQXM5O1VCVZ22UDQ4/Hellon4.png Thought Leadership - Customer Experience Design: 3 essential (design) skills for creating a great customer experience - Make it stand out Prototyping new prescription desks https://www.ijgolding.com/thought-leadership/2015/10/19/people-never-underestimate-how-important-they-are-in-the-world-of-customer-experience monthly 0.5 2026-10-12 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488291121-MPAYPDXBDNJGZ0SBTCVJ/youmakediff.jpeg Thought Leadership - People – Never Underestimate How Important They Are in the World of Customer Experience - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488293500-YBJ8Q6RY4RWTBLML0N9P/Alan-BQ.jpg Thought Leadership - People – Never Underestimate How Important They Are in the World of Customer Experience - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488298196-5QP0QU1PVXQNHW5XHX4F/Aldi.jpeg Thought Leadership - People – Never Underestimate How Important They Are in the World of Customer Experience - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2015/10/14/broken-promises-the-easiest-way-to-destroy-the-customer-experience monthly 0.5 2026-10-12 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474856860-V51GO0A5N1MPTDHW9C89/broken-promises.png Thought Leadership - Broken Promises: the easiest way to destroy the Customer Experience! https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488296485-1J9421GS14GJA5TYL5CJ/casafina.png Thought Leadership - Broken Promises: the easiest way to destroy the Customer Experience! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2015/10/08/authenticity-the-key-to-unlocking-the-greatest-customer-experiences-featuring-case-studies-from-weleda-and-old-mutual-zimbabwe monthly 0.5 2026-10-13 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474854366-7R295OT4X2HON5H0WAUA/authenticity1.png Thought Leadership - Authenticity - the key to unlocking the greatest Customer Experiences? Featuring case studies from Weleda and Old Mutual Zimbabwe https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488287803-ZC3EVALLJTSEDWX5PI18/VW-headlines.jpg Thought Leadership - Authenticity - the key to unlocking the greatest Customer Experiences? Featuring case studies from Weleda and Old Mutual Zimbabwe - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488295999-VTFWKN3A4DUPCT69KBBN/Tesco-headlines.jpg Thought Leadership - Authenticity - the key to unlocking the greatest Customer Experiences? Featuring case studies from Weleda and Old Mutual Zimbabwe - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488288601-JOZZVSS93N1TAS289FA2/ppi.jpg Thought Leadership - Authenticity - the key to unlocking the greatest Customer Experiences? Featuring case studies from Weleda and Old Mutual Zimbabwe - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789483919164-HVAGAP646IE62A0DK0WR/Weleda-Advisor-Conference.jpg Thought Leadership - Authenticity - the key to unlocking the greatest Customer Experiences? Featuring case studies from Weleda and Old Mutual Zimbabwe - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488291389-GR126AHFQ2M67V5ZH5UQ/OMZ-Green-Zone.jpg Thought Leadership - Authenticity - the key to unlocking the greatest Customer Experiences? Featuring case studies from Weleda and Old Mutual Zimbabwe - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488289003-EP25PKQJMHHXWW6S0OA6/OMZ-Green-Zone-Inside.png Thought Leadership - Authenticity - the key to unlocking the greatest Customer Experiences? Featuring case studies from Weleda and Old Mutual Zimbabwe - Make it stand out Inside the ‘Green Zone’! https://www.ijgolding.com/thought-leadership/2015/09/30/im-like-parsley-i-get-everywhere-stories-that-amazed-and-inspired-me-at-the-2015-uk-customer-experience-awards monthly 0.5 2026-10-13 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488289305-U3PX5MMD08V00DNE5B7X/2015-UK-CX-Awards-Welcome.jpg Thought Leadership - I'm like parsley - I get everywhere!' - Stories that amazed and inspired me at the 2015 UK Customer Experience Awards! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488287407-A4SLI9RNRAGRS29S05CN/2015-UK-CX-Awards-Judging-Room.jpg Thought Leadership - I'm like parsley - I get everywhere!' - Stories that amazed and inspired me at the 2015 UK Customer Experience Awards! - Make it stand out The fantastic view from the judging room! https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488293091-KKNFF9SBL9K97VVALK3S/2015-UK-CXP-of-the-year.png Thought Leadership - I'm like parsley - I get everywhere!' - Stories that amazed and inspired me at the 2015 UK Customer Experience Awards! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789483914170-9TYN1E9FARMPF2QFDCMO/2015-UK-CX-Awards-Ceremony.jpg Thought Leadership - I'm like parsley - I get everywhere!' - Stories that amazed and inspired me at the 2015 UK Customer Experience Awards! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2015/09/24/a-new-era-of-experience-branding-the-kpmg-nunwood-customer-experience-excellence-centre-2015-uk-analysis monthly 0.5 2026-10-13 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488285907-SC8E1TNMVK9V62EFL2T6/Nunwood-2015-CEE-analysis.png Thought Leadership - A new era of experience branding: The KPMG Nunwood Customer Experience Excellence Centre 2015 UK Analysis - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789483910578-XRPD16DG5WZPSX8R7X46/Nunwood-Customer-Champions.png Thought Leadership - A new era of experience branding: The KPMG Nunwood Customer Experience Excellence Centre 2015 UK Analysis - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2015/09/21/what-has-customer-experience-got-to-do-with-me-the-chief-information-officer monthly 0.5 2026-10-13 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488284306-JIDZALILICGKAHEASEU3/CIO.png Thought Leadership - What has Customer Experience got to do with me, the Chief Information Officer? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488285894-3N9SP2DE3KV41LL3OCDN/cx-cogs.png Thought Leadership - What has Customer Experience got to do with me, the Chief Information Officer? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488349101-JARYFF07FZ4V53DE6VL9/Organisational-Layers-of-CX.png Thought Leadership - What has Customer Experience got to do with me, the Chief Information Officer? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2015/09/15/no-communication-no-bags-no-rooms-no-wifi-customer-experience-stories-of-unnecessary-effort-stress-ineptitude monthly 0.5 2026-10-13 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474844062-VWJ8CL3F41Y3TUVPLWOA/Effort.png Thought Leadership - NO communication; NO bags; NO rooms; NO wifi!!! Customer Experience stories of unnecessary EFFORT, STRESS & INEPTITUDE https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789483906377-ESJEEGDS2WKSEYD9Q23P/Harare_International_Ariport.jpg Thought Leadership - NO communication; NO bags; NO rooms; NO wifi!!! Customer Experience stories of unnecessary EFFORT, STRESS & INEPTITUDE - Make it stand out Harare International Airport https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488283109-X9K9XPM3BJU7DV77GYQA/not-my-problem.jpg Thought Leadership - NO communication; NO bags; NO rooms; NO wifi!!! Customer Experience stories of unnecessary EFFORT, STRESS & INEPTITUDE - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488285802-ZJWO3D3JBTE5JXJMIM1K/RBlu-Sandton.jpg Thought Leadership - NO communication; NO bags; NO rooms; NO wifi!!! Customer Experience stories of unnecessary EFFORT, STRESS & INEPTITUDE - Make it stand out Radisson Blu Hotel in Sandton, Johannesburg https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789476365392-WMWWZRH87HDGN8ZRDYD4/RBlu-Guarantee.jpg Thought Leadership - NO communication; NO bags; NO rooms; NO wifi!!! Customer Experience stories of unnecessary EFFORT, STRESS & INEPTITUDE - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2015/09/08/bureaucracy-necessary-evil-or-destroyer-of-employee-customer-experiences monthly 0.5 2026-10-13 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474843065-ZTQC6NLG749TIKW53ITY/bureaucracy.png Thought Leadership - Bureaucracy! Necessary evil or destroyer of employee & customer experiences? https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488283905-6EDOT0315SI1K5M1P1LV/Mary-Barra.jpg Thought Leadership - Bureaucracy! Necessary evil or destroyer of employee & customer experiences? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2015/09/08/why-nps-is-useless-in-the-employee-space-introducing-the-great-people-index-gpi monthly 0.5 2026-10-13 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789476367079-RF0WL5J5GXILKHDJQGCT/csm_GPI-003_49a0642172.jpg Thought Leadership - Why NPS is Useless in the Employee Space: Introducing the Great People Index (GPI) - Make it stand out Figure 2: Distorting influences on eNPS https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488441110-UCQUKERX78WXT6EL6LKJ/Stefan-Blog.jpg Thought Leadership - Why NPS is Useless in the Employee Space: Introducing the Great People Index (GPI) - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488280804-5FREHVS0R0WZ5G525TL6/csm_GPI-004_03dc2f5c1b.jpg Thought Leadership - Why NPS is Useless in the Employee Space: Introducing the Great People Index (GPI) - Make it stand out Figure 4: Examples of KPIs contributing to the GPI https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474845662-ZN91Y2ZFEPPUOY7GA8BF/csm_GPI-006_cb0f874ca2.jpg Thought Leadership - Why NPS is Useless in the Employee Space: Introducing the Great People Index (GPI) - Make it stand out Figure 5: Example of how to calculate the GPI in an organization https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488282096-23EX1RJLW0IG5X2XYK2L/csm_GPI-007_f48e8d43fb.jpg Thought Leadership - Why NPS is Useless in the Employee Space: Introducing the Great People Index (GPI) - Make it stand out Figure 6: Increasing stability of GPI with increasing number of contributing KPIs https://www.ijgolding.com/thought-leadership/2015/09/02/ryanair-always-getting-better-has-the-worlds-largest-international-airline-really-changed monthly 0.5 2026-10-13 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474830268-B4GVSXNBJ10F2044KPBB/Ryanair-plane.jpg Thought Leadership - Ryanair 'always getting better' - has the world's largest international airline really changed? https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488270701-9C9HGCQKETHE3HXA3TSD/ryanair-value-proposotion.jpg Thought Leadership - Ryanair 'always getting better' - has the world's largest international airline really changed? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789483894825-ERCNT9RBM3MQFV26JO49/ryanair-always-getting-better.jpg Thought Leadership - Ryanair 'always getting better' - has the world's largest international airline really changed? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488279504-N17DOITUJ00CV2JZ77Y6/ryanair-counting-money.jpg Thought Leadership - Ryanair 'always getting better' - has the world's largest international airline really changed? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2015/08/25/how-to-turn-a-great-customer-experience-into-a-terrible-one-hammonds-the-fitted-furniture-company monthly 0.5 2026-10-13 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474831064-R8954W3Q463RDU8FLX4R/Hammonds-CX1.png Thought Leadership - How to turn a great customer experience into a terrible one: Hammonds, the fitted furniture company https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488267805-B0UYCTD67PI6B623SSCA/Ciara-Hammonds.png Thought Leadership - How to turn a great customer experience into a terrible one: Hammonds, the fitted furniture company - Make it stand out A very sad and disappointed young lady! https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789476349976-J3Q7A6GDZ3RPX0V74876/Ciara-Headlines.png Thought Leadership - How to turn a great customer experience into a terrible one: Hammonds, the fitted furniture company - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789476349976-J3Q7A6GDZ3RPX0V74876/Ciara-Headlines.png Thought Leadership - How to turn a great customer experience into a terrible one: Hammonds, the fitted furniture company - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488468481-R9KG0AK7OW8SUWC0BVE0/what-customers-want1.png Thought Leadership - How to turn a great customer experience into a terrible one: Hammonds, the fitted furniture company - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488276901-TJGFTRYQMAR2BQ1R5KFB/Hammonds-happy-Ciara.png Thought Leadership - How to turn a great customer experience into a terrible one: Hammonds, the fitted furniture company - Make it stand out A much happier Ciara in front of one of her new wardrobes! https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488276799-VN2IDPBAOKXXL5CUC4C4/Hammonds-apology.jpg Thought Leadership - How to turn a great customer experience into a terrible one: Hammonds, the fitted furniture company - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2015/08/18/just-because-its-legal-does-not-mean-its-right-the-importance-of-openness-transparency-in-customer-experience monthly 0.5 2026-10-13 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474824657-52IPC2FXI7WG8IBZJ3CZ/openness-and-transparency1.png Thought Leadership - Just because its LEGAL, does not mean its RIGHT! The importance of openness & transparency in Customer Experience https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789483891530-RE6QSPVK1RO2OAR8IAJA/boarding-pass1.jpg Thought Leadership - Just because its LEGAL, does not mean its RIGHT! The importance of openness & transparency in Customer Experience - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2015/08/11/customer-experience-failure-in-the-energy-industry-exhibit-1-british-gas monthly 0.5 2026-10-13 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474830360-LB8CR8305GP85K82Y4CP/British-Gas-looking-after-your-world.jpg Thought Leadership - Customer Experience failure in the energy industry - exhibit 1 - British Gas https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789476344489-ROC61BXCXDM0IYNUK87N/British-Gas-Compensation.jpg Thought Leadership - Customer Experience failure in the energy industry - exhibit 1 - British Gas - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488271391-7FTYPGPYXDZEK6P1154T/British-Gas-Final-Bill.png Thought Leadership - Customer Experience failure in the energy industry - exhibit 1 - British Gas - Make it stand out This final confusing bill shows teo errors 1. A ‘Late payment charge’ - 14.00 which was refunded and ‘debt collection administration fee’ - £18.00 which has also consequently refunded but pretty hard to spot! https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789483888726-QSKP6VHC0CPCALR9HNRN/British-Gas-Debt-Recovery.jpg Thought Leadership - Customer Experience failure in the energy industry - exhibit 1 - British Gas - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2015/08/04/the-e-in-easyjet-does-not-stand-for-empathetic-the-real-cost-of-sticking-to-the-rules monthly 0.5 2026-10-14 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488265604-6FY4ZS4G6E95KPN9P0NL/easyJet-boarding-passes.jpg Thought Leadership - 'The 'e' in easyJet does not stand for empathetic' - the real cost of sticking to the rules! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488263104-48STTU4MEM11T4ERUL5R/dubrovnik1.jpg Thought Leadership - 'The 'e' in easyJet does not stand for empathetic' - the real cost of sticking to the rules! - Make it stand out The beautiful city of Dubrovnik https://www.ijgolding.com/thought-leadership/2015/07/13/re-defining-no-re-focusing-your-people-on-the-art-of-the-possible monthly 0.5 2026-10-14 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474821756-XCUHTWBG75JXV9ZZNR9U/ian0615a.png Thought Leadership - Re-defining NO! Re-focusing your people on the art of the possible https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488261998-U58AO772JRQUBAWPWVMR/customer-centricity-heart.png Thought Leadership - Re-defining NO! Re-focusing your people on the art of the possible - Make it stand out Customer Centricity Definition https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488264592-A6G0CKI46BQRXK53609I/ritz-carlton-memories.jpg Thought Leadership - Re-defining NO! Re-focusing your people on the art of the possible - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2015/07/07/the-burning-platform-customer-experience-misjudgment-do-something-about-it-now-before-its-too-late monthly 0.5 2026-10-14 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474822361-XB2OH54PKVWCYUDJ8XNL/burning-platform.png Thought Leadership - The 'burning platform' Customer Experience misjudgment: Do something about it now before it's too late! https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789483887916-9TSBHT6WGLV5GHP6T8CW/kodak-nokia-blockbuster.jpg Thought Leadership - The 'burning platform' Customer Experience misjudgment: Do something about it now before it's too late! - Make it stand out Three enormous organisations who failed to address their ‘burning platforms’ https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488262508-VY0A9LBJTLPUSUP6MR7L/business-decline.png Thought Leadership - The 'burning platform' Customer Experience misjudgment: Do something about it now before it's too late! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2015/07/06/yes-you-can-doing-the-right-thing-for-customers-does-not-have-to-be-difficult-it-is-just-normal monthly 0.5 2026-10-14 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474823656-FKY7VCQXIFR5EKLA91PW/yes-you-can.jpg Thought Leadership - ‘Yes you can!’ – Doing the right thing for customers does not have to be difficult – it is just normal! https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789483886818-7XUZ2XMH72YYQO1Z44S4/difficult-quote.png Thought Leadership - ‘Yes you can!’ – Doing the right thing for customers does not have to be difficult – it is just normal! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488260102-RDYVHGYE46G9A4YY3PK0/Christian-Trousedale.jpg Thought Leadership - ‘Yes you can!’ – Doing the right thing for customers does not have to be difficult – it is just normal! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2015/07/01/the-wonderful-sound-of-customer-experience-tales-from-south-africa monthly 0.5 2026-10-14 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474814471-1RE2ZUAP7E8VCOZLJ5XY/South-Africa.png Thought Leadership - The wonderful sound of Customer Experience: Tales from South Africa https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789483882026-9OMFD6V71TPLFIPSMAW6/South-Africa-Welcome.jpg Thought Leadership - The wonderful sound of Customer Experience: Tales from South Africa - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488259901-QTU7C2Q4WMNUJZ629WEP/takealot.com-headline-image.jpg Thought Leadership - The wonderful sound of Customer Experience: Tales from South Africa - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488264451-87OTKEGNTLWUJ354NGD2/takealot-journey.jpg Thought Leadership - The wonderful sound of Customer Experience: Tales from South Africa - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488264551-KXY1XLHWQR2SP43EK9PW/woolworths.jpg Thought Leadership - The wonderful sound of Customer Experience: Tales from South Africa - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488269803-CVN8N6OCXKCRUWBRO4L9/1-focus-rooms-sunninghill.jpg Thought Leadership - The wonderful sound of Customer Experience: Tales from South Africa - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488258706-RP0YW3IM6IWHH1H2Q0R1/cellc.jpg Thought Leadership - The wonderful sound of Customer Experience: Tales from South Africa - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2015/06/22/lessons-in-authentic-leadership-from-ao-com-its-not-first-time-resolution-its-personal-resolution monthly 0.5 2026-10-14 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474810961-14QKJX5XUTL8AY5GI98G/lessons-in-authentic-leadership.png Thought Leadership - Lessons in authentic leadership from ao.com: It's not First Time Resolution - it's Personal Resolution! https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488257997-LR728R7QNSMPVQCICN7L/John_Roberts_320px.jpg Thought Leadership - Lessons in authentic leadership from ao.com: It's not First Time Resolution - it's Personal Resolution! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488256902-S1J2L433OFGDY0H4RSZB/ao-com-letter.jpeg.png Thought Leadership - Lessons in authentic leadership from ao.com: It's not First Time Resolution - it's Personal Resolution! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2015/06/15/never-rest-on-your-laurels-or-your-brand-name-how-the-waldorf-astoria-can-serve-as-a-lesson-to-all monthly 0.5 2026-10-14 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488258997-8LZIQ1LTESAVRM2YHQG0/waldorf-astoria.png Thought Leadership - Never rest on your laurels (or your brand name)! How the Waldorf Astoria can serve as a lesson to all! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488258988-1QIMPBR73FGOY9QZ8Z4V/waldorf_astoria_hotel.jpg Thought Leadership - Never rest on your laurels (or your brand name)! How the Waldorf Astoria can serve as a lesson to all! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789483880692-O45RCZ9URQ6BZVA52EM2/wa-locks.png Thought Leadership - Never rest on your laurels (or your brand name)! How the Waldorf Astoria can serve as a lesson to all! - Make it stand out The video starts with a less than impressive looking door… https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488254597-8DFRCF9ZU7O6Y4YGUJCU/wa-windows.png Thought Leadership - Never rest on your laurels (or your brand name)! How the Waldorf Astoria can serve as a lesson to all! - Make it stand out …in a room with filthy windows… https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488253006-MBIF2B4DD35L72E4YE7C/wa-fruit.png Thought Leadership - Never rest on your laurels (or your brand name)! How the Waldorf Astoria can serve as a lesson to all! - Make it stand out …and carpet that had clearly not been cleaned properly! https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488259696-IJKQWF864GJ7COJ4EURL/wa-wardrobe.png Thought Leadership - Never rest on your laurels (or your brand name)! How the Waldorf Astoria can serve as a lesson to all! - Make it stand out ‘Modern’ wardrobes!! https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488255599-9UVN9T303GAVEXBHDBP0/wa-dust.png Thought Leadership - Never rest on your laurels (or your brand name)! How the Waldorf Astoria can serve as a lesson to all! - Make it stand out Filthy windowsills! https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488253607-U8ZAQW79ENNT0EUE7GOJ/wa-mirror.png Thought Leadership - Never rest on your laurels (or your brand name)! How the Waldorf Astoria can serve as a lesson to all! - Make it stand out The dirt theme continues on the bathroom mirror… https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488256197-A6NZ1WGIPU2XYIZMF9YQ/wa-shower.png Thought Leadership - Never rest on your laurels (or your brand name)! How the Waldorf Astoria can serve as a lesson to all! - Make it stand out …and a really quite revolting shower wall! https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789476334584-VO52IUO5RWYSB8MCQJAK/wa-internet.png Thought Leadership - Never rest on your laurels (or your brand name)! How the Waldorf Astoria can serve as a lesson to all! - Make it stand out Although the ‘dirt’ is included in the price of the room, WIFI is just a ‘little’ extra!! https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789483879629-S9561LKVY1F5DTFVRUDY/wa-close.png Thought Leadership - Never rest on your laurels (or your brand name)! How the Waldorf Astoria can serve as a lesson to all! - Make it stand out The video’s creator a very clear message… https://www.ijgolding.com/thought-leadership/2015/06/09/transformational-leadership-the-key-to-unlocking-the-competencies-of-customer-experience-professionals monthly 0.5 2026-10-14 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474812765-37M8P51VLYET5RBJ6Y9D/transformational-leadership.png Thought Leadership - Transformational Leadership - the key to unlocking the competencies of Customer Experience Professionals https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789476326982-BD1FBM19CXGGR8VVPP3Q/belief.jpg Thought Leadership - Transformational Leadership - the key to unlocking the competencies of Customer Experience Professionals - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488380197-TBKJHH04M5MS8UVL8SRA/ccxp-logo.jpg Thought Leadership - Transformational Leadership - the key to unlocking the competencies of Customer Experience Professionals - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2015/05/25/voice-of-the-customer-its-time-for-a-global-customer-experience-wakeup-call monthly 0.5 2026-10-14 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488254997-ZE38TYEZQKLWZ9AXLGOW/SDL-Research.png Thought Leadership - Voice of the Customer: It’s Time for a Global Customer Experience Wakeup Call - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488247405-W4M8Z8T87SBY5T68WR49/SDL1.png Thought Leadership - Voice of the Customer: It’s Time for a Global Customer Experience Wakeup Call - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488254305-ULY7DRAQ7REZWQO31PS6/SDL2.png Thought Leadership - Voice of the Customer: It’s Time for a Global Customer Experience Wakeup Call - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789476324689-33JVJ2CTN8946V012LYO/SDL3.png Thought Leadership - Voice of the Customer: It’s Time for a Global Customer Experience Wakeup Call - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488254787-RPZ7ANQFTAAIQHMKBE5T/SDL4.png Thought Leadership - Voice of the Customer: It’s Time for a Global Customer Experience Wakeup Call - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488250710-MR2D0MRUAWKM46CT388G/SDL5.png Thought Leadership - Voice of the Customer: It’s Time for a Global Customer Experience Wakeup Call - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488255600-6B61LV668GL9JO8TNZEU/SDL6.png Thought Leadership - Voice of the Customer: It’s Time for a Global Customer Experience Wakeup Call - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488252501-6DQ09E97O07LKFNK5EKF/SDL7.png Thought Leadership - Voice of the Customer: It’s Time for a Global Customer Experience Wakeup Call - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488249600-KTXTJDEW22643U1MKXO9/SDL8.png Thought Leadership - Voice of the Customer: It’s Time for a Global Customer Experience Wakeup Call - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789476325788-OQS6X3ZQNK06039R9JO2/SDL9.png Thought Leadership - Voice of the Customer: It’s Time for a Global Customer Experience Wakeup Call - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488249900-QS2OP8EXW4UXF3M27SKR/SDL_logo_2014_Tridion_size_368x244-01_tcm10-49224_w368.jpg Thought Leadership - Voice of the Customer: It’s Time for a Global Customer Experience Wakeup Call - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2015/05/20/enterprise-rent-a-car-how-to-turn-a-promoter-into-a-detractor-in-123 monthly 0.5 2026-10-14 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789476319785-D2EYF3SDXYQCS67OPTWZ/Enterprise-promoter-to-detractor.png Thought Leadership - Enterprise-Rent-a-Car: How to turn a 'promoter' into a 'detractor' in 1,2,3! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488467675-K5664U795MMIY23XCPH4/Enterprise-Book.jpg Thought Leadership - Enterprise-Rent-a-Car: How to turn a 'promoter' into a 'detractor' in 1,2,3! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488247094-2DXQ0Q4M76EBWTCNXV8G/recall.jpg Thought Leadership - Enterprise-Rent-a-Car: How to turn a 'promoter' into a 'detractor' in 1,2,3! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488251593-12IWPRL91RNFVAF6KG7M/flat-tyre.jpg Thought Leadership - Enterprise-Rent-a-Car: How to turn a 'promoter' into a 'detractor' in 1,2,3! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2015/05/15/customer-strategy-the-missing-connection-in-customer-experience monthly 0.5 2026-10-14 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488245496-F68MKOYD3G6BEC2S6TB3/Business-Purpose.png Thought Leadership - Customer Strategy - the missing connection in Customer Experience - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488243404-JI1XUFOUIIM350VKPJ3W/purpose.jpg Thought Leadership - Customer Strategy - the missing connection in Customer Experience - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488246100-6F9XA7TG3UCA5IGHDDW7/connections.jpg Thought Leadership - Customer Strategy - the missing connection in Customer Experience - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2015/05/07/thrivers-survivors-and-nose-divers-how-to-help-people-believe-in-transforming-your-customer-experience monthly 0.5 2026-10-14 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789476318190-D0RQRQNFQUXXM2S2Z7UZ/Thrivers-Survivors-Nose-Divers.png Thought Leadership - Thrivers, Survivors and Nose-Divers! How to help people BELIEVE in transforming your Customer Experience? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488248614-PWMT2DM9G23VBGQ1B9Q3/Earl-Lynch.png Thought Leadership - Thrivers, Survivors and Nose-Divers! How to help people BELIEVE in transforming your Customer Experience? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488245301-ML75HYOHT78ZUKKE4VHH/Thrivers.png Thought Leadership - Thrivers, Survivors and Nose-Divers! How to help people BELIEVE in transforming your Customer Experience? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488244004-6EWHJG3ISX9VJL2AIU4R/Nose-Divers.png Thought Leadership - Thrivers, Survivors and Nose-Divers! How to help people BELIEVE in transforming your Customer Experience? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488245398-T9DDJVEPUC7HUQPLCSDN/Survivors.png Thought Leadership - Thrivers, Survivors and Nose-Divers! How to help people BELIEVE in transforming your Customer Experience? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2015/04/29/ignorance-disbelief-and-failure-lessons-in-how-not-to-lead-from-the-orient-leyton-orient monthly 0.5 2026-10-14 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488240205-U4EIE0QX4UNQRICWPT26/Broken-Orient.png Thought Leadership - Ignorance, Disbelief and Failure - lessons in how NOT to lead from the Orient - Leyton Orient!! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488247093-X9UXIJZF44OD3ROR4WKX/martin-ling.jpg Thought Leadership - Ignorance, Disbelief and Failure - lessons in how NOT to lead from the Orient - Leyton Orient!! - Make it stand out Martin Ling celebrates Orient’s promotion to League 1 in 2006 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488241409-I5WNHT7PTM03XYUHBRDO/bechetti-and-hearn.jpg Thought Leadership - Ignorance, Disbelief and Failure - lessons in how NOT to lead from the Orient - Leyton Orient!! - Make it stand out Benefactor or Destroyer? Barry Hearn introducing Francesco Bechetti as the new owner of Leyton Orient https://www.ijgolding.com/thought-leadership/2015/04/22/talking-is-easy-starting-is-harder-but-sustaining-is-the-hardest-customer-experience-challenge-of-all monthly 0.5 2026-10-14 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474793358-PXSQQTZ0MIVWWN8TLR29/Screenshot-2015-04-27-13.11.34.png Thought Leadership - TALKING is easy. STARTING is harder..... but SUSTAINING is the hardest Customer Experience challenge of all! https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488242294-AEDEOKYHN4KB11KAA1RF/talk.png Thought Leadership - TALKING is easy. STARTING is harder..... but SUSTAINING is the hardest Customer Experience challenge of all! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789476316970-2ONR1G3TQ4U0X99MO9Z5/start-cx.png Thought Leadership - TALKING is easy. STARTING is harder..... but SUSTAINING is the hardest Customer Experience challenge of all! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488240097-F4XLBK4X9BFA1B1YWP4R/sustain-cx.png Thought Leadership - TALKING is easy. STARTING is harder..... but SUSTAINING is the hardest Customer Experience challenge of all! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2015/04/15/the-customer-feedback-experience-an-experience-not-to-be-taken-for-granted monthly 0.5 2026-10-14 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474792658-RKWHA90FA5VHSWJ3MJB1/taking-customer-feedback-for-granted.png Thought Leadership - The customer feedback experience - an experience not to be taken for granted! https://www.ijgolding.com/thought-leadership/2015/04/01/customers-employees-people-people-business-why-business-is-all-about-people monthly 0.5 2026-10-14 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474789879-YDGL89WB0N8GVX2X71YL/customers-employees-people.png Thought Leadership - Customers + Employees = People. People = Business. Why Business is all about People https://www.ijgolding.com/thought-leadership/2015/03/24/what-makes-the-the-worlds-1-customer-experience-brands monthly 0.5 2026-10-14 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474793545-YMNRJWP4Z94GTXKI6B9I/1-cx-brands.png Thought Leadership - What makes the the worlds #1 Customer Experience brands? https://www.ijgolding.com/thought-leadership/2015/03/17/shopper-centricity-re-designing-the-high-street-store-customer-experience monthly 0.5 2026-10-14 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488076451-58S67H7QOP36WN5LZ0J5/shooper-centricity.png Thought Leadership - Shopper Centricity: re-designing the high street store customer experience - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2015/03/11/two-steps-forwards-five-steps-back-no-one-said-transforming-the-customer-experience-is-easy monthly 0.5 2026-10-14 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488225753-WU3N3TLFDR7KQTSMFM8C/bang-head-here.png Thought Leadership - Two steps forwards, five steps back: No-one said transforming the Customer Experience is easy! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488073654-K6YD0OZIMNOTR01QHKL6/emotions-of-a-cxp.png Thought Leadership - Two steps forwards, five steps back: No-one said transforming the Customer Experience is easy! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2015/03/04/the-customer-is-not-always-right-but-be-careful-how-you-respond-when-you-think-they-are-not monthly 0.5 2026-10-14 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789483897916-JPU6G74BHTWYVR8EJNW8/47-king-street-west.jpg Thought Leadership - The customer is not always right.....BUT be careful how you respond when you think they are not! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488071955-OAXZF29AJ80RZS3B9KQ4/47-king-street-west1-jpg.png Thought Leadership - The customer is not always right.....BUT be careful how you respond when you think they are not! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488071447-BK2TZKD2CJG70FF20Q4C/47-king-street-west2-jpg.png Thought Leadership - The customer is not always right.....BUT be careful how you respond when you think they are not! - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2015/02/25/the-epic-failings-of-emirates-are-brands-really-trying-hard-enough-when-it-comes-to-customer-experience monthly 0.5 2026-10-14 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488229951-32UXCPY1H9VETVP9UUTC/emirates-epic-failures.png Thought Leadership - The epic failings of Emirates: are brands really trying hard enough when it comes to Customer Experience? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488051121-01MXQ280H345WAEXHFWU/emirates-lost-case.jpg Thought Leadership - The epic failings of Emirates: are brands really trying hard enough when it comes to Customer Experience? - Make it stand out Reunited with my bag! https://www.ijgolding.com/thought-leadership/2015/02/17/opinion-or-reality-does-customer-experience-really-make-a-difference monthly 0.5 2026-10-14 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474777857-QWY3WGCMQKC423MDZXU4/cx-opinion-or-reality.png Thought Leadership - Opinion or Reality? Does Customer Experience really make a difference? https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488050917-JZ7WVA9NSEFXF7GCZW4K/jc-penney-apology.jpg Thought Leadership - Opinion or Reality? Does Customer Experience really make a difference? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2015/02/11/leveraging-the-soft-and-fluffy-how-important-are-soft-skills-in-delivering-customer-experiences monthly 0.5 2026-10-14 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488432698-QQZ68J020H9LSX6TZ62V/Fluffy-Dog.jpg Thought Leadership - Leveraging the soft and fluffy: how important are soft skills in delivering Customer Experiences? - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488050739-13UICMFAS0L3A9QP4NFP/cxpa-uk-mie-jack-upton.jpg Thought Leadership - Leveraging the soft and fluffy: how important are soft skills in delivering Customer Experiences? - Make it stand out Jack Upton addressing the CXPA UK Members Insight Exchange https://www.ijgolding.com/thought-leadership/2015/02/04/making-life-difficult-for-customers-makes-no-sense-at-all-case-studies-from-marriot-hotels-and-debenhams monthly 0.5 2026-10-14 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488234050-0L31BAZLASBV38LNSWOP/making-life-difficult.png Thought Leadership - Making life difficult for customers makes no sense at all! Case studies from Marriot Hotels and Debenhams - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488050020-C9R9TF0Q0G7I6V2DKLEI/marriott-logo.jpg Thought Leadership - Making life difficult for customers makes no sense at all! Case studies from Marriot Hotels and Debenhams - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789488050319-UMHHX2THHVTLXYNNV7Q3/debenhams-receipt.jpg Thought Leadership - Making life difficult for customers makes no sense at all! Case studies from Marriot Hotels and Debenhams - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://www.ijgolding.com/thought-leadership/2015/01/26/earning-authority-as-a-customer-experience-professional-the-importance-of-professional-development monthly 0.5 2026-09-15 https://static1.squarespace.com/static/6a86db65ca4661399dac8b0b/t/6aa93320a714ef49081a4fac/1789473568204/cxp1.png Thought Leadership - Earning authority as a Customer Experience Professional - the importance of professional development https://www.ijgolding.com/thought-leadership/2015/01/14/falling-out-of-love-with-john-lewis-even-the-best-find-it-tough-to-deliver-consistently-good-customer-experiences monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474776556-ETVIUSQMPSKZJB9ANLTT/jl-falling.png Thought Leadership - Falling out of love with John Lewis - even the best find it tough to deliver consistently good customer experiences https://www.ijgolding.com/thought-leadership/2015/01/05/dare-to-be-different-the-dignity-in-diversity-of-customer-experience monthly 0.5 2026-10-01 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474778361-WTI99Y9PEHPXQCWSEG6M/dare-to-be-different.png Thought Leadership - Dare to be Different - The 'Dignity in Diversity' of Customer Experience https://www.ijgolding.com/thought-leadership/2014/12/30/sweeping-the-steps-of-customer-experience-in-2014-out-with-the-old-and-in-with-the-new-for-2015 monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474780748-ZM66DF4GGASWH4T0GJBN/sweeping-the-steps.jpg Thought Leadership - 'Sweeping the steps of Customer Experience in 2014' - out with the old and in with the new for 2015 https://www.ijgolding.com/thought-leadership/2014/12/22/loyalty-schemes-do-they-really-work monthly 0.5 2026-10-01 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474778758-S7LU00SCSJB6N26KUPLV/loyalty-cards.png Thought Leadership - Loyalty Schemes: do they really work? https://www.ijgolding.com/thought-leadership/2014/12/17/what-happens-if-your-company-overreacts-your-customers-exert-unnecessary-effort monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474779162-Z4R6PXN169HW1KMTNZWV/overreaction.jpg Thought Leadership - What happens if your company overreacts? Your customers exert unnecessary effort! https://www.ijgolding.com/thought-leadership/2014/12/09/happy-birthday-mr-glodnig-how-not-to-create-a-good-impression-with-customers monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474783068-CWKS54R5UC332C5F3S6O/mr-glodnig.png Thought Leadership - 'Happy Birthday Mr Glodnig'!! How NOT to create a good impression with customers! https://www.ijgolding.com/thought-leadership/2014/12/03/customer-experience-does-not-apply-to-us-were-different-is-it-possible-to-be-a-genuinely-customer-centric-law-firm monthly 0.5 2026-09-15 https://static1.squarespace.com/static/6a86db65ca4661399dac8b0b/t/6aa93320a714ef49081a4fc1/1789473568309/0-law.png Thought Leadership - Customer experience does not apply to us – ‘we’re different’! Is it possible to be a genuinely ‘customer centric’ law firm? https://www.ijgolding.com/thought-leadership/2014/11/28/who-will-be-the-next-united-breaks-guitars-dont-let-it-be-you monthly 0.5 2026-10-01 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474783156-S2SXPPX813JCS7R1UYEN/0-united.jpg Thought Leadership - Who will be the next 'United Breaks Guitars'? Don't let it be you! https://www.ijgolding.com/thought-leadership/2014/11/25/the-big-wi-fi-conundrum-a-way-to-make-money-or-a-way-to-give-customers-what-they-need monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474783060-2PK3BTTHD6DMZ57LIOM9/0-free-wifi.png Thought Leadership - The big 'Wi-Fi' conundrum: a way to make money or a way to give customers what they need? https://www.ijgolding.com/thought-leadership/2014/11/18/explaining-the-power-of-customer-expectation-stories-of-splashing-sinks-free-tea-and-broken-curtains monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474787750-MW9WQ71ELIVNLY6ZIX7N/0-expectation.png Thought Leadership - Explaining the power of customer expectation: stories of splashing sinks, free tea and broken curtains! https://www.ijgolding.com/thought-leadership/2014/11/13/ryanair-the-brand-we-can-now-learn-to-love monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474787854-EKZ1QZ2A6CMNLZBN5EBD/0-michael-oleary.png Thought Leadership - Ryanair - the brand we can now learn to love https://www.ijgolding.com/thought-leadership/2014/11/10/what-is-wrong-with-virgin-media-a-story-of-pain-frustration-and-dreadful-customer-experience monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474784662-8RLMD97Y1H7PB23KYO39/0-virgin-media.png Thought Leadership - What is wrong with Virgin Media? a story of pain, frustration and dreadful Customer Experience https://www.ijgolding.com/thought-leadership/2014/11/04/a-circle-unending-complete-and-unbroken-the-customer-experience-wedding-ring monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474781764-RRLPS3KN6PXFG8SBYMIL/0-wedding-ring.png Thought Leadership - A circle unending complete and unbroken: the Customer Experience 'wedding ring' https://www.ijgolding.com/thought-leadership/2014/10/31/1914-vs-2014-when-was-the-best-time-to-be-a-customer monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474782069-LMM0Y4OR8BTWRO3FOJG8/0-1914-v-2014.png Thought Leadership - 1914 Vs 2014: When was the best time to be a customer? https://www.ijgolding.com/thought-leadership/2014/10/24/shareholder-or-customer-first-the-difference-between-tesco-and-amazon monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474784552-20I5LWX5AZTKQFIRYY2C/0-amazon-v-tesco.png Thought Leadership - Shareholder or Customer First? The difference between Tesco and Amazon https://www.ijgolding.com/thought-leadership/2014/10/21/customer-excellence-is-here-its-just-not-very-evenly-distributed-yet-the-nunwood-2014-uk-customer-experience-excellence-report monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474784760-ZSC0MYXE2MN2DCQEF1JR/0-nunwood-2014-6-pillars-of-excellence-simple.png Thought Leadership - 'Customer excellence is here: it’s just not very evenly distributed yet'. The Nunwood 2014 UK Customer Experience Excellence Report https://www.ijgolding.com/thought-leadership/2014/10/16/customer-effort-its-real-meaning-through-real-stories-vauxhall-might-want-to-read-this monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474789148-WGTH4O3NTILJLW5A9RWJ/0-customer-effort.png Thought Leadership - Customer Effort - it's real meaning through real stories (Vauxhall might want to read this!) https://www.ijgolding.com/thought-leadership/2014/10/06/the-secret-diary-of-a-customer-experience-professional-aged-41-34 monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474786161-4N5H541MEE8IUQGO5K29/0-cx-day1.png Thought Leadership - The secret diary of a Customer Experience Professional (aged 41 & 3/4) https://www.ijgolding.com/thought-leadership/2014/09/30/belief-growth-and-sustainability-my-perspective-on-the-2014-uk-customer-experience-awards monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474783160-8CZ2N2CKV2MTB4D3X8O6/0-ukcxa-welcome1.png Thought Leadership - Belief, Growth and Sustainability - my perspective on the 2014 UK Customer Experience Awards https://www.ijgolding.com/thought-leadership/2014/09/19/customer-empathy-ignore-it-at-your-peril monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474785859-0XEZHNMZ3YTN338OU9DQ/0-empathy1.jpg Thought Leadership - Customer Empathy - ignore it at your peril! https://www.ijgolding.com/thought-leadership/2014/09/08/the-magic-of-disney-now-thats-what-i-call-a-customer-experience monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474783859-PR4GWG3Y5GX926VPM4V6/0-lorna-hann1.jpg Thought Leadership - The magic of Disney - now that's what I call a Customer Experience! https://www.ijgolding.com/thought-leadership/2014/09/01/the-simplicity-of-a-smile-its-great-for-you-and-your-customers monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474786259-DZ6NI8QFA7SXVLQJ3HK1/0-smiles11.jpg Thought Leadership - The simplicity of a smile - it's great for you and your customers! https://www.ijgolding.com/thought-leadership/2014/08/20/thank-you-the-two-most-important-customer-experience-words-of-all monthly 0.5 2026-09-15 https://static1.squarespace.com/static/6a86db65ca4661399dac8b0b/t/6aa9331fa714ef49081a4f5a/1789473567586/0-thank-you1.jpg Thought Leadership - 'Thank You'! The two most important 'Customer Experience' words of all https://www.ijgolding.com/thought-leadership/2014/08/14/more-than-just-the-product-the-evolution-from-product-centric-to-customer-centric monthly 0.5 2026-09-15 https://www.ijgolding.com/thought-leadership/2014/08/01/without-customers-you-would-not-exist-an-open-letter-to-all-ceos-on-behalf-of-customers-everywhere monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474606458-LOU0ZWBG45G2FCT1D0PZ/0-ceo-letter.png Thought Leadership - 'Without customers you would not exist' - an open letter to all CEOs on behalf of customers everywhere https://www.ijgolding.com/thought-leadership/2014/07/29/the-gift-that-is-customer-feedback-how-not-to-accept-it-by-southwest-airlines-easyjet monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474607061-09U1F8VOZBE0Q4Z7DAM2/0-southwest-easyjet.png Thought Leadership - The gift that is Customer Feedback. How not to accept it by Southwest Airlines & Easyjet https://www.ijgolding.com/thought-leadership/2014/07/24/money-makes-the-world-go-aroundno-it-doesnt-people-do monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474604669-4W5BNX78GNGPA0720CP7/0-people-make-the-world-go-round.jpg Thought Leadership - Money Makes the World Go Around…No It Doesn’t – People Do! https://www.ijgolding.com/thought-leadership/2014/07/22/the-bursting-of-the-tesco-bubble-when-it-comes-to-customer-experience-bigger-does-not-necessarily-mean-better monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474604365-SNRDT35ML9Z0SSCMVPUW/0-tesco-bubble.png Thought Leadership - The bursting of the Tesco bubble. When it comes to Customer Experience, bigger does not necessarily mean better! https://www.ijgolding.com/thought-leadership/2014/07/15/acknowledge-apologise-address-the-3-as-of-dealing-with-mistakes monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474603469-AFD4VQAIQAQFNWCNDIUD/0-mistakes.jpg Thought Leadership - Acknowledge, Apologise, Address - the 3 A's of dealing with mistakes! https://www.ijgolding.com/thought-leadership/2014/07/03/missed-opportunities-and-the-not-my-job-attitude-how-customer-experience-can-go-very-wrong monthly 0.5 2026-10-01 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474603066-U4CT95ISBX7W0ODL2X3I/0-currys.jpg Thought Leadership - Missed opportunities and the ‘not my job’ attitude – how Customer Experience can go very wrong https://www.ijgolding.com/thought-leadership/2014/07/01/our-policy-says-why-sticking-to-the-rules-can-lose-you-customers monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474600660-83PZR4NJYXHBSBWLJMBA/0-broken-chain.jpg Thought Leadership - Our policy says... - Why sticking to the rules can lose you customers https://www.ijgolding.com/thought-leadership/2014/06/26/the-net-promoter-score-no-no-do-not-use-nps-if-it-makes-no-sense-to-do-so monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474600358-VJD0OU7STYH9BB210BCU/0-nps-no.png Thought Leadership - The Net Promoter Score No No - Do not use NPS if it makes no sense to do so https://www.ijgolding.com/thought-leadership/2014/06/20/pride-passion-and-process-three-components-that-drive-mcdonalds monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474608363-JKJJKRMEYI4M5U7Y3UI1/0-mcdonalds-abdullah-stephen.jpg Thought Leadership - Pride, passion and process - three components that drive McDonald's https://www.ijgolding.com/thought-leadership/2014/06/16/dont-be-afraid-to-talk-to-customers-my-number-1-customer-experience-leadership-tip monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474600063-ANZFQAAKDDSUV5VMAURI/0-looking-through-fingers.jpg Thought Leadership - Don't be afraid to talk to customers! My number 1 Customer Experience leadership tip! https://www.ijgolding.com/thought-leadership/2014/06/10/customer-experience-is-dead-the-case-for-the-defence-no-its-not monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474601668-A97CL04GH3R8BJ0URDMJ/0-cx-angel.png Thought Leadership - Customer Experience is Dead - The case for the defence (no it's not!) https://www.ijgolding.com/thought-leadership/2014/06/04/i-hate-that-roundabout-how-a-road-junction-can-act-as-an-analogy-for-a-bad-customer-experience monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474603561-GDHHGI4RJ9HESBKMLCWU/0-hangar-lane.jpg Thought Leadership - I hate that roundabout! – How a road junction can act as an analogy for a bad customer experience https://www.ijgolding.com/thought-leadership/2014/05/30/customer-experience-is-dead-the-case-for-the-prosecution monthly 0.5 2026-10-01 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474603287-TJ5F47LBT2HVSGZODBPX/0-cx-dead.png Thought Leadership - Customer Experience is Dead - the case for the prosecution! https://www.ijgolding.com/thought-leadership/2014/05/21/desire-character-togetherness-lessons-in-leadership-from-the-orient-leyton-orient monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474602964-DGQTSHPC0WSO8F6I40QZ/0-leyton-orient2.jpg Thought Leadership - Desire, Character & Togetherness - Lessons in leadership from the Orient – Leyton Orient! https://www.ijgolding.com/thought-leadership/2014/05/08/mcdonalds-and-the-100-year-old-woman-a-story-of-customer-empathy-kindness-caring monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474598960-HT9P0DTESSJL9U9CN6Z6/0-grandma-golding.jpg Thought Leadership - McDonalds and the 100 year old woman - a story of customer empathy, kindness & caring https://www.ijgolding.com/thought-leadership/2014/04/29/john-lewiss-greatest-challenge-the-omni-channel-customer-experience monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474604905-ZOOZI7NP73CDNWBE3WR4/0-john-lewis.png Thought Leadership - John Lewis's greatest challenge - the omni channel customer experience! https://www.ijgolding.com/thought-leadership/2014/04/11/common-sense-the-not-so-magic-customer-experience-ingredient monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474597367-F82OQDXWMBL9ESJL0YHU/0-common-sense.png Thought Leadership - Common Sense - the not so magic 'customer experience' ingredient https://www.ijgolding.com/thought-leadership/2014/04/01/i-just-want-to-charge-my-phone-innovation-is-critical-in-continually-improving-the-customer-experience monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474598369-2KLCMK0PDGDAGMNVIN7F/0-qiconnect.jpg Thought Leadership - I just want to charge my phone!! Innovation is critical in continually improving the customer experience https://www.ijgolding.com/thought-leadership/2014/03/25/verified-by-visa-security-or-stupidity-are-we-unintentionally-making-customer-experiences-too-inaccessible monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474600369-XHAI00YGR42U0YOGZU5R/0-verified-by-visa.jpg Thought Leadership - Verified by Visa - security or stupidity? Are we unintentionally making customer experiences too inaccessible? https://www.ijgolding.com/thought-leadership/2014/03/17/guilty-before-proven-innocent-how-not-to-treat-your-loyal-customers monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474596367-9EEBZIW0B29G7IKE6653/0-amy-kewell.jpg Thought Leadership - Guilty before proven innocent - how not to treat your loyal customers https://www.ijgolding.com/thought-leadership/2014/03/15/white-paper-designing-improving-the-customer-experience-in-financial-services monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474598558-K7BM8514QUKY5K8NDJ4U/0-whiepaper.png Thought Leadership - White Paper - Designing & Improving the Customer Experience in Financial Services https://www.ijgolding.com/thought-leadership/2014/03/10/was-everything-ok-with-your-stay-sir-why-welcoming-all-types-of-customer-feedback-is-so-important monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474599659-MPBN82MTI79KTTCK0EI3/0-is-everything-ok.jpg Thought Leadership - Was everything ok with your stay sir? Why welcoming all types of customer feedback is so important https://www.ijgolding.com/thought-leadership/2014/03/03/ceo-chief-executive-officer-or-chief-experience-officer monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474596167-YTAYL9D15S4DEHVGU250/0-ceo.jpg Thought Leadership - CEO - Chief Executive Officer or Chief Experience Officer? https://www.ijgolding.com/thought-leadership/2014/02/26/customers-colleagues-shareholders-which-one-should-your-business-put-first monthly 0.5 2026-10-01 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474597462-5EQUMMOPNRRWILQH7MLG/0-ccc1.png Thought Leadership - Customers; Colleagues; Shareholders. Which one should your business put first? https://www.ijgolding.com/thought-leadership/2014/02/17/the-lost-suitcase-and-a-grumpy-old-man-a-story-about-employee-engagment monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474595070-7SOK8QGW5NPWTPPIUHMT/0-grumpy-old-man.jpg Thought Leadership - 'The lost suitcase and a grumpy old man' - a story about employee engagment https://www.ijgolding.com/thought-leadership/2014/02/12/excuses-excuses-why-justifying-and-defending-are-two-customer-experience-cardinal-sins monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474594169-AX8EGOP0J1Y3W377E5G5/0-excuses.png Thought Leadership - Excuses, excuses - why justifying and defending are customer experience cardinal sins! https://www.ijgolding.com/thought-leadership/2014/02/06/london-underground-the-case-study-for-business-transformation monthly 0.5 2026-10-01 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474594861-G39QZVCHF1VP0QBP3TO4/0-london-underground.jpg Thought Leadership - London Underground - the case study for business transformation https://www.ijgolding.com/thought-leadership/2014/02/05/wake-up-do-stuff-go-to-bed-wake-up-again-understanding-the-true-end-to-end-customer-journey monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474594663-14J0KIE80CCNFGAWY2GI/0-real-e2e-customer-journey1.png Thought Leadership - Wake up, do stuff, go to bed, wake up again - understanding the true 'end to end' customer journey https://www.ijgolding.com/thought-leadership/2014/01/28/do-you-love-aldi-what-other-brands-could-learn-from-the-aldi-experience monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474592267-ON9NIKSESR2KW41285U1/0-aldi.jpg Thought Leadership - Do you love Aldi? What other brands could learn from the Aldi experience https://www.ijgolding.com/thought-leadership/2014/01/20/are-you-a-leader-of-a-follower-why-customer-experience-needs-good-strong-leadership monthly 0.5 2026-10-01 https://static1.squarespace.com/static/6a86db65ca4661399dac8b0b/t/6aa9331ea714ef49081a4e60/1789473566502/0-leadership.jpg Thought Leadership - Are you a Leader of a Follower? Why customer experience needs good, strong leadership https://www.ijgolding.com/thought-leadership/2014/01/07/park-slope-food-co-op-is-the-best-customer-experience-one-you-create-yourself monthly 0.5 2026-10-01 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474591077-2PEWNCBKYNF9XPFHUA9V/0-park-slope.png Thought Leadership - Park Slope Food Co-Op - Is the best customer experience one you create yourself? https://www.ijgolding.com/thought-leadership/2013/12/17/could-you-care-less-why-caring-is-essential-if-you-want-to-deliver-great-customer-experiences monthly 0.5 2026-10-01 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474592976-MZH5ZGDWZEW15OIG0PPM/0-care.png Thought Leadership - 'Could you care less?' Why 'caring' is essential if you want to deliver great customer experiences https://www.ijgolding.com/thought-leadership/2013/12/05/customer-experience-is-for-life-not-just-for-christmas monthly 0.5 2026-10-01 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474870280-67C01TDLFP9QJ3A0ZM6R/CX-is-for-life.png Thought Leadership - Customer experience is for life, not just for Christmas! https://www.ijgolding.com/thought-leadership/2013/11/29/recommend-tweet-do-customers-really-do-it monthly 0.5 2026-10-01 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474652170-MOP0RF2Y22VZPUTR9VGR/0-dilbert1.png Thought Leadership - Recommend? Tweet? Do customers really do it? https://www.ijgolding.com/thought-leadership/2013/11/19/what-irritates-customers-most-the-top-five-irritations-revealed monthly 0.5 2026-10-01 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474596954-U95FSZDKXZD7RBXZUAKG/0-irritants.png Thought Leadership - What irritates customers most? The top five irritations revealed! https://www.ijgolding.com/thought-leadership/2013/11/14/customer-promises-a-great-thing-if-you-really-mean-it monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474658068-S53Z1NWBM9WX68MKYP06/0-sse-letter1.jpg Thought Leadership - Customer Promises - a great thing...if you really mean it! https://www.ijgolding.com/thought-leadership/2013/11/06/what-do-customers-really-want-the-top-five-most-important-things-revealed monthly 0.5 2026-10-01 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474590303-K01YJI4IPMV7IVHLKY8U/0-what-customers-want-graphic.png Thought Leadership - What do customers really want? The top five most important things revealed https://www.ijgolding.com/thought-leadership/2013/11/01/serve-every-customer-as-if-they-are-members-of-your-own-family-the-story-of-the-uk-customer-experience-awards-2013 monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474664960-G6FD0SDWLHKV7AE4S15M/0-ukcea1.png Thought Leadership - ‘Serve every customer as if they are members of your own family’. The story of the UK Customer Experience Awards 2013 https://www.ijgolding.com/thought-leadership/2013/10/30/a-picture-is-worth-a-thousand-words-do-you-know-what-technology-can-do-for-your-customer-experience monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474592306-VNQWPW4HCAL2UNKUOQ5D/0-marcio.jpg Thought Leadership - 'A picture is worth a thousand words'. Do you know what technology can do for your customer experience? https://www.ijgolding.com/thought-leadership/2013/10/23/customer-service-or-customer-experience-what-exactly-does-customer-experience-mean monthly 0.5 2026-10-01 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474592199-MLJX9CHG3YWSDYPTR618/cs-vs-cx.png Thought Leadership - Customer Service or Customer Experience? What exactly does customer experience mean? https://www.ijgolding.com/thought-leadership/2013/10/14/customer-effort-its-like-pulling-teeth monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474670560-J7PLZRM0V9EQPBF4LHV4/0-teeth1.jpg Thought Leadership - Customer Effort - it's like pulling teeth! https://www.ijgolding.com/thought-leadership/2013/10/08/facebook-is-not-even-10-years-old-how-technology-and-innovation-is-influencing-the-customer-experience monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474589272-842E7L6C75TGT2A9ZGPI/0-facebook.jpg Thought Leadership - Facebook is not even 10 years old! How technology and innovation is influencing the customer experience https://www.ijgolding.com/thought-leadership/2013/09/30/building-a-customer-centric-culture-its-all-about-the-3-ls monthly 0.5 2026-10-01 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474667366-6U2UAZ279WWE1PYMU3DK/0-customer-love1.jpg Thought Leadership - Building a Customer-Centric Culture– it’s all about the 3 L’s! https://www.ijgolding.com/thought-leadership/2013/09/19/if-we-close-our-eyes-they-may-go-away-how-bad-must-things-get-for-companies-to-listen-to-its-customers monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474671868-5UGWXI7466E84WXPUF3Q/0-ee1.png Thought Leadership - 'If we close our eyes, they may go away!' How bad must things get for a company to listen to its customers? https://www.ijgolding.com/thought-leadership/2013/09/16/shhhhh-dont-mention-six-sigma-the-truth-behind-the-stigma monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474589168-GP94MPZCRUJA45CT4ZQ7/0-6sigma.jpg Thought Leadership - Shhhhh!! Don't mention Six Sigma - the truth behind the stigma https://www.ijgolding.com/thought-leadership/2013/09/09/you-could-in-500-should-you-incentivise-customer-feedback monthly 0.5 2013-09-09 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474672461-UV4X7TWC3FDNFEXEK0N2/0-incentives1.jpg Thought Leadership - 'You could win £500!!' Should you incentivise customer feedback? https://www.ijgolding.com/thought-leadership/2013/08/16/customer-experience-its-pre-determined-by-culture monthly 0.5 2026-10-01 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474589376-HQ37LM3ZYNSTYLTKZVE9/0-culture.jpg Thought Leadership - Customer Experience - It's pre-determined by culture! https://www.ijgolding.com/thought-leadership/2013/08/13/brilliant-basics-or-magic-moments-what-should-you-be-focussing-on monthly 0.5 2013-08-13 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474593568-62OEF0JLJ2XBSP8C9GHK/0-basics.jpg Thought Leadership - 'Brilliant Basics or Magic Moments?' What should you be focussing on? https://www.ijgolding.com/thought-leadership/2013/08/07/buying-shoes-online-or-buying-a-car-which-is-the-better-customer-experience monthly 0.5 2013-08-07 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474588869-VOQRR42M48EZW32UVAOX/0-car.jpg Thought Leadership - Buying shoes online or buying a car - which is the better customer experience? https://www.ijgolding.com/thought-leadership/2013/08/05/we-won-the-argument-but-lost-the-customer monthly 0.5 2013-08-05 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474680469-AHYEWN1LB39YY6KKU571/0-argument1.png Thought Leadership - We won the argument....but lost the customer! https://www.ijgolding.com/thought-leadership/2013/07/24/the-managers-promise-what-do-you-commit-to-doing-for-your-people monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474593168-XYTZPYTCQ509YS4MQJ6U/0-i-promise.jpg Thought Leadership - 'The managers promise' - what do you commit to doing for your people? https://www.ijgolding.com/thought-leadership/2013/07/22/its-a-baby-the-greatest-experience-of-them-all monthly 0.5 2026-10-01 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474683762-ESCOMMGU51SX5K03UY1P/keep-calm-its-a-baby.png Thought Leadership - 'It's a.....baby!' The greatest experience of them all https://www.ijgolding.com/thought-leadership/2013/07/16/we-only-want-one-room-will-your-summer-holiday-experiences-create-the-right-memories monthly 0.5 2026-09-15 https://static1.squarespace.com/static/6a86db65ca4661399dac8b0b/t/6aa9331ca714ef49081a4d1e/1789473564864/0-family-of-5.jpg Thought Leadership - 'We only want one room!' Will your summer holiday experiences create the right memories? https://www.ijgolding.com/thought-leadership/2013/07/08/what-a-brilliant-day-how-communities-can-help-revive-britains-high-streets monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474595295-AI5S1R8YEW7C17WTIPHX/0-chester-choir-festival.jpg Thought Leadership - 'What a brilliant day!' How communities can help revive Britain's High Streets https://www.ijgolding.com/thought-leadership/2013/07/03/restaurant-drinking-house-play-centre-or-social-club-just-what-makes-a-good-british-pub monthly 0.5 2013-07-03 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474686668-ORKZZES113OJGEKQ0QTT/pub-closures_1241328c.jpg Thought Leadership - Restaurant, drinking house, play centre or social club - just what makes a good British pub? https://www.ijgolding.com/thought-leadership/2013/06/24/are-you-really-ready-the-customer-experience-readiness-scale monthly 0.5 2013-06-24 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474597055-M1SDMIBUDLJGADNMFS1E/0-cxc-readiness.png Thought Leadership - Are you really ready? The Customer Experience Readiness Scale https://www.ijgolding.com/thought-leadership/2013/06/20/resentment-is-a-hard-thing-to-shake-off-think-hard-before-you-create-it monthly 0.5 2026-10-01 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474587971-MWK2YBW2R332UKLSG2M1/0-resentment-3.jpg Thought Leadership - Resentment is a hard thing to shake off - think hard before you create it https://www.ijgolding.com/thought-leadership/2013/06/13/sometimes-the-experience-just-does-not-matter-the-example-of-sports-direct monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474694672-72SHIWH6AWRANDPNQ4FC/bearhunt-act-col-315056.jpg Thought Leadership - Sometimes the experience just does not matter - the example of Sports Direct https://www.ijgolding.com/thought-leadership/2013/06/06/i-have-an-idea-lets-outsource-customer-services-could-the-quest-for-cost-savings-damage-the-customer-experience monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474696169-1VSID7PPW8BUEPMIXTX1/o2_2152379b.jpg Thought Leadership - ‘I have an idea – lets outsource customer services’ - Could the quest for cost savings damage the customer experience? https://www.ijgolding.com/thought-leadership/2013/06/04/a-year-of-great-experiences monthly 0.5 2026-10-01 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474697568-A3PNTWB72PY26SFMH36L/blog-image.jpg Thought Leadership - A year of great experiences! https://www.ijgolding.com/thought-leadership/2013/05/28/18-hours-how-a-loaf-of-bread-helped-improve-the-customer-experience monthly 0.5 2013-05-28 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474699671-ZG8X6G7DJYCLQ9ON07X0/4353800312_8596547cfb.jpg Thought Leadership - 18 hours - how a loaf of bread helped improve the customer experience https://www.ijgolding.com/thought-leadership/2013/05/21/simplicity-is-divinity-is-this-what-is-behind-the-success-of-first-direct monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474700264-JL2VZPPK8DWW3T98T77F/first-direct-live-feelings-blog-full.png Thought Leadership - 'Simplicity is divinity' - is this what is behind the success of First Direct? https://www.ijgolding.com/thought-leadership/2013/05/17/mind-the-gap-is-the-london-underground-the-greatest-ever-customer-experience-innovation monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474701963-UYMFVA1RS83AXN2Y0AZB/1862-gladstone-tes_2447187k.jpg Thought Leadership - 'Mind the Gap' - Is the London Underground the greatest ever customer experience innovation? https://www.ijgolding.com/thought-leadership/2013/05/09/what-do-you-mean-theyre-dead-why-communication-is-such-a-critical-part-of-the-customer-experience monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474706868-FDGK4AH50XAPHIWYV58E/Virgin-media-bill.jpg Thought Leadership - 'What do you mean they're dead?!' Why communication is such a critical part of the customer experience https://www.ijgolding.com/thought-leadership/2013/04/30/do-you-know-the-facts-4-steps-to-deploying-a-customer-focussed-measurement-system monthly 0.5 2026-10-01 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474715459-J2SLPT1HL6DFXZPBS74Y/0-facts1.jpg Thought Leadership - Do you know the facts? 4 steps to deploying a customer focussed measurement system https://www.ijgolding.com/thought-leadership/2013/04/25/trust-the-embodiment-of-customer-experience monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474709971-FHFLIZ7ILIH7TN35Z3M6/0trust1.png Thought Leadership - Trust - the embodiment of customer experience https://www.ijgolding.com/thought-leadership/2013/04/18/got-a-problem-get-tweeting-the-story-of-a-fresh-cream-eclair-without-the-cream monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474712570-I0MM6GENPDWW9HUH5TGF/0-ciz3.png Thought Leadership - 'Got a problem? Get Tweeting!' - the story of a fresh cream eclair without the cream!! https://www.ijgolding.com/thought-leadership/2013/04/15/its-simple-i-just-give-my-customers-what-they-need-and-they-keep-coming-back monthly 0.5 2013-04-15 https://www.ijgolding.com/thought-leadership/2013/03/26/strategy-measurement-people-a-simple-framework-for-managing-customer-experience monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474715674-5271DTDDZ6UYF9OYWZ76/0-cxc-cef1.png Thought Leadership - STRATEGY - MEASUREMENT - PEOPLE: a simple framework for managing customer experience https://www.ijgolding.com/thought-leadership/2013/03/11/i-just-want-to-know-how-many-calories-the-need-for-honesty-transparency-and-clarity-in-the-customer-experience monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474718673-T0FHWKD2ZMT9TUE8XSIC/2011mtllogo210x210.gif Thought Leadership - 'I just want to know how many calories!' - the need for honesty, transparency and clarity in the customer experience https://www.ijgolding.com/thought-leadership/2013/03/04/are-you-sure-you-want-a-big-pizza-how-children-can-be-a-significant-part-of-your-cx-strategy monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474722169-IIOBWWSINIXMTK5FPX89/0-bunny1.jpg Thought Leadership - 'Are you sure you want a big pizza?' - How children can be a significant part of your CX strategy https://www.ijgolding.com/thought-leadership/2013/02/26/customer-experience-its-more-than-my-jobs-worth monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474725264-TIDWPS5VHNKNTT3WN2ZW/office_hell_jobsworth_number_one_hat-p148081173984218078qz14_400.jpg Thought Leadership - Customer Experience? 'It's more than my jobs worth!' https://www.ijgolding.com/thought-leadership/2013/02/11/dont-judge-a-book-by-its-cover-it-does-not-matter-what-you-look-like-a-customer-is-a-customer monthly 0.5 2026-10-01 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474722962-0Y5EC34Q3MOFDKEPTOTE/Kewell-Helen_299x375.jpg Thought Leadership - 'Don't judge a book by its cover' - it does not matter what you look like, a customer is a customer https://www.ijgolding.com/thought-leadership/2013/02/06/up-selling-no-selling-how-clarins-may-be-damaging-their-customers-experience monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474725870-E50XN7MMCRQ03XTSUIXA/do-you-want-fries-with-that.jpg Thought Leadership - 'Up-selling = No-selling' - how Clarins may be damaging their customers experience https://www.ijgolding.com/thought-leadership/2013/02/04/re-invention-and-innovation-why-we-should-all-admire-littlewoods monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474724667-DQCVIQV4PM0ZEI4EF1CX/EX_logo_littlewoods.jpg Thought Leadership - Re-invention and innovation - why we should all admire Littlewoods https://www.ijgolding.com/thought-leadership/2013/01/30/maravilloso-a-spanish-lesson-in-customer-retention monthly 0.5 2026-09-15 https://www.ijgolding.com/thought-leadership/2013/01/28/can-i-offer-you-a-complimentary-glass-of-champagne-sir-now-that-is-how-to-recover-a-customer-experience monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474730167-LC1HGNNR0QNQN286UWLY/cla_669_tea_v1_741.jpg Thought Leadership - Can I offer you a complimentary glass of Champagne sir? Now that is how to recover a customer experience! https://www.ijgolding.com/thought-leadership/2013/01/22/learn-to-walk-before-you-start-running-do-not-bite-off-more-than-you-can-chew-in-your-cx-programme monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474733668-GVZ0K4808X9L7PYS5A7P/4836524261_ab2d37d599_z.jpg Thought Leadership - Learn to walk before you start running! - do not bite off more than you can chew in your CX programme https://www.ijgolding.com/thought-leadership/2013/01/21/i-cannot-get-in-its-snowing-too-hard-i-could-have-worked-from-home-though monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474731367-SI1R811OBTZ2Z7XI9957/0-snow1.jpg Thought Leadership - 'I cannot get in, its snowing too hard' - 'I could have worked from home though' https://www.ijgolding.com/thought-leadership/2013/01/15/why-would-customers-shop-with-us-the-question-hmv-should-have-asked monthly 0.5 2013-01-15 https://www.ijgolding.com/thought-leadership/2013/01/03/whoops-why-saying-sorry-to-customers-is-not-always-enough monthly 0.5 2013-01-03 https://www.ijgolding.com/thought-leadership/2012/12/27/ill-have-free-wi-fi-with-my-big-mac-please-are-you-giving-customers-a-reason-to-keep-coming-back monthly 0.5 2012-12-27 https://www.ijgolding.com/thought-leadership/2012/12/21/2011-cx-creation-2012-cx-appreciation-2013-cx-recognition monthly 0.5 2012-12-21 https://www.ijgolding.com/thought-leadership/2012/12/17/there-is-nothing-wrong-with-my-business-why-sometimes-we-could-all-do-with-gordon-ramsay monthly 0.5 2012-12-17 https://www.ijgolding.com/thought-leadership/2012/12/11/2160-a-night-what-can-we-learn-from-claridges monthly 0.5 2012-12-11 https://www.ijgolding.com/thought-leadership/2012/12/10/they-dont-really-mean-it-are-industry-regulators-helping-or-hindering-the-customer-experience monthly 0.5 2012-12-10 https://www.ijgolding.com/thought-leadership/2012/12/04/who-cares-about-ethics-starubucks-do-now-never-underestimate-the-power-of-consumer-opinion monthly 0.5 2012-12-04 https://www.ijgolding.com/thought-leadership/2012/11/29/aaaarrrrgggghhhh-why-is-it-so-difficult-to-understand-the-importance-of-customer-experience monthly 0.5 2012-11-29 https://www.ijgolding.com/thought-leadership/2012/11/27/my-favourite-bit-is-can-you-compare-your-customer-experience-with-a-good-movie monthly 0.5 2012-11-27 https://www.ijgolding.com/thought-leadership/2012/11/19/i-just-want-to-close-the-curtains-can-you-take-customer-experience-innovation-too-far monthly 0.5 2026-10-01 https://www.ijgolding.com/thought-leadership/2012/11/12/no-one-likes-us-they-dont-care monthly 0.5 2012-11-12 https://www.ijgolding.com/thought-leadership/2012/11/06/pants-what-is-wrong-with-marks-spencer monthly 0.5 2026-10-01 https://www.ijgolding.com/thought-leadership/2012/10/30/apathy-whose-fault-is-it monthly 0.5 2026-10-01 https://www.ijgolding.com/thought-leadership/2012/10/23/2-4-6-8-who-do-we-appreciate-why-some-organisations-may-struggle-to-answer-the-question monthly 0.5 2012-10-23 https://www.ijgolding.com/thought-leadership/2012/10/18/im-not-paying-to-park-why-the-british-high-street-might-be-struggling monthly 0.5 2012-10-18 https://www.ijgolding.com/thought-leadership/2012/10/14/woah-there-tiger-beware-what-and-how-you-react-to-social-media monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474757267-64QBPTXU33BSCYKL5KF4/alg_resize_angry-boss.jpg Thought Leadership - Woah there tiger!! Beware what and how you react to social media https://www.ijgolding.com/thought-leadership/2012/10/04/the-ultimate-challenge-why-doing-the-right-thing-for-your-customers-is-just-that monthly 0.5 2012-10-04 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474758770-GMCTYO2WVDCR0SPXSABO/blogimage-101811.gif Thought Leadership - The ultimate challenge! Why doing the right thing for your customers is just that! https://www.ijgolding.com/thought-leadership/2012/09/25/i-own-a-bearded-dragon-too-how-well-do-your-staff-know-their-customers monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474760069-JI4WK17JOPJKZNCR3WEA/463_qk5k8txmti.jpg Thought Leadership - I own a Bearded Dragon too! How well do your staff know their customers? https://www.ijgolding.com/thought-leadership/2012/09/17/can-you-tell-what-it-is-yet-do-your-customers-and-employees-know-what-your-brand-stands-for monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474760869-NWPR9YX98D0AWQ2GOHTZ/ngbbs48446f28455ab.jpg Thought Leadership - Can you tell what it is yet? Do your customers and employees know what your brand stands for? https://www.ijgolding.com/thought-leadership/2012/09/12/killing-email-are-organisations-right-to-want-to-eliminate-email-as-a-customer-communication-channel monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474761771-O98OEOBPYUHV86902S6H/0-email-111.png Thought Leadership - KILLING EMAIL – Are organisations right to want to eliminate email as a customer communication channel? https://www.ijgolding.com/thought-leadership/2012/09/10/ryanair-the-most-consistent-cx-on-the-planet monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474762370-UYNS9TYO0930AG78YG8O/Cabin-seats.jpg Thought Leadership - Ryanair: the most consistent CX on the planet? https://www.ijgolding.com/thought-leadership/2012/09/03/what-a-lovely-mug-the-risks-of-taking-loyal-customers-for-granted monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474762768-9CU3XBN2WERTXZZM92KY/744px-Avis_logo_wo_r.svg_.png Thought Leadership - What a lovely mug! The risks of taking loyal customers for granted https://www.ijgolding.com/thought-leadership/2012/08/14/you-cannot-be-serious-why-cx-professionals-must-never-give-up monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474765668-ZP64AXZAZUZ0C8699HVG/john_mcenroe_not_serious.jpg Thought Leadership - You cannot be serious! - Why CX professionals must never give up https://www.ijgolding.com/thought-leadership/2012/08/06/we-tried-our-best-is-this-statement-ever-good-enough monthly 0.5 2026-10-01 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474764265-Y9S03IO49L7G019WDSRB/Steve_2299632b.jpg Thought Leadership - 'We tried our best' - is this statement ever good enough? https://www.ijgolding.com/thought-leadership/2012/07/31/memories-which-ones-are-you-creating-9 monthly 0.5 2026-10-01 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474766969-MSMEA66Q5L28Y6OK81UF/life_quotes_moment_beautiful_thoughts_moments_memories-5883bba7d4638f2ed6a2fdbf964f22b0_h_large.jpg Thought Leadership - Memories - which ones are you creating? https://www.ijgolding.com/thought-leadership/2012/07/26/customer-experience-what monthly 0.5 2026-10-01 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474767468-AR3L642YH7U8OGA0GUU0/0-what1.png Thought Leadership - Customer Experience 'what'?! https://www.ijgolding.com/thought-leadership/2012/07/15/cx-humility-recovering-a-bad-situation-well-is-as-important-as-getting-it-right-first-time monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474770167-HN9QBQQKIU0BFC1UBPKO/Nat-West-Technical-Problems.jpg Thought Leadership - CX Humility - recovering a bad situation well is as important as getting it right first time https://www.ijgolding.com/thought-leadership/2012/07/10/customer-feedback-ten-tips-to-help-you-get-it-right monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474768868-LN8N2TJF8OSLKRLOQ6WR/business-reporter1.png Thought Leadership - Customer Feedback - Ten Tips to help you get it right https://www.ijgolding.com/thought-leadership/2012/07/04/its-just-not-cricket-the-importance-of-understanding-the-end-to-end-customer-journey monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474769469-P5S16G4ZLB3DEZQUIVAJ/edgbaston-carousel-1345485.jpg Thought Leadership - It's just not cricket! The importance of understanding the 'end to end' customer journey https://www.ijgolding.com/thought-leadership/2012/07/02/customer-feedback-why-bother monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474771868-THQPPHIA0220S9PBN023/my_stabucks_idea3.gif Thought Leadership - Customer Feedback - Why Bother? https://www.ijgolding.com/thought-leadership/2012/06/25/attitude-passion-and-pride-do-your-people-have-it-27 monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474769867-G7GNI25RXTKLRXXQ7NH0/Chester-Railway-Station-Entrance.jpg Thought Leadership - Attitude, Passion and Pride - do your people have it? https://www.ijgolding.com/thought-leadership/2012/06/18/tesco-hero-or-villain-you-decide monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474779855-E8QQ0ZQEHMMUMZNBXBEB/tesco460_1359978c.jpg Thought Leadership - Tesco: Hero or Villain - You Decide https://www.ijgolding.com/thought-leadership/2012/06/12/john-lewis-are-they-still-the-best-when-it-comes-to-customer-experience-and-service monthly 0.5 2026-09-15 https://images.squarespace-cdn.com/content/v1/6a86db65ca4661399dac8b0b/1789474778265-Z62YGTOUHROV3JNJT8FR/john-lewis1.jpg Thought Leadership - John Lewis - are they still the best when it comes to customer experience and service? https://www.ijgolding.com/thought-leadership/category/Financial+Services monthly 0.5 https://www.ijgolding.com/thought-leadership/category/Social+Media monthly 0.5 https://www.ijgolding.com/thought-leadership/category/CX+Leadership monthly 0.5 https://www.ijgolding.com/thought-leadership/category/People monthly 0.5 https://www.ijgolding.com/thought-leadership/category/Recovery monthly 0.5 https://www.ijgolding.com/thought-leadership/category/Channels monthly 0.5 https://www.ijgolding.com/thought-leadership/category/CX+Strategy monthly 0.5 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0.5 https://www.ijgolding.com/thought-leadership/tag/people+centric monthly 0.5 https://www.ijgolding.com/thought-leadership/tag/CCXP monthly 0.5 https://www.ijgolding.com/thought-leadership/tag/reliability monthly 0.5 https://www.ijgolding.com/thought-leadership/tag/customer+experience+leadership monthly 0.5 https://www.ijgolding.com/thought-leadership/tag/Phillip+Clarke monthly 0.5 https://www.ijgolding.com/thought-leadership/tag/Sunseeker monthly 0.5 https://www.ijgolding.com/thought-leadership/tag/Mini+Cheddars monthly 0.5 https://www.ijgolding.com/thought-leadership/tag/jom+boyden monthly 0.5 https://www.ijgolding.com/thought-leadership/tag/home-working monthly 0.5 https://www.ijgolding.com/thought-leadership/tag/memories monthly 0.5 https://www.ijgolding.com/thought-leadership/tag/JD+Williams monthly 0.5 https://www.ijgolding.com/thought-leadership/tag/Dr+Linden+Brown monthly 0.5 https://www.ijgolding.com/thought-leadership/tag/The+Focus+Rooms monthly 0.5 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