online customer reviews Archives

Never rest on your laurels (or your brand name)! How the Waldorf Astoria can serve as a lesson to all!
Gallery
Never rest on your laurels (or your brand name)! How the Waldorf Astoria can serve as a lesson to all!

Customer Journeys, Customer retention and loyalty, Social Media, Travel

Never rest on your laurels (or your brand name)! How the Waldorf Astoria can serve as a lesson to all!

Doing what I do for a living, I am not easily shocked when I am exposed to unsatisfactory Customer Experiences - either my own, or those that are shared with me. This week, a good friend of mine shared a video clip that almost made me spit out the mouthful of coffee I had just [...]

By Ian Golding|2015-06-15T17:22:42+01:00June 15th, 2015|Customer Journeys, Customer retention and loyalty, Social Media, Travel|1 Comment

Online Customer Reviews : “Sorry – Your review didn’t quite meet our guidelines”
Gallery
Online Customer Reviews : “Sorry – Your review didn’t quite meet our guidelines”

Communication Channels, Customer Journeys, Recovery, Retail

Online Customer Reviews : “Sorry – Your review didn’t quite meet our guidelines”

This week I am delighted to feature a new guest blogger. Steve Drake is a Retail Director with a wealth of international and UK experience, across both the strategic and operational aspects of the customer experience mix. His post is a personal story that questions the lack of transparency that some retailers have with their [...]

By Ian Golding|2015-04-13T15:38:10+01:00August 5th, 2014|Communication Channels, Customer Journeys, Recovery, Retail|7 Comments