--- title: Our latest thoughts on the issues and solutions in customer experience. | Mark Gould (5) 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. (5) 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/5#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 [![](https://www.retailcx.ie/hubfs/DALL%C2%B7E%202024-09-20%2015.04.32%20-%20An%20illustration%20of%20a%20vibrant%20retail%20environment%20with%20expressive%2c%20exaggerated%2c%20and%20bold%20features.%20Happy%20employees%20and%20customers%20interact%20posi-1.webp)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/building-better-customer-experiences-through-appreciative-inquiry) ## [Building Better Customer Experiences Through Appreciative Inquiry](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/building-better-customer-experiences-through-appreciative-inquiry) Sep 20, 2024, 3:18:54 PM [Read more](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/building-better-customer-experiences-through-appreciative-inquiry) [![](https://www.retailcx.ie/hubfs/DALL%C2%B7E%202024-08-20%2016.16.54%20-%20Create%20a%20split-screen%20image%20inspired%20by%20the%20expressive%20and%20exaggerated%20style%20reminiscent%20of%20Gerald%20Scarfe.%20On%20the%20left%20side%2c%20show%20a%20-1.webp)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/consumer-gripes-lessons-from-the-ccpcs-h1-2024-report) ## [Consumer Gripes: Lessons from the CCPC's H1 2024 Report](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/consumer-gripes-lessons-from-the-ccpcs-h1-2024-report) Aug 20, 2024, 4:36:15 PM [Read more](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/consumer-gripes-lessons-from-the-ccpcs-h1-2024-report) [![UKCSI Report](https://www.retailcx.ie/hubfs/UKCSI-1.png)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/uk-customer-satisfaction-at-the-lowest-level-since-2010) ## [UK Customer Satisfaction at The Lowest Level Since 2010](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/uk-customer-satisfaction-at-the-lowest-level-since-2010) Jul 12, 2024, 3:10:29 PM The UK Customer Satisfaction Index (UKCSI) report for July 2024 indicates the current state of custo... [Read more](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/uk-customer-satisfaction-at-the-lowest-level-since-2010) [![A cartoon of a person yelling at a customer service counter](https://www.retailcx.ie/hubfs/A%20cartoon%20illustration%20in%20the%20style%20of%20Gerald%20Scarfe%20showing%20a%20frustrated%20customer%20making%20a%20complaint%20in%20a%20bank%20branch..webp)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/addressing-customer-complaints-in-irish-banks) ## [Addressing Customer Complaints in Irish Banks](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/addressing-customer-complaints-in-irish-banks) Jul 1, 2024, 4:42:48 PM Irish banks are currently under the spotlight, with a sharp increase in the scrutiny of their handli... [Read more](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/addressing-customer-complaints-in-irish-banks) [![A diesengaged retail employee](https://www.retailcx.ie/hubfs/DALL%C2%B7E%202024-06-14%2016.29.04%20-%20An%20illustration%20in%20the%20style%20of%20Gerald%20Scarfe%20featuring%20a%20female%20employee%20in%20a%20supermarket.%20The%20employee%20has%20exaggerated%20features%20with%20a.webp)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/the-cost-of-disengagement-why-engaged-employees-are-the-key-to-superior-customer-experience) ## [The Cost of Disengagement: Why Engaged Employees are the Key to Superior Customer Experience](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/the-cost-of-disengagement-why-engaged-employees-are-the-key-to-superior-customer-experience) Jun 14, 2024, 4:39:53 PM According to Gallup's recent State of the Global Workplace report, a staggering $8.9 trillion is los... [Read more](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/the-cost-of-disengagement-why-engaged-employees-are-the-key-to-superior-customer-experience) [![](https://www.retailcx.ie/hubfs/IKEA%20Customer%20Experience.jpg)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/leveraging-the-peak-end-rule-in-retail-customer-experience) ## [Leveraging the Peak-End Rule in Retail Customer Experience](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/leveraging-the-peak-end-rule-in-retail-customer-experience) Apr 30, 2024, 6:23:33 PM Introduction The Peak-End Rule (PER) is a concept in behavioural psychology that suggests people jud... [Read more](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/leveraging-the-peak-end-rule-in-retail-customer-experience) [![Frustrated customer at a self-service checkout](https://www.retailcx.ie/hubfs/DALL%C2%B7E%202024-03-28%2011.05.04%20-%20Revise%20the%20illustration%20previously%20created%20in%20the%20style%20of%20Gerald%20Scarfe%20to%20feature%20the%20same%20retail%20setting%20with%20two%20cus.webp)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/elevating-customer-experience-beyond-the-digital-quagmire) ## [Elevating Customer Experience Beyond the Digital Quagmire](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/elevating-customer-experience-beyond-the-digital-quagmire) Mar 28, 2024, 11:31:09 AM I wonder why customer experience seems to be on a downward spiral despite all the digital glitz and ... [Read more](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/elevating-customer-experience-beyond-the-digital-quagmire) [![](https://www.retailcx.ie/hubfs/DALL%C2%B7E%202023-11-29%2017.25.23%20-%20An%20illustration%20in%20the%20style%20of%20Gerald%20Scarfe%2c%20depicting%20a%20frustrated%20female%20customer%20on%20the%20telephone%20with%20customer%20services%2c%20in%20a-1.png)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/irish-consumers-lose-money-time-and-peace-of-mind-when-things-go-wrong) ## [Irish consumers lose money, time, and peace of mind when things go wrong.](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/irish-consumers-lose-money-time-and-peace-of-mind-when-things-go-wrong) Feb 27, 2024, 3:08:13 PM [Read more](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/irish-consumers-lose-money-time-and-peace-of-mind-when-things-go-wrong) [![](https://www.retailcx.ie/hubfs/DALL%C2%B7E%202024-01-29%2017.18.07%20-%20A%20surrealistic%20image%20in%20the%20style%20of%20Salvador%20Dali%20to%20illustrate%20an%20article%20titled%20M.png)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/mastering-the-art-of-customer-friendly-shopping-experiences) ## [Mastering the Art of Customer-Friendly Shopping Experiences](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/mastering-the-art-of-customer-friendly-shopping-experiences) Jan 29, 2024, 5:34:31 PM [Read more](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/mastering-the-art-of-customer-friendly-shopping-experiences) [![](https://www.retailcx.ie/hubfs/Happy%20employee%20and%20happy%20customers.jpg)](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/linking-employee-satisfaction-to-customer-happiness-a-key-to-retail-success) ## [Employee Satisfaction and Customer Happiness](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/linking-employee-satisfaction-to-customer-happiness-a-key-to-retail-success) Jan 22, 2024, 4:22:43 PM [Read more](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/linking-employee-satisfaction-to-customer-happiness-a-key-to-retail-success) [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/4) [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) [7](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/author/mark-gould/page/7) [Next](https://www.retailcx.ie/our-latest-thoughts-on-the-issues-and-solutions-in-customer-experience/author/mark-gould/page/6) [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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