Customer Experience Consultancy Blog
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Keep up to date with Ian Golding's latest news, articles, and leadership thoughts as a customer experience consultant. Founded in 2012, Customer Experience Consultancy has worked with, guided, mentored, and inspired, organizations and customer experience practitioners in over 35 countries worldwide.
Customer Experience Consultancy Blog
4y ago
Before you start reading this post, I must make it clear that whilst the centrepiece of it is about a game, the real story is much, much more than that. This is a post about customer experience (CX) transformation – about the incredible work being done by a bank in Eastern Europe in their quest to become sustainably customer centric. It is a post that demonstrates how hard work, collaboration, resilience, innovation and fun, can combine to power the transformation journey.
I first met Laura Tengerdi and Andrea (Andi) Hanyecz in 2016. Budapest Bank had actually started its customer experience ..read more
Customer Experience Consultancy Blog
4y ago
For over eight years now, I have been travelling around the globe, sharing knowledge with people on how to deliver the customer experience (CX) as robustly and effectively as possible. It has been an amazing, if not exhausting, journey. I have met thousands of committed and dedicated professionals who are passionate about doing what is right for people – customers and employees. Among other things, their goal has been to establish an understanding of how the customer customer journey MUST become embedded into the way their organisations think and act.
However, anyone who has heard me speak ..read more
Customer Experience Consultancy Blog
4y ago
If you have ever heard me speak, or read something I have ‘penned’, you will know that I am a huge believer in the application of the ‘science’ of customer experience – an understanding of; and the ability to apply; the competencies that sit behind the profession that customer experience has become.
Customer journey mapping is one of the competencies that comprise the science – yet it is a competency that has been applied around the world with varying levels of success. My biggest concern is not in understanding what it is, but in knowing what to do with it!
That is why I am delighted to anno ..read more
Customer Experience Consultancy Blog
5y ago
Quality is the key pillar of excellence – one of the vital components enabling success in Customer Experience. Often, when we think about Quality, we instantly dive into something objective. Perhaps a physical product; objectives that are easy to measure; that we can standardize; and so on.
This is validated by all standard business definitions of Quality:
‘Quality is the extent to which a product or service meets a customer’s expectation. Quality is relative (feelings/experiences) to the perceived need of a user and is expressed as the right combination of product and price.’
Commonly, Qua ..read more
Customer Experience Consultancy Blog
5y ago
Hangar Lane Gyratory System
We all have road junctions that we hate driving in, around, or through. If you are reading this from the UK and have ever had the joy of driving around Hangar Lane in West London, you will know what I mean. An enormous multi-lane roundabout (with a Tube station in the middle!), Hangar Lane is one of those places that you only drive through if you have no choice – if there is no other option.
Hangar Lane is not alone on my list of ‘road junctions to avoid’. Have you ever been to Swindon? I have nothing against the town in the West of England. I do not go there that o ..read more
Customer Experience Consultancy Blog
5y ago
If you have ever met me; or heard me speak; or read something I have written; you will know that I am a HUGE advocate of the principle of knowledge transfer. As a customer experience (CX) specialist, I am completely committed to sharing as much knowledge as I can with others so that they may advance their personal, or organisational approach to CX. As a result, when I was asked to contribute to a new educational video series on the subject that has become my vocation, it was a very easy decision for me to make.
Alongside global specialists, Shep Hyken, Jeanne Bliss, Blake Morgan and Jay Baer ..read more