Explaining the power of customer expectation: stories of splashing sinks, free tea and broken curtains!

Last week was as manic as they get for me. Prague, Oxford, London and Copenhagen were all on my itinerary in a mad, exciting and fruitful five days. Despite all the travelling I do these days, I am still someone who gets excited about travelling to places I have never been before. I often do not get much [...]

By |2015-04-13T15:30:54+01:00November 18th, 2014|Customer retention and loyalty, Travel|3 Comments

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
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