You approach the front of the store with an element of trepidation. Unsure what will happen inside, you are weighing up the odds of coming out alive. It is like the latter stages of the famous children's book, We're Going on a Bear Hunt, as you tip toe into a deep dark cave, to be [...]
A few weeks ago, I introduced my perspective on the significance of a customer experience framework and how it can help an organisation to focus its customer experience efforts (https://ijgolding.com/2013/03/26/strategy-measurement-people-a-simple-framework-for-managing-customer-experience/) The framework I personally deploy when working with an organisation has three core components – STRATEGY (or proposition); MEASUREMENT (or facts); and PEOPLE (or engagement [...]
This is a picture of a bunny shaped pizza. Now that is surely the most original start to any of my blog posts! How can anyone that writes about the subject of customer experience be able to use a picture of a pizza shaped like a rabbit as a source for a post? Well please allow me [...]
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 [...]
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 [...]
It gives me absolutely no pleasure to write a blog about an organisation that is in significant financial difficulty. It is at times like this that our thoughts should be with the employees that may not have employment for much longer, and the suppliers, some of whom run small companies, that will potentially be out [...]
It is impossible to get everything right 100% of the time - that is a fact. As a Lean Six Sigma Master Black Belt (yes that is a genuine 'qualification'), I learned a long time ago that perfection is rarely 100%. Just to dwell on this point for a second - Six Sigma itself is [...]
McDonald's are unlikely to be the only organisation that offers 'something for nothing' to all of its customers. However, McDonald's are in my opinion the only organisation to be able to offer 'something for nothing' to so many people in so many places. In the UK alone, there are now approximately 1,200 McDonald's restaurants - [...]
This is the iconic London hotel, Claridges. The temporary residence of the very rich and famous, it has hosted Kings, Queens and Emperors from all over the world. Built in the 19th century, it still remains every bit as beautiful as the day it first opened its doors. Claridges is currently the subject of a [...]
Everyone (at least almost everyone) has a favourite movie. Whether it be 'An Officer and a Gentlemen', 'ET', 'Gandhi', 'The Sound of Music' or even the latest Bond movie - 'Skyfall'. We all love going to the cinema and being 'wowed' by the stars of the big screen. Now you may be wondering why I am [...]
