The current state of Customer Experience in Retail: The ForeSee Experience Index (FXI)

The business world as we have always known it is changing. Many would argue that is always has been - changing that is. Since the dawn of time, human beings have been interacting with each other, exchanging money for goods and services. Only yesterday, a contact of mine shared an article with me about, what [...]

By |2018-08-30T08:13:54+00:00August 30th, 2018|Customer Journeys, CX Measurement, CX Strategy, Retail|0 Comments

Saving Britain’s High Streets – what can we learn from our European cousins?

The state of Britain's High Streets is a subject I have blogged about in the past - here are three of my most recent posts: I'm not paying to park! Why the British High Street might be struggling (October 2012) - https://ijgolding.com/2012/10/18/im-not-paying-to-park-why-the-british-high-street-might-be-struggling/ Stop talking and act NOW!! Is it too late for our high streets? (March 2013) - [...]

By |2015-04-13T13:27:41+00:00September 3rd, 2013|Retail, Travel|8 Comments

Sometimes the experience just does not matter – the example of Sports Direct

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 [...]

By |2015-04-13T13:30:34+00:00June 13th, 2013|Customer Journeys, Retail|13 Comments

‘Its simple – I just give my customers what they need and they keep coming back!’

In February 2012, I delivered a presentation to the University of Lancaster Management School. The session focussed on why putting the customer at the heart of business strategy is evolving the Retail Industry around the globe. Essentially, it sums up my perception of what is going on in the high street. The audience was made [...]

By |2015-03-30T11:29:55+00:00April 15th, 2013|CX Strategy, Retail|0 Comments

‘Don’t judge a book by its cover’ – Justin King’s response

Many of you that read the blog post featuring the experience of Helen Kewell (https://ijgolding.com/2013/02/11/dont-judge-a-book-by-its-cover-it-does-not-matter-what-you-look-like-a-customer-is-a-customer/) will be extremely interested to know if Sainsburys responded to the blog. You have probably guessed by the title of this post that they did. To their credit, Sainsburys responded very quickly, advising that it would be passed directly to their [...]

I’m not paying to park! Why the British high street might be struggling

I woke up this morning to see and hear reports about the continuing demise of the British high street. According to the media, up to 30 high street chain stores are closing on a daily basis. These stores are being replaced by pawnbrokers, bookmakers and charity shops. Here is one perspective from the Independent newspaper [...]

By |2015-04-13T14:06:53+00:00October 18th, 2012|Customer Journeys, Retail|9 Comments

Who asked us? Is it right to suspend Sunday trading laws for the Olympics?

It was my good lady wife that drew my attention to the subject of this latest blog. 'Did you know that from this Sunday the usual trading laws have been temporarily suspended for the Olympics?' I truthfully had no idea. In fact, almost everyone I spoke to this weekend did not know either - was [...]

By |2015-03-30T11:31:27+00:00July 23rd, 2012|Retail|0 Comments