Podcast appearances and mentions of ian golding

Work with Deirdre to find, win and keep more of your ideal clients by creating your uniquely uncopyable brand strategy, story, offer, experience and more. Think your client journey is fine as it is? Think again.Most coaches, consultants, and service-based business owners are losing revenue every single week — not because they don't have leads, but because they're leaking them.In this episode of the Master Your Business Podcast, I'll show you why a clear, mapped-out client journey is the secret weapon to scaling your business profitably — without burnout, without chasing new leads, and without working 24/7.You'll hear real-world examples, including:A service provider who went from 300k to over 1 millionA beauty salon owner who replicated her 5-star client experience across locationsWhy "more leads" is not the answer if your client experience is brokenWhether you're trying to hit your first 100k or aiming for 7 figures, this episode will help you tighten your delivery, boost retention, and create a seamless client experience that sells for you.Highlights of this episode:(00:35) Why most service businesses are leaking revenue(02:39) How mapping your journey can boost referrals(03:05) What happens when your team helps design the experience(04:19) The 4 core phases of a profitable client journey(06:56) The myth of “needing more leads” to grow(08:57) Small tweaks that can double retention rates(09:46) Using the Customer Journey Map Template to simplify and scale

On this episode, we explore whether it's time for leaders to reframe their thinking from traditional customer experience to experience management. Although brands may understand that customer experience is essential to success, they often overlook the importance of other stakeholders. The term “experience management” goes beyond that interaction between brand and customer, encompassing the experiences of employees, vendors, shareholders and more. Listen for the actionable insights of Ian Golding, author, founder and CEO of Customer Experience Consultancy, and Diane Magers, author, founder and CEO of Experience Catalysts. Our guests share how brands can adapt their mindsets and practices to embrace this more inclusive approach, offering practical strategies for implementation.Visit our website to learn more about TELUS Digital.Show notesIan's book, Customer What?: The honest and practical guide to customer experience, is available wherever books are sold.Diane's book with Michael Hinshaw, Experience Rules!: The Experience Operating System (XOS) and 8 Keys to Enable It, is available wherever books are sold.Discover the digital customer experience priorities of enterprise leaders with survey results from TELUS Digital, in collaboration with Statista.Find out more about investing in agent engagement in the TELUS Digital article Call Center Basics: A Return to Fundamentals

Send us a textReady to kick your business into high gear for 2025? In this episode of the Master Your Business Podcast, we show you how to map out a whole year's marketing plan. It's simple. It's bold. It works. We'll help you stop throwing random marketing

Send us a textWant to build a business that doesn't just survive but thrives? Then you've got to listen to this episode of the Master Your Business Podcast! I sat down with customer experience expert Ian Golding, and boy, did he deliver the goods.We dug deep into how you can create an amazing customer experience that keeps your clients coming back for more. Think of it as building a relationship, not just closing a sale.Here's what you can expect:(10:21) What the heck is customer experience, anyway? And why should you care? (Hint: It's all about making your customers happy and growing your business.)(14:56) Why feelings matter more than you think. We're not robots, people! Ian explains why the emotional connection is key to creating a truly memorable experience.(19:47) The "Find-Win-Keep" strategy. It's a game-changer! Learn why focusing on keeping clients is just as important as finding new ones.(30:09) Creating a customer experience strategy that actually works. Don't worry, it's not rocket science. Ian breaks it down into simple steps you can take today.(52:06) Mapping your customer journey. Sounds complicated, right? Wrong! Discover a super simple way to understand your client's experience.(1:01:14) Ditch the "onboarding" jargon! It's time to reimagine how you welcome new clients.This episode is packed with actionable advice, real-world examples, and a whole lot of "aha!" moments. It is perfect for coaches, consultants, and service providers who are ready to take their business to the next level.Listen to the full episode now!

What will 2025 be like? Éverton and his Consumer University have gathered the visions of renowned professionals from around the world and will share them here every three days during November and December. Follow, comment, and share! Guests such as: ✅ Todd Ericson, USA, director of the Inspiration 4 space mission to send the first 4 consumers into space on Space X ✅ Marilú López, México, Vice President DAMA Internacional for Data Management ✅ Shep Hyken, USA, New York TIme Bestselling Author in CX ✅ Ron Kaufman, Singapor, World's #1 Customer Experience Guru ✅ Ian Golding, United Kingdom, one of founders of Customer Experience Professionals Association (CXPA) ✅ Aviv Gruber, Israel, Data Science Team Lead at Rekor ✅ José Carlos Yamagoshi Wang, Perú, Sociedad Iberoamericana de CRM - SIACRM ✅ Ian Millar, Switzerland, the best hotel school in the worldAviv Gruber ✅ Emil Björnskär, Sweden, Head of MarTech stay tunned stay tunned in our youtube channel

“What do you need Women in CX for?”

Interim security leaders head up huge teams, babysit massive budgets and are (for a time) responsible for some of the most well known brands in the world. In this episode we talk to Alex Clixby and Ian Golding experienced interim and fractional CIOs to find out more about the role.  What challenges are unique to an interim? What sort of skills are needed to hold such a crucial role for a short period of time. Is Interim a way to avoid burnout or is it more prone to the issues? 

Ian Golding ought to know a thing or two about the CX profession.  He was a founding member of the Customer Experience Professionals Association (CXPA) and the very first Certified Customer Experience Professional (CCXP).  He's the author of Customer What?,  Keynote Speaker,  and writer.  He's written over 600 articles on CX and hosts International Customer Experience Awards all over the world. This episode is different because we didn't have any set agenda of what to talk about.  We just explored some hard realities about the CX profession head on. I provides some deep insights about what CX leaders need to know and why they need to know it including:Problem: The 1st Step - Admit you have a problemDirection: Customer-led vs Product-led organizationTrust: It's role in the corporate worldEmpathy: Why it's lacking in the CX professionSkeptics: Dealing with them in the "acknowledge phase"Facts: The importance of not basing CX on opinionsResponsibilities: What CX leaders are 100% accountable forAnd so much more!Contact info: https://www.linkedin.com/in/iangolding/Meet IanIan Golding is a Certified Customer Experience Professional and CustomerExperience Specialist. A certified Lean Six Sigma Master Black Belt, Ian hasspent over twenty years in business improvement, working hard to ensurethat the businesses he works for are as customer focused as possible.Ian spent 17 years working in a variety of corporate organisations,including The Royal Bank of Scotland, GE Commercial Finance, GEReinsurance and Brake Brothers Foodservice. In his last permanent role asHead of Group Customer Experience, Ian developed and deployed the Customer Experience strategy for one of Europe's largest online retailers – Shop Direct.In 2012, he became an independent consultant, delivering projects in over 50 countries worldwide in the automotive, financial services, logistics and utilities industries. Ian has continued to work with a plethora of businesses across several sectors, including the pharmaceutical, banking, professional services, retail, manufacturing, education and technology industries. Ian has published more than 600 articles on the subject and delivered keynote speeches globally. Ian also served on the inaugural board of Directors of the Customer Experience Professionals Association (CXPA), of which he was a founder member.Ian was also the first person in the world to be authorised by the CXPA to teach the Certified Customer Experience Professional (CCXP) accreditation. He is also the Course Director, Customer Experience for the Chartered Institute of Marketing.Ian hosts Customer Experience Award ceremonies around the world, including the UK, European, US, Turkey and International Customer Experience Awards.Ian's first book was published in April 2018 – ‘Customer What?' The honest and practical guide to Customer Experience' – is already being well received by professionals around the world.In 2021, Ian was awarded the title of the number 1 influencer in Customer Experience in the UK by Customer Experience Magazine.Examples of companies Ian has worked with are:PfizerAbbVieAlexion (Astra Zeneca)Boehringer IngleheimVolvoNedbankKCB BankErste BankBudapest BankOld Mutual GroupTata SteelToyotaGeneral ElectricTetra PakWeledaCiscoThomSubscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter

Ian Golding, CEO and Founder of Customer Experience Consultancy, joins Sean McIver to shed light on the true purpose and strategy of CX management. They share why organisations must shift their strategies from product-led to experience-led, how to balance short-term ROI with long-term customer-centric growth, and the importance of mapping and measuring the customer journey.

Ian Golding - CEO and Founder - Customer Experience Consultancy [Customer Experience]ABOUT NICK GLIMSDAHLSubscribe to my bi-weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK RECOMMENDATIONS:Learn about all the guests' book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ 

What's the value of mapping out your customer journey? How do you get CEOs and company leaders to care more about customer experiences and intentionally turn employees into loyal brand advocates?  Stacy Sherman and featured guest Ian Golding, answer these fundamental questions and reveal key principles to get people to want to buy and work for your company. Get more info at DoingCXRight.com/podcast  

Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes. ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTSupport this show through Buy Me A CoffeeBOOK RECOMMENDATIONS:Learn about all the guests book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ 

In this special encore presentation, Steve Walker hosts the Live with CXPA event "Key Ingredients for Making an Impact with CX." As the ultimate advocate for customers, customer experience professionals are supposed to be catalysts for change and influential in building a customer-focused culture. However, it's easy to get caught up in the details of managing a CX program and question if all this effort is really making a difference. In this session, join guest host Steve Walker and special guests Ian Golding, CCXP, Greg Melia, CAE, and Roxie Strohmenger, CCXP, as they discuss how to rise above surveys, dashboards, training, and other program components to really make a difference for your organization.

Ian talks us through how he has adapted his education and knowledge sharing over the last 18 months, supporting the community of CX professionals during the pandemic. He talks us through the formation of the CXPA and the development of the CCXP qualification, and the importance of developing standards and competencies in the CX industry.We discuss Ian's take on Awards, Influencers and the danger of celebrity in our industry, but the importance of having more CX professionals on the inside delivering each day. Ian talks to us about the one big influence on his career, his mad springador Poppy, how he has run over 30 half and full marathons, his family TV appearance, and his love for Leyton Orient!

Engati is the world's leading multilingual Digital CX platform. It is a one-stop platform for powerful customer engagements. With our intelligent bots, we help you create the smoothest of customer experiences, with minimal coding. And now, we're even helping you answer your customers' most complicated questions in real-time with Engati Live Chat. Website: https://www.engati.com/ Blogs: https://engati.com/blog Check out our CX Library- CX Community page : https://www.engati.com/cx-community YouTube Interview series: https://www.youtube.com/playlist?list=PL05g56Qg9-goNEUmZlGGPHWfVjQRPpwr4 SoundCloud Interview series: https://soundcloud.com/user-670584022/tracks Spotify Interview series: https://open.spotify.com/show/3G0uQwPnQib22emRi9VhUg https://www.engati.com/cx-community/customer-journey-management-toolkit Ian Golding, Global Customer Experience Specialist and Certified Customer Experience Professional gives us tips on linking your business's success to the success of customers. He also talks to us about the latest models of customer management and journey mapping. Check out the 200 CX Thought Leaders to follow for 2021 - http://s.engati.com/2z9  Follow us on- Facebook: https://www.facebook.com/getengati LinkedIn: https://www.linkedin.com/company/engati/ Twitter: https://twitter.com/getengati Instagram: https://www.instagram.com/getengati/ Talk to us: contact@engati.com #EngatiCX #CX #AI

What You Will Learn: Explain how important the customer journey/experience is How to determine customer experience team How to know if you need a customer experience expert Happy employee, happy customer? Where to start with customer experience Is the customer experience important to the end user? In the latest episode of GWP's Constructing Brands podcast, Stacy Sherman, customer experience expert, author, and mentor, discusses how important the customer experience is to grow your brand and increase sales. About Stacy Sherman Stacy Sherman is an empathetic customer experience (CX) pioneer who has devoted her career to leading with a heart and creating lasting customer loyalty through engaged employees. Recognizing the humanity in others is critical to any business's success. Whether a company is marketing to other businesses or consumers, its ultimate audience is an individual. There is a person at the other end of every campaign and communication; for businesses that desire to be competitive and acquire customers, making a human connection is critical. Resources: Website: https://doingcxright.com/about-stacy-sherman/ Youtube: https://www.youtube.com/channel/UCQu4U9uRSUhPoQE-jTBYQ2A Twitter: https://twitter.com/stacysherman Linkedin: https://www.linkedin.com/in/stacysherman/ Instagram: https://www.instagram.com/doingcxright/ Amazon: https://www.amazon.com/Customer-Experience-2-Naeem-Arif-ebook/dp/B08CZTJ1YD/ref=sr_1_1?dchild=1&qid=1595955208&refinements=p_27%3AIan+Golding&s=digital-text&sr=1-1&text=Ian+Golding 

The CX Goalkeeper had a smart discussion with Ian Golding, the CX specialist (and not expert)Ian is THE Global Customer Experience Specialist (and not expert!). He is a Certified Customer Experience Professional (CCXP) and the first recognized training provider by the CXPA. He is the CEO and founder of the Customer Experience Consultancy Ldt.My learnings:CX is a science but not rocket science: Is not difficult to understand – corporates are overcomplicating what they are doing.Only 2% of the participants to Ian's courses are from the C-Suite. Why? They don't care or CX is not enough important, or they already know enough. However, senior leaders from Amazon attended one of Ian's courses as they never stop to learn.The most important competency is measurement. It is a fact-based methodology. By measuring, it is possible to improve experience. It implies financial results can be improved for a sustainable growth.CX is not in the responsibility of a team but of everyone. The CX teams should develop capabilities, competencies, setting directions and holding the mirror. All these tasks should be performed in collaboration with business.The 7th CX core competency is the role of CX professionals. It is not really defined in the CXPA framework. However, it helps CX practitioners developing Resilience, courage, strengths and persistence to keep going.The future of CX is the marriage between Customer Experience and Employee Experience.His book suggestion:Outside In, Kerry Bodine & Harley Manning, Josh BernoffCustomer Journey Playbook, Jerry AngraveHow to contact Ian:https://www.linkedin.com/in/iangolding/https://ijgolding.com/Ian's book:https://ijgolding.com/ians-book/Ian's golden nugget: "If you are doing the right thing for the right reason, you have nothing to lose."Thank you, Ian Golding!#customerexperience #leadership #cxgoalkeeper #cxpa #ccxp

Are you communicating with your customers the same way as family and friends? Join Terrence and Ian as they discuss the honest truth about CX maturity in today's society, and the efforts being made to bridge the customer experience gap.To find out more, visit these links:Website: https://www.iadvize.com/cx-series​Terrence's LinkedIn: https://www.linkedin.com/in/terrencefox/​iAdvize LinkedIn: https://www.linkedin.com/company/iadv...​Facebook: https://www.facebook.com/iAdvize.worl...​Instagram: https://www.instagram.com/iadvize/?hl=enTwitter: https://twitter.com/iadvize​Twitch: https://www.twitch.tv/iAdviZe

Welcome to the next episode of The Rise of the Customer Podcast, the go-to podcast for CX professionals looking to transform their organisation. Joining Neil Sharp in this episode is Ian Golding, Global Customer Experience Specialist and CEO and Founder of Customer Experience Consultancy Ltd. Driven by his passion for CX, Ian has dedicated his career to transforming CX in the corporate world – and has also worked to build and promote the CCXP qualification. During this interview, Ian shares his views on how and where CX needs to develop - and gives his perspective on the upcoming CX trends that you need to be planning for. Neil and Ian's conversation covers some insightful and relevant CX topics including: - The science of customer experience – how you can turn theory into driving actionable change - How the pandemic has exposed different industries' ability to adapt (or not!) their customer experience model - Why your customer experience shouldn't sit in isolation and how to give others the ability to get involved - The importance of gaining traction for customer experience for it to be taken seriously at board level If you're a CX professional looking to transform your business, improve the experience your customers receive, and ultimately grow your bottom line, this episode is a must-listen.

How often have you heard from the CX community about the importance of getting Executive Buy-in? The topic usually makes its way into every customer experience conversation, right? There is no better way to learn about Executive Buy-In and what executives really think about CX then to actually ask C-Suite personnel. And, how much better would it be to learn from C-Suite leaders in different parts of the world and representing different industries?! During this CXPA LinkedIn live event, Nick Glimsdahl, Host of the Press 1 for Nick podcast and Director of Contact Center Solutions at VDS, will moderate the following panel of experts: · Ian Golding: CEO and Founder of Customer Experience Consultancy Ltd · Lewis Taylor: VP, Head of Global CX & Austin Site Lead @Dropbox · Anton de Wet: Chief Client Officer Nedbank RBB · Jeb Dasteel: Owner at Dasteel Consulting At the end of this event you will learn the answers to questions like: · What does the C-Suite talk about regarding CX? · Does the C-Suite think CX is just another trend? · What are the metrics the C-Suite care about? Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick or visit https://press1fornick.com/podcast/. Last, you can also find all the book recommendations, here. #innovation #technology #customerexperience

With CX a top priority for most B2B companies heading into 2021, we’re launching our brand new CX Masters series where we talk to the world’s greatest CX experts to give you actionable takeaways on how to create a superior customer experience. In this second episode we talk to Ian Golding, an internationally renowned speaker and blogger on the subject of customer experience and was one of the inaugural board members of the CXPA (Customer Experience Professionals Association).

Heverton Anunciação entrevista esta semana: ELE FOI UM DOS FUNDADORES DA AssociAÇÃO DE Profissionais de Experiencia do Cliente CXPA.

Customer experience is quickly gaining world-wide adoption. Companies around the globe are realizing the importance of providing the best experience possible for their customers. Understanding and empathizing with customers is a critical component to CX, and that includes understanding cultural differences and expectations. Host Steve Walker welcomes guest Ian Golding, an influential consultant in CX with worldwide experience in several different industries to discuss CX across the globe.

Ian Golding is the executive director, knowledge and academics, at The Customer Institute, an independent not for profit institution focused on best practice in customer experience.  Ian is a well known global speaker and adviser on CX - he was recently ranked the #2 most important CX influencer in the UK by CX magazine and he can often be found jetting around the world to deliver keynotes and run workshops. He is speaking in this episode from the sidelines of the WOW CX Summit in São Paulo, Brazil where he was the keynote speaker on March 4th 2020. https://customer-institute.org/ https://www.wowsummit.com.br/ https://www.linkedin.com/in/iangolding/

New Natural History Museum CIO Alison Davis joined her two predecessors Ian Golding and David Thomas during episode 25 of the CIO UK podcast to discuss digitisation, the sustainability agenda at the Natural History Museum, and the social, scientific and global role the institution has beyond its duties of archiving and displaying its vast collection. Speaking with CIO UK Editor Edward Qualtrough, the trio also discussed some of their favourite memories and displays at the museum, while former CIO 100 high-flyer Davis shared the value of CIOs having their team and organisation recognised in the annual CIO 100 celebration showcase of technology leadership and initiatives.

This episode sees Tom Carpenter joined by Global Customer Experience Specialists Ian Golding and Veronika Luxemburg and Clarasys CX expert Emily Jenkins. This discussion evolves from the benefits of the John Lewis 2019 Christmas advert and why there is so much more of a push in the 'Golden Quarter' over any other period of the year. Ian Golding is a highly influential freelance Customer Experience consultant, Ian advises leading companies on Customer Experience strategy, measurement, improvement and employee advocacy techniques and solutions. An internationally renowned speaker and blogger on the subject of customer experience (ijgolding.com/blog), Ian also served on the inaugural board of Directors of the CXPA (Customer Experience Professionals Association). The CXPA is a global non-profit organization positioned to guide and enhance the growing field of customer experience management. He is a columnist for CustomerThink and has authored a book titled 'Customer What, the honest and practical guide to customer experience'. Veronika Luxemburg, also a Global Customer Experience specialist, is the founder of CQX - The trivium of Customer Quality Experience. Veronika is a passionate customer experience coach and global facilitator of change for all types of organisations. A people orientated enthusiast thinking in multi dimensions and experienced to deliver on the customer promise and superior experience. We thank Ian Golding and Veronika Luxemburg for all their contributions to this episode of CX talks! Follow Clarasys on your favourite social media channel for information and to ask questions, alternatively email podcast@clarasys.com!

Today's interview is with Ian Fitzpatrick, Chief Strategy Officer and founding partner at Almighty, a Boston-based digital agency that helps its clients reimagine what it means to be their customer, and build tools, systems and experiences that support those relationships. They recently published a new report called Hearts, then Charts: a framework for meaningful approaches to customer experience that explores the challenges that organisations face in becoming customer centric and what they need to do to achieve that. He joins me today to talk about their research and what brands and leaders can learn from it. Hat tip to Ian Golding for putting me onto the report via his blog. This interview follows on from my recent interview – Let's stop talking about data and start talking about outcomes – Interview with Geraldine McBride of MyWave – and is number 162 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and delivering great service and experience to their customers.

LSE Director of Data and Technology Services, Laura Dawson, and Natural History Museum CIO Ian Golding spoke to CIO UK Editor Edward Qualtrough during episode 20 of the CIO UK podcast to discuss some of their recent initiatives, including student onboarding at the London School of Economics and recruiting a new CIO at the Natural History Museum. CIO at the LSE, Dawson spoke about building the business case for tackling technical debt and professionalising the IT function. Speaking under the NHM's 4.5-tonne blue whale skeleton 'Hope' hoisted high in the museum's Hintze Hall, Golding spoke about recent commercial partnerships and recruiting for a new permanent CIO at one of the London's most visited attractions.

We’re planning a series of interview episodes to catch up with people across the world of customer experience and insight. For our first in the series we spoke to Ian Golding. We’ve known and worked with Ian for many years, so it was really good to catch up with him and hear his views on… Continue reading The Interview: Ian Golding

We’re planning a series of interview episodes to catch up with people across the world of customer experience and insight. For our first in the series we spoke to Ian Golding. We’ve known and worked with Ian for many years, so it was really good to catch up with him and hear his views on… Continue reading The Interview: Ian Golding

On today's episode we have Ian Golding who is an internationally renowned speaker and blogger on the subject of customer experience. Ian is also a founding member of the Customer Experience Professionals Association, www.cxpa.org , Ian is also the author of a worldwide book called Customer What? Today Ian will take us through his overview of what is customer experience and how it's evolved, as well as he'll be touching base on the master class that will be coming up in Prague in the Czech Republic in late July. Ian is a proven global CX specialist who is being what he should be :) Topics covered today include: What is customer experience, why should businesses care? Why is being different so important? How is Customer Experience evolving and both globally and locally across Central Eastern Europe? How does CEE compare to the western worlds of the US and the UK markets? Ian provides his top 3 tips for anyone who is just starting out in the world of customer experience You can find out more about Ian via his site: https://ijgolding.com/ Here you can also find out about his book: https://ijgolding.com/ians-book/ Some very useful information and tips can be found via his blog: https://ijgolding.com/blog/ Ian can be contacted via his site or via LinkedIn - https://www.linkedin.com/in/iangolding/ Interested in the Prague Customer Experience Masterclass? - https://czech.cxknowledgetransfer.com/ More info on the CXPA - https://www.cxpa.org/home

In this special Christmas 2018 episode, we have one of the most amazing CX professionals as our guest on CX Conversations! I had the honour to talk to Ian Golding, one of the Founding Directors of CXPA and an Authorised Resource and Training Provider for CCXP. We talked about the sudden obsession with CX that we are seeing amongst companies around the world and what it really takes to build a customer centric culture. Lookout for the part where Ian breaks down how to build a CX strategy for your organisation. This episode is packed with great advice from one of the most successful and influential CX Consultant around the world. Visit www.customerguru.in to learn more about Customer Guru | Looking for an NPS solution to help you keep track of your CX metrics check out omoto.io

Ian Golding, is a Certified Customer Experience Professional and Customer Experience specialist. A certified Lean Six Sigma Master Black Belt, Ian has spent over twenty years in business improvement, working hard to ensure that the businesses he works for are as customer focused as possible. Ian has published over 500 articles on the subject and delivered keynote speeches globally. Ian also served on the inaugural board of Directors of the Customer Experience Professionals Association (CXPA), of which he was a founder member. Ian was also the first person in the world to be authorised by the CXPA to teach the Certified Customer Experience Professional (CCXP) accreditation. In 2015, Ian became an Advisor and featured columnist for CustomerThink – a global online community of business leaders striving to create profitable customer-centric enterprises. The site serves 80,000+ visitors per month from 200 countries. Ian’s first book was published in April 2018 – ‘Customer What?’ The honest and practical guide to Customer Experience’ – is already being well received by professionals around the world. Buy Ian Golding's Book, "Customer What?" on Amazon: https://www.amazon.com/Customer-What-practical-customer-experience/dp/1527222160/ref=sr_1_1?s=books&ie=UTF8&qid=1540782316&sr=1-1&keywords=ian+golding Follow Worthix on LinkedIn: https://www.linkedin.com/company/worthix/ Follow Worthix on Twitter: @worthix Follow Ian on LinkedIn: https://www.linkedin.com/in/iangolding/ Follow Ian on Twitter: @ijgolding Follow Mary Drumond on LinkedIn: https://www.linkedin.com/in/marydrumond/ Follow Mary Drumond on Twitter: @drumondmary

This is the second of the two-part interview with Ian Golding of GLOW Training, a communications and impact training company. In the last episode with Ian, we talked about how the business should act around their customers and prospects – we tackled how a company’s vision, mission, objectives, and goals should be well understood and embodied from the top management down to the frontlines. In this episode, we dig down to the individuals, you. How do you act around your customers? And how does your behaviour affect their attitude towards the business, and their purchase? In this episode, we talked about the importance of personal impact and how the “YOU” from the inside may look different from the outside -- how others see you may not be necessarily the same as how you want to be seen. Ian also shared that sometimes we create a barrier and turn people off unintentionally, so as entrepreneurs, we have to understand the power of listening. He also talked about the importance of working on our behaviour and develop empathy because it is a very vital ability in sales. Ian also shares the top behaviour which embodies empathy such as talking less, working harder to shut up, and nodding when people are talking. We also discussed one of the top clangers that sales people do when it comes to body language, and it is the failure to maintain eye contact. We also touched on the importance of feedback in assessing our behaviours. Ian also shared a common problem when it comes to first impressions -- putting all focus, concentration, and thoughts into WHAT they are going to say, and none to HOW they are going to say it.  Lastly, Ian shares 3 top things that someone in business can do to help themselves in terms of conveying themselves to others: Identify the values that you want to portray in any occasion that you are in. How do you want to come across to others? Work harder on the message that your behaviour is sending. Eye contact – it is very important. Golden Nugget Round Question 1 – What would you tell your 25 Year Old Self? Learn how to make decisions. Question 2 – What would you lecture at University today? I would be a lecturer in Acting, specifically Physical Theatre. Question 3 – What was your biggest investment or financial decision? Investing in property. Guest Details To contact Ian, feel free to e-mail him at info@glowtraining.net Links and Resources http://www.glowtraining.net/ https://www.linkedin.com/in/ian-golding1971/ Quotes If you are doing a presentation and is standing in front of everyone, the last thing you want to do is stand there and NOT know what to say. – Ian Golding We spend so much energy on the content, remembering the content, making sure that we are going to say the content exactly how we practiced it in our heads, BUT got no thought or concentration on HOW we are going to say it. – Ian Golding Actors always match the physicality that they use to the size of the room that they are talking to. – Ian Golding

Today’s episode is the first of a two part podcast with Ian Golding. Ian is a communications and impact expert, who helps businesses on how to “act” within the business. He basically guides businessmen and women into not just talking the talk, but also walking the walk. Today we will be giving you some useful tips and tricks on how to get your business’ message to the right recipients. In this episode we opened up with the importance of “niching”, and how importance it is to get the RIGHT message to the RIGHT people. Regardless of how good your message is, if you are delivering it to the wrong people, nothing substantial will come out of it. Ian also talked about the importance of knowing your transferable skills as they can definitely help you along the way; may it be in business, or your career.  We also discussed how most of the time the transferable skills that we have are those that we do well, and so we don’t normally think of them as skills but rather just things we do on a normal basis. Thus we need to take a look at ourselves from the outside – objectively. We also talked about how important it is for every single person in the organisation to know and embody the organisations value/s. Ian shared how a lot of companies use their values as the driving force of the business. One of the common problems experienced by businesses when trying to instil their company values across the organisation which is – to start from the top of the organisation! He also shares some tips on how to make sure that the management embodies these values as well, and that includes becoming experiential, which also means practicing what you preach! We chatted about the importance of knowing how we want to come across, and how we really come across to the people both in and out of the organisation. Ian also shared a very helpful tip, and exercise on how to do this within your organisation. Lastly, Ian shares top three things that businesses can do to improve their businesses: Have a comprehensive refresh of your values. Invest in training to make these values explicit. Make sure that the values are instilled from the top down. Guest Details To contact Ian, feel free to e-mail him at info@glowtraining.net Links and Resources http://www.glowtraining.net/ https://www.linkedin.com/in/ian-golding1971/  Quotes A lot of the things that are potentially transferable skills are the things that you do well, so you almost don’t think of them as skills but just things that you do. –Ian Golding Have a comprehensive refresh of your values; go back and make sure that their values and purpose actually represent what the organisation is all about –Ian Golding

Ian Golding felt like he beat his head for 17 years working in an organization as a champion for the customer. Over the past 6 years he has traveled to over 60 countries and worked with organizations to help support those that thrive on the customer experience to be heard, recognized and supported. Listen as Ian shares insights on the future of customer experience as a discipline and profession.

STATE OF THE CX INDUSTRY

Adam and Jeannie interview global customer experience professional Ian Golding to conquer the challenges of operationalizing customer experience. Turning CX wisdom into action with Ian Golding Leaders all over the world are making the connection between customer experience and business success. While that’s a good thing, just talking the talk is not enough! If you read the right blogs and know the right people, all the wisdom and best practices are there for the taking. But few know how to put all that wisdom to work. “Too few organizations are aligning customer perception with operational performance.” -Ian Golding So what’s missing? How can leaders embed customer-centric thinking into business processes, ultimately turning that enthusiasm into action? Today’s guest is a world-renowned customer experience professional, and he’s here to share some of his best ideas for operationalizing customer experience. Drawing from his experience working with CX professionals all over the world, Ian gives us a snapshot of the global CX landscape. What are the common threads among successful leaders worldwide, and where do we need to improve the most? “The main attribute of all, beyond even the skills and competencies, is courage.” -Ian Golding Ian is a phenomenal customer experience professional with a unique perspective, and we’re lucky to have him join us today!  Listen in to learn the hard truths about customer experience leadership, how we use data, why we still execute poorly, and more. Interview Highlights We must “operationalize” customer experience to make a real difference, but what does that mean and how can you get started? [3:30] What’s globally common about the approach to CX, and what’s different? [6:30] What are the most important attributes of customer experience professionals? [10:50] Ian comically says customer-centric leaders need 3 bones in their body, so what are they? [13:50] How is data used in CX for developing countries, and are they as obsessed with it as we are in the US? [15:45] About our guest A highly influential freelance CX consultant, Ian Golding advises leading companies on CX strategy, measurement, improvement and employee advocacy techniques and solutions. Ian has worked globally across multiple industries including retail, financial services, logistics, manufacturing, telecoms and pharmaceuticals deploying CX tools and methodologies. An internationally renowned speaker and blogger on the subject of CX, Ian was also the first to become a CCXP (Certified Customer Experience Professional) Authorised Resource & Training Provider. Connect with Ian Twitter LinkedIn Facebook Website Related Content 360Connext® post, Which Comes First? Customer Experience or Sales? Customers That Stick® post, The Best CX Leaders ROCK at These 3 Things Episode 282: Stephen Shapiro, Innovating Customer Experience Episode 255: (Tip) Your Org Chart vs. Your Customers Ian's post, Customer Experience 2017 Reality Check – Evolution or Revolution? We’re on C-Suite Radio! Check it out for more great podcasts Sponsor message: Start creating a successful CX strategy Are you ready to build a customer experience strategy on a solid foundation for the long term? We’re shattering the top 5 CX strategy myths in our latest evergreen webinar. You will learn: How to avoid the 5 so-called “Customer Experience Strategies” that aren’t strategies at all What drives a winning customer experience strategy and examples of companies that “get it” How to create a foundation for a customer experience strategy that works for the long term Join Jeannie at a time that works for you for some serious mythbusting and a head start on creating a customer experience strategy that works!  Sign Me Up!     Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices

Customer experience is all about giving your people the ability to think. If someone asks you for something, why not, why can’t you do it? No one is stopping you. So much is about a state of mind in an organisation that is giving you the ability to do what is right. The post Episode Three – Ian Golding, Independent Customer Experience Professional appeared first on Customer Experience Magazine.