Customer Experience? ‘It’s more than my jobs worth!’

Few of you reading this blog post will not have seen one of these machines. Not many of you will have avoided having to use one in the last twelve months. My recent half term holiday with the family to Lanzarote saw me come into contact with  one such machine. The machine itself is not the [...]

By |2015-04-13T13:35:28+01:00February 26th, 2013|Customer Journeys, People|4 Comments

‘Don’t judge a book by its cover’ – Justin King’s response

Many of you that read the blog post featuring the experience of Helen Kewell (https://ijgolding.com/2013/02/11/dont-judge-a-book-by-its-cover-it-does-not-matter-what-you-look-like-a-customer-is-a-customer/) will be extremely interested to know if Sainsburys responded to the blog. You have probably guessed by the title of this post that they did. To their credit, Sainsburys responded very quickly, advising that it would be passed directly to their [...]

‘Don’t judge a book by its cover’ – it does not matter what you look like, a customer is a customer

This is Helen Kewell. I met Helen and her husband Nick last year whilst attempting to climb too many mountains in too short a space of time. Helen is a very intelligent, witty, attractive mum of three - I am sure she will not mind me saying that she does not look like she has [...]

‘Up-selling = No-selling’ – how Clarins may be damaging their customers experience

What does this picture say to you? Trust me.....this is not a trick question. Let me hit you with some suggestions. It conjures up words to me such as 'relaxing'; 'sumptuous'; 'luxurious'; 'sensual' - exactly the kind of things that would make any woman (and some men) smile if they were given a Clarins facial as a gift. [...]

Re-invention and innovation – why we should all admire Littlewoods

When was the last time you visited a Littlewoods store? Think about it........been a while? Well it would have been at least 8 years ago to be precise. It is all too easy to forget that this icon of British retailing disappeared from our high streets in the mid noughties. Unlike recent retail casualties though, [...]

By |2015-04-13T14:03:51+01:00February 4th, 2013|Customer retention and loyalty, Retail|3 Comments
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