I am writing this blog post late into the night on the 30th April 2014. For a while I have intended writing a post that uses an airport as the analogy for getting the start and the end of the customer journey absolutely bang on. My experience this evening has meant that I must write [...]
It is difficult to find anyone who does not like John Lewis. It is difficult to find anyone who does not trust John Lewis. The UK department store with the distinctive green and white logo has been the undisputed retail King of customer satisfaction for many many years. In my 42nd year, I can still recall as though [...]
Every now and then, articles in the news catch my eye - usually because they have an undoubtable link to the world of customer experience. Whilst I like to think that I have an opinion on most things, there are times when I feel that others are more qualified to talk about certain topics than [...]
It is important for me to admit at the start of this review that I have never been an advocate of Ryanair. Many have heard me state that I would rather swim than use the airline that has built a reputation over the years for putting the balance sheet a long way ahead of its customers [...]
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 [...]
Many congratulations to Currys PC World for being the first to feature in my new series of 'customer experience reviews' that will become a staple on my blog going forward. As regular readers of my blog are all too aware, I often use real life stories to bring the subject of customer experience to life - so [...]
One thing is certain in the environment we live in today - innovation is essential if organisations want to achieve sustainable growth. Innovation will help ensure that our ever changing and more demanding needs as consumers are met. In this guest blog post, I am delighted to introduce you to Ben Claxton - Ben is [...]
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 [...]
