The Gait Post

Chasing Cars

I decided it was time for a new car a few weeks ago. This should be a moment and time of excitement and joyous anticipation,

Read More »

Hotel California

Went away last weekend for the bank holiday, and arrived at the hotel at 2.30pm. https://www.premierinn.com/gb/en/home.html We were told our room wasn’t ready, and wouldn’t be

Read More »
Customer Experience

OK Computer

When are insurance companies going to wake up and realise it’s no longer the 90s? I needed to amend 2 policies this week, both with

Read More »
Happy Customers

Shiny Happy People

Am pleased to write about some great experiences this week following my house move. We are quick to share our bad experiences and call out

Read More »

It’s a Gas Gas Gas

Have been selling a house recently, and am in the middle of moving everything this week, and it’s been enlightening to see the self-serve and

Read More »

Don’t Speak

It is 480 days since the first lockdown was announced in March last year. This is longer than it took for the Empire State Building

Read More »

Blood on the Tracks

The state of customer service and user experience on Britain’s railways and the delay repay scheme is well past being a national joke. Its from

Read More »

Groovy Train

This week’s guest blog is from Vicky Carruthers. I am off to the North West coast of Scotland soon. It is a rearranged holiday from

Read More »

Hanging on the Telephone

There is now a lot of customer dissatisfaction about wait times to the contact centre and with companies blaming this on Covid. In This Report last week

Read More »

Material Girl

A lot of retailers have suddenly woken up to how valuable their contact centres are, having relied solely on their stores until now, viewing the

Read More »

Together Forever

The Virgin Media and 02 merger has now been given approval to proceed. I’m curious as to know what this is going to mean for

Read More »

A Tribute to Don Hales

I was desperately sad to hear of the passing of Customer Service legend Don Hales last Friday. The word legend is often overused, but when

Read More »

Bank of Bad Habits

Anthony Healds frustrations with Sainsbury’s Bank last week struck a chord with me. If you didn’t see it, here it is. “Four and a half

Read More »

Chasing Cars

I decided it was time for a new car a few weeks ago. This should be a moment and time of excitement and joyous anticipation,

Read More »

Hotel California

Went away last weekend for the bank holiday, and arrived at the hotel at 2.30pm. https://www.premierinn.com/gb/en/home.html We were told our room wasn’t ready, and wouldn’t be

Read More »
Customer Experience

OK Computer

When are insurance companies going to wake up and realise it’s no longer the 90s? I needed to amend 2 policies this week, both with

Read More »
Happy Customers

Shiny Happy People

Am pleased to write about some great experiences this week following my house move. We are quick to share our bad experiences and call out

Read More »

It’s a Gas Gas Gas

Have been selling a house recently, and am in the middle of moving everything this week, and it’s been enlightening to see the self-serve and

Read More »

Don’t Speak

It is 480 days since the first lockdown was announced in March last year. This is longer than it took for the Empire State Building

Read More »

Blood on the Tracks

The state of customer service and user experience on Britain’s railways and the delay repay scheme is well past being a national joke. Its from

Read More »

Groovy Train

This week’s guest blog is from Vicky Carruthers. I am off to the North West coast of Scotland soon. It is a rearranged holiday from

Read More »

Hanging on the Telephone

There is now a lot of customer dissatisfaction about wait times to the contact centre and with companies blaming this on Covid. In This Report last week

Read More »

Material Girl

A lot of retailers have suddenly woken up to how valuable their contact centres are, having relied solely on their stores until now, viewing the

Read More »

Together Forever

The Virgin Media and 02 merger has now been given approval to proceed. I’m curious as to know what this is going to mean for

Read More »

A Tribute to Don Hales

I was desperately sad to hear of the passing of Customer Service legend Don Hales last Friday. The word legend is often overused, but when

Read More »

Bank of Bad Habits

Anthony Healds frustrations with Sainsbury’s Bank last week struck a chord with me. If you didn’t see it, here it is. “Four and a half

Read More »