Welcome to the first post in CXM’s new regular series. A CX-inspired travelogue that keeps tabs on customer experience practitioners as they deliver their services to businesses around the world.
First up is Ian Golding, a long-time friend of CXM and Awards International. A certified customer experience professional and customer experience specialist, we regularly hear from Ian setting up camp in exotic locations, so let’s find out what he’s been up to recently.
Where you are? – Currently on an Etihad Boeing 777 at 40,000 feet!
Who are you talking to? I’m on my way to see the wonderful people who make everything happen on Yas Island – the primary leisure destination in Abu Dhabi
Tell us about your CX real-world experiences on this trip The last time I flew with Etihad I noticed a distinct lack of engagement from the crew – they just did not look happy. I am very pleased that today this is not the case. What I do not know is if my last trip was a one-off, or if Etihad is actively working to improve the colleague experience (and in turn the customer experience)
And what CX-inspired work are you up to?
I’m working with Miral Destinations (a multiple GCXA and ICXA award winner), helping them launch a new programme they call ‘Miral Heroes.’ It helps every employee understand the role that they play in delivering the guest experience. They are also encouraging other parts of Yas Island in Abu Dhabi to adopt the same approach, so I had the pleasure of also sharing knowledge with the team at the Etihad Arena.
What are they saying/opining about their customers? – They are focused on doing whatever they can for their guests and ensuring their colleagues know who made the experience memorable. This is why they call their colleagues, Miral Heroes.
Do you have any recommendations from your current location? If you have never been to the UAE before – you must visit Yas Island in Abu Dhabi! With Ferrari World, Sea World, Warner Brothers World nestled around the famous Formula 1 Grand Prix circuit, there is something for everyone!!
If you want to be included in our band of travelling CX experts, give us a mail and we can talk!