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

Guilty before proven innocent – how not to treat your loyal customers
Customer Journeys / Customer retention and loyalty / Retail

Guilty before proven innocent – how not to treat your loyal customers


I sometimes come across stories that make me question whether or not the principle of ‘customer experience’ is even scratching the surface in society today. Stories that make me question whether or not organisations we transact with on a daily basis even know what is happening to us as we part with our hard earned … Continue reading