About Mark Gould

With extensive experience as a senior retail executive in a number of diverse retail organisations, I have delivered the development and implementation of customer experience transformation programmes that have resulted in demonstrable improvements in commercial results.

Using Customer Feedback to Improve Customer Experience and Business Results

Join us in Dublin on 25th September when Ben Ward (Commercial Director of Mothercare), Oisin Ryan (Co-Founder of ServiceDock), and Mark Gould (MD of CP2 Experience) will share their successes and challenges in delivering value from Customer Experience initiatives. Most organisations understand that factors such as customer loyalty, retention, advocacy, satisfaction and brand preference have a causal relationship on financial performance. However, [...]

By | July 31st, 2019|Blog|Comments Off on Using Customer Feedback to Improve Customer Experience and Business Results

This isn’t just a failed business transformation, this is a Marks & Spencer failed business transformation

This isn’t just a failed business transformation, this is a Marks & Spencer failed business transformation As the reality of the first of 100 M&S store closures across the UK was greeted by demonstrations from angry customers last week, I have been reflecting on why this venerable British retailer has failed in numerous attempts at [...]

By | February 8th, 2019|Blog|Comments Off on This isn’t just a failed business transformation, this is a Marks & Spencer failed business transformation

Why Effective Complaint Management is an Essential Part of an Exceptional Customer Experience

Why Effective Complaint Management is an Essential Part of an Exceptional Customer Experience Busting some myths It may sound counter-intuitive but, customer complaints are good for business. Many organisations do not make it easy for customers to complain and as a result they delude themselves into thinking all is ok when they may have real [...]

By | November 6th, 2018|Blog|Comments Off on Why Effective Complaint Management is an Essential Part of an Exceptional Customer Experience

Ryanair Ignores The Link Between Customer Experience and Employee Experience

Ryanair Ignores the Link Between Customer Experience and Employee Experience Ryanair demonstrates what happens when leadership ignores the link between the customer experience and their employee experience. Ryanair and its customers have suffered a wave of strikes over recent weeks with German pilots joining Irish, Belgian, Swedish and Dutch colleagues on the picket line, forcing [...]

By | August 23rd, 2018|Blog|Comments Off on Ryanair Ignores The Link Between Customer Experience and Employee Experience