Pauline Golding Archives

Making the Customer Experience Magical – The Power of Surprising and Delighting Customers!
Gallery
Making the Customer Experience Magical – The Power of Surprising and Delighting Customers!

Customer Journeys, Customer retention and loyalty, CX Strategy, People

Making the Customer Experience Magical – The Power of Surprising and Delighting Customers!

A great deal of my work as a Customer Experience Specialist involves the recounting of stories. Contrary to popular belief, not all of the stories I tell are of the negative variety! As students of Customer Experience will attest, the use of storytelling to ‘bring to life’ the benefits and consequences of ‘operationalising’ Customer Experience [...]

By Ian Golding|2016-05-05T12:22:12+01:00May 3rd, 2016|Customer Journeys, Customer retention and loyalty, CX Strategy, People|5 Comments

McDonalds and the 100 year old woman – a story of customer empathy, kindness & caring
Gallery
McDonalds and the 100 year old woman – a story of customer empathy, kindness & caring

Customer retention and loyalty, People

McDonalds and the 100 year old woman – a story of customer empathy, kindness & caring

This is Pauline Golding, pictured with her three great-grandchildren, Ciara, Caitie and Jack. On the 1st May my grandma celebrated her 100th birthday. To think that Pauline was born before the 1st World War started (just) is quite astonishing. To comprehend the experiences she has witnessed over the last 100 years is unfathomable. It is [...]

By Ian Golding|2015-04-13T13:21:08+01:00May 8th, 2014|Customer retention and loyalty, People|15 Comments