apology Archives - I J Golding

Enterprise-Rent-a-Car: How to turn a ‘promoter’ into a ‘detractor’ in 1,2,3!
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Enterprise-Rent-a-Car: How to turn a ‘promoter’ into a ‘detractor’ in 1,2,3!

Customer Journeys, Customer retention and loyalty, CX Measurement, CX Reviews, CX Strategy, Recovery

Enterprise-Rent-a-Car: How to turn a ‘promoter’ into a ‘detractor’ in 1,2,3!

It fills me with no joy to have to write a post about companies that have delivered unacceptable Customer Experiences. It fills me with even less joy to have to do so about an organisation that I have previously admired. Regular readers of my blog know by now that I write about the good, the [...]

By Ian Golding|2015-05-20T12:17:30+01:00May 20th, 2015|Customer Journeys, Customer retention and loyalty, CX Measurement, CX Reviews, CX Strategy, Recovery|0 Comments

@Morrisons customer service: Fluke or designed to delight?
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@Morrisons customer service: Fluke or designed to delight?

Customer Journeys, Recovery, Retail, Social Media

@Morrisons customer service: Fluke or designed to delight?

At the end of May 2013, I wrote a blog post about a loaf of bread. Whilst this might sound rather odd to those of you who have not had the chance to read it, the loaf of bread itself was not the centrepiece of the story. The story centred on the use of social [...]

By Ian Golding|2015-04-13T13:28:49+01:00July 30th, 2013|Customer Journeys, Recovery, Retail, Social Media|4 Comments