Maravilloso!! A Spanish lesson in customer retention

Cambio de Tercio is a Spanish restaurant in London. To be precise, it is a Spanish restaurant on the Old Brompton Road in South Kensington. I must make it clear that I am not a restaurant critic (although I would dearly love to be!!), and as such, this blog is not intended to be a [...]

Can I offer you a complimentary glass of Champagne sir? Now that is how to recover a customer experience!

A few weeks ago, I posted a blog about the exclusive London hotel, Claridges (https://ijgolding.com/2012/12/11/2160-a-night-what-can-we-learn-from-claridges/). Inspired by the BBC2 documentary about the hotel, I wanted to share my views on what we could all learn from the wonderful service culture that underpins the whole establishment. What I saw on TV also inspired me to book [...]

By |2015-04-13T14:04:01+01:00January 28th, 2013|Customer retention and loyalty|2 Comments

Learn to walk before you start running! – do not bite off more than you can chew in your CX programme

All CX professionals have a plan. It is what defines us as passionate leaders in our field. We have multiple ideas in our minds of what we want to do and how we want to do them when we enter an organisation for the first time. Joining an organisation at the start of its CX journey is a little like putting [...]

By |2015-04-13T14:04:06+01:00January 22nd, 2013|CX Professionals, CX Strategy|0 Comments

‘I cannot get in, its snowing too hard’ – ‘I could have worked from home though’

January 2013 is rapidly becoming like December 2010. Many of you based in the UK reading this will have very clear recollections of what happened just over two years ago - the kids may have loved it, but for many businesses, it was not pretty! As I look out of my window watching the snow [...]

By |2015-04-13T14:04:10+01:00January 21st, 2013|Communication Channels, CX Strategy, People|1 Comment

How did he do that!!! – Great experiences come in all shapes and sizes!

This handsome young man is called Daniel Rhodes. Last weekend at my wife Naomi's 40th birthday celebrations, Dan (as he prefers to be called) literally wowed everyone he met. At 9 years old, there is no doubting that he has a huge talent. There is no doubting that he will become extremely well-known (hopefully). But what [...]

By |2015-04-13T14:04:34+01:00January 16th, 2013|Customer Journeys, People|2 Comments

‘Why would customers shop with us?’ – the question HMV should have asked!!

It gives me absolutely no pleasure to write a blog about an organisation that is in significant financial difficulty. It is at times like this that our thoughts should be with the employees that may not have employment for much longer, and the suppliers, some of whom run small companies, that will potentially be out [...]

By |2015-04-13T14:04:37+01:00January 15th, 2013|Customer Journeys, Retail|1 Comment
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