S4e14 The Getting The Basics Right With Fairy Dust Edition With Ian Golding
James chats with Ian Golding, certified customer experience professional and a customer experience specialist, certified Lean Six Sigma Master Black Belt who spent over 20 years in the business environment and in business improvement, working hard to ensure that businesses he works for are as customer focused as possible.
He’s worked with some amazing companies before becoming an independent consultant including the Royal Bank of Scotland, GE Commercial Finance, GE Reinsurance and Brakes Brothers Food Service. And his last permanent role was head of group customer experience, where he developed and deployed the customer experience strategy for one of Europe’s largest online retailers Shop Direct.
They discuss doing the right thing, doing things a better way, leader evolution, Satya Nadella, what comes after CX, aligning the employee experience with the customer experience, customer journey management, short vs long term thinking, differentiation online, getting the basics right with fairy dust and differentiating by accident.
Tel: +44 7770 736 832