Broken Promises: the easiest way to destroy the Customer Experience!

When it comes to the subject of Customer Experience, there is one thing I can say with absolute certainty - if you make a promise or a commitment to a customer, you had better keep it! Telling a customer you are going to do something is as good as making a solemn vow. Making a [...]

How to turn a great customer experience into a terrible one: Hammonds, the fitted furniture company

I am often asked how I find so much to write about on the subject of Customer Experience. Happily and sadly too many organisations make it very easy. So many of us experience great things (less so) and awful things (too often) on a regular basis, that I am inundated with stories that bring to [...]

Falling out of love with John Lewis – even the best find it tough to deliver consistently good customer experiences

This is not the first time I have written about John Lewis. A British retailer recognised by many as the epitome of a people (customers and employees) focused brand, their challenge for a long time has been to maintain their position as a Customer Experience leader for others to look up to and admire. Founded [...]

Missed opportunities and the ‘not my job’ attitude – how Customer Experience can go very wrong

Every week friends and family share stories with me. The stories are a reflection of what is happening in the real world - the world we all live in as consumers and customers. Whilst many of the stories are positive reflections of people doing great things, more often than not, the story is one that [...]

Customer Experience is Dead – the case for the prosecution!

Over the last ten years, I have observed and been part of a tidal wave of focus on Customer Experience. Despite the fact that customer journeys have always existed (although few actually realised it) and customers have always been willing to give feedback, it is only since the start of the new millennium that organisations began [...]

What irritates customers most? The top five irritations revealed!

A few weeks ago, I decided to conduct some independent research. I wanted to know what was really important to us as customers of organisations, and was very excited to produce a blog post revealing the 'top five' things we want earlier this month - https://ijgolding.com/2013/11/06/what-do-customers-really-want-the-top-five-most-important-things-revealed/. The research asked 4 further questions: What irritates you most as [...]

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