jw marriott Archives - I J Golding

Customer Experience is Dead – The case for the defence (no it’s not!)
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Customer Experience is Dead – The case for the defence (no it’s not!)

Customer retention and loyalty, CX Professionals, CX Strategy, Travel

Customer Experience is Dead – The case for the defence (no it’s not!)

Two weeks ago I wrote a blog post suggesting that Customer Experience as a concept and a reality was very much dead. Citing three 'exhibits' as evidence, I made the case for there being no hope for the profession that I am proud to be a part of. Fuelled by the simple fact that consumers [...]

By Ian Golding|2015-04-13T13:19:47+01:00June 10th, 2014|Customer retention and loyalty, CX Professionals, CX Strategy, Travel|0 Comments

JW Marriott Kuala Lumpur – Customer Experience Review
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JW Marriott Kuala Lumpur – Customer Experience Review

Customer Journeys, CX Reviews, Travel

JW Marriott Kuala Lumpur – Customer Experience Review

This is the second Customer Experience Review I have conducted in the last couple of weeks. Two weeks ago, I wrote my first review of a hotel – Wotton House in Surrey. If you have read that review, you will already know that the experience fell a long way short of meeting my expectations (you [...]

By Ian Golding|2015-04-13T13:19:59+01:00June 6th, 2014|Customer Journeys, CX Reviews, Travel|3 Comments