--- title: Our latest thoughts on the issues and solutions in customer experience. | Mark Gould (4) description: I'm a seasoned retail customer experience expert with a 30+ year track record of driving growth and customer loyalty. I help retailers and service businesses develop and execute winning strategies through customer research, journey mapping, employee training, and top-notch customer service. Let me help you deliver exceptional customer experiences and achieve your business goals. (4) image: https://www.retailcx.ie/hubfs/download%20%283%29.jpg --- [Skip to content](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/author/mark-gould/page/4#main-content) [![RetailCX Success through customer experience](https://www.retailcx.ie/hs-fs/hubfs/logo-transparent-png-1.png?width=300&height=84&name=logo-transparent-png-1.png)](https://www.retailcx.ie) - [Home](https://www.retailcx.ie/) - [Who We Are](https://www.retailcx.ie/about) - [What We Do](https://www.retailcx.ie/what-we-do) - [What We Deliver](https://www.retailcx.ie/challenges-we-solve) - [Who We Work With](https://www.retailcx.ie/who-we-work-with) Show submenu for Who We Work With - [Shaws Department Stores](https://www.retailcx.ie/who-we-work-with-shaws-department-stores) - [Primark](https://www.retailcx.ie/who-we-work-with-primark) - [Permanent TSB](https://www.retailcx.ie/who-we-work-with-permanent-tsb) - [Blog](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience) - [Talk With Us](https://www.retailcx.ie/contact) Open main navigation Close main navigation - [Home](https://www.retailcx.ie/) - [Who We Are](https://www.retailcx.ie/about) - [What We Do](https://www.retailcx.ie/what-we-do) - [What We Deliver](https://www.retailcx.ie/challenges-we-solve) - [Who We Work With](https://www.retailcx.ie/who-we-work-with) Show submenu for Who We Work With - [Shaws Department Stores](https://www.retailcx.ie/who-we-work-with-shaws-department-stores) - [Primark](https://www.retailcx.ie/who-we-work-with-primark) - [Permanent TSB](https://www.retailcx.ie/who-we-work-with-permanent-tsb) - [Blog](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience) - [Talk With Us](https://www.retailcx.ie/contact) # Our latest thoughts on the issues and solutions in customer experience [![Store greeting](https://www.retailcx.ie/hubfs/Greeting%202-2.png)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/how-one-retail-manager-reduced-complaints-by-40-with-one-behavioural-nudge) ## [How One Retail Manager Reduced Complaints by 40% with One Behavioural Nudge](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/how-one-retail-manager-reduced-complaints-by-40-with-one-behavioural-nudge) Apr 8, 2025, 5:46:42 PM [Read more](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/how-one-retail-manager-reduced-complaints-by-40-with-one-behavioural-nudge) [![](https://www.retailcx.ie/hubfs/A%20customer%20sits%20at%20a%20table%2c%20visibly%20angry%20and%20frustrated-1.webp)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/5-things-to-say-when-a-customer-is-furious-but-still-right) ## [5 Things to Say When a Customer Is Furious (But Still Right)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/5-things-to-say-when-a-customer-is-furious-but-still-right) Mar 25, 2025, 5:45:45 PM [Read more](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/5-things-to-say-when-a-customer-is-furious-but-still-right) [![Phone screen displaying a "Service Unavailable" message](https://www.retailcx.ie/hubfs/Close-up%20shot%20of%20a%20smartphone%20screen%20%20displaying%20a%20%20Service%20Unavailable%20error%20message-1.jpg)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/when-it-fails-trust-falls-practical-strategies-to-protect-your-customer-experience) ## [When IT Fails, Trust Falls: Practical Strategies to Protect Your Customer Experience](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/when-it-fails-trust-falls-practical-strategies-to-protect-your-customer-experience) Mar 7, 2025, 5:42:24 PM [Read more](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/when-it-fails-trust-falls-practical-strategies-to-protect-your-customer-experience) [![IKEA and Tesco](https://www.retailcx.ie/hubfs/Tesco%20v%20IKEA-1.jpg)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/tescos-misstep-vs-ikeas-smart-play) ## [Tesco’s Misstep vs IKEA’s Smart Play](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/tescos-misstep-vs-ikeas-smart-play) Feb 25, 2025, 3:41:50 PM [Read more](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/tescos-misstep-vs-ikeas-smart-play) [![](https://www.retailcx.ie/hubfs/UKCSI-January%202025.png)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/the-human-factor-in-retail-insights-from-the-2025-uk-customer-satisfaction-index) ## [The Human Factor in Retail: Insights from the 2025 UK Customer Satisfaction Index](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/the-human-factor-in-retail-insights-from-the-2025-uk-customer-satisfaction-index) Jan 15, 2025, 7:04:51 PM [Read more](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/the-human-factor-in-retail-insights-from-the-2025-uk-customer-satisfaction-index) [![](https://www.retailcx.ie/hubfs/Image%20for%20tyre%20and%20TV%20story-1.png)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/why-connecting-with-customers-outshines-product-expertise-in-retail) ## [Why Connecting with Customers Outshines Product Expertise in Retail](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/why-connecting-with-customers-outshines-product-expertise-in-retail) Jan 8, 2025, 4:53:21 PM [Read more](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/why-connecting-with-customers-outshines-product-expertise-in-retail) [![](https://www.retailcx.ie/hubfs/2025%20Trends%203.webp)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/2025-retail-trends-that-will-shape-customer-loyalty) ## [2025 Retail Trends That Will Shape Customer Loyalty](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/2025-retail-trends-that-will-shape-customer-loyalty) Nov 22, 2024, 5:28:27 PM [Read more](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/2025-retail-trends-that-will-shape-customer-loyalty) [![An older shopper](https://www.retailcx.ie/hubfs/Older%20Shopper.png)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/why-retailers-must-prioritise-older-shoppers) ## [Adapting to a New Wave: Why Retailers Must Prioritise Older Shoppers](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/why-retailers-must-prioritise-older-shoppers) Nov 13, 2024, 4:27:33 PM [Read more](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/why-retailers-must-prioritise-older-shoppers) [![Illustration showing the contrast beween a great and poor retail experience](https://www.retailcx.ie/hubfs/A%20cartoon%20illustration%20capturing%20a%20retail%20setting%20divided%20into%20two%20contrasting%20sides..webp)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/10-small-mistakes-that-are-hurting-your-customer-experience-and-how-to-avoid-them) ## [10 Small Mistakes That Are Hurting Your Customer Experience](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/10-small-mistakes-that-are-hurting-your-customer-experience-and-how-to-avoid-them) Nov 4, 2024, 5:34:35 PM [Read more](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/10-small-mistakes-that-are-hurting-your-customer-experience-and-how-to-avoid-them) [![An illustration showing an animated scene of a bustling concert ticket booth with a large digital screen displaying 'Oasis Concert 2025' and fluctuating ticket prices.](https://www.retailcx.ie/hubfs/Dynamic%20Pricing-1.webp)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/the-controversy-of-dynamic-pricing-lessons-from-the-oasis-ticket-scramble) ## [The Controversy of Dynamic Pricing: Lessons from the Oasis Ticket Scramble](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/the-controversy-of-dynamic-pricing-lessons-from-the-oasis-ticket-scramble) Sep 27, 2024, 4:52:46 PM [Read more](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/the-controversy-of-dynamic-pricing-lessons-from-the-oasis-ticket-scramble) [First](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/author/mark-gould) [Prev](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/author/mark-gould/page/3) [2](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/author/mark-gould/page/2) [3](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/author/mark-gould/page/3) [4](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/author/mark-gould/page/4) [5](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/author/mark-gould/page/5) [6](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/author/mark-gould/page/6) [Next](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/author/mark-gould/page/5) [Last](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/author/mark-gould/page/7) At RetailCX, we are committed to helping businesses create exceptional customer experiences. 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