Customer Experience Consultancy's Ian Golding explore the importance of clarifying the strategy/proposition of your company and how visualising the client journey, can help you understand how capable you are of delivering your proposition.

1. Ian Golding, CCXP
Customer Experience Professional
Can a focus on
customer
experience really
make a difference?

2. What does
customer
experience
actually
mean?

3. The sum of all
experiences a
customer has with
a supplier of
goods and/or
services, over the
duration of their
relationship with
that supplier

5. Customer Centricity = Sustainable Growth

6. So why do
so many
seem to
find this
hard to
achieve?

11. Customer centric
organisations,
businesses and
people deliver
great
customer
experiences

15. What experience
are you delivering
today?

16. What do you need to
address to improve
customer perception?

18. What does this all
mean for us?

22. If you want to engender
loyalty, these two pillars are
essential…

23. Thank You
ijgolding.com
Ian Golding, CCXP
Customer Experience Professional