Latest Entries
Common Sense – the not so magic ‘customer experience’ ingredient
Customer Journeys / Customer retention and loyalty / People / Travel

Common Sense – the not so magic ‘customer experience’ ingredient


Last night I stayed in a rather lovely hotel in Wimbledon. At £275 a night, you would expect the experience to be worthy of such a hefty price tag. The building, décor, facilities, public areas and bedrooms were all extremely well appointed – as you would imagine. So why am I telling you this? Having … Continue reading

I just want to charge my phone!! Innovation is critical in continually improving the customer experience
Customer Journeys / Technology

I just want to charge my phone!! Innovation is critical in continually improving the customer experience


There are many occasions when I am at risk of sounding like a stuck record. Akin to a ‘grumpy old man’, poor Mrs Golding has to constantly endure my expressions of dissatisfaction whenever I experience something that I perceive to be unacceptable to us and others as customers. It is in my opinion an occupational hazard … Continue reading

Verified by Visa – security or stupidity? Are we unintentionally making customer experiences too inaccessible?
Customer Journeys / Retail / Technology

Verified by Visa – security or stupidity? Are we unintentionally making customer experiences too inaccessible?


As a consumer, there are occasions when I am interacting with an organisation that my heart genuinely sinks. There are times when I think to myself, ‘oh no – not again’. Sometimes I will even express my despair out loud. More often than not, the cause of my anguish is driven by poor customer service. … Continue reading

Communication Channels / CX Measurement / CX Professionals / Travel

Why would you recommend Virgin Trains? Why NPS should not be the default question to measure all customer experiences


I am very fortunate to work with and alongside some exceptional Customer Experience Professionals. As a specialist in the profession myself, the ability to continually learn from my peers enables my own development. Whilst I love writing about all things to do with Customer Experience (as I hope you know), some of my colleagues are … Continue reading