Hi, and thank you for taking the time to view my profile.
A little about me…..I'm a former teacher, economist, analyst, corporate strategist and business developer.
For over 25 years, I have been growing and helping develop customer-focused large and small businesses, and for the last 20 years, I have worked independently as a consultant and advisor to businesses.
During this time, I’ve had the opportunity to collaborate with some of the world's largest and most innovative brands across strategy, customer service and experience, customer insight, marketing, and business development.
My clients have included brands such as 1-800Contacts, Adobe, Apple, Cancer Research UK, Costa Coffee, the UK Gov’s Crown Commercial Service, Diesel, ING, Intercontinental Hotel Group, KFC, KPMG, ING, Kramp, Lloyds, Harper Collins, Médecins Sans Frontières, Megger, Microsoft, Nespresso, NowTV, Olympus, Pearson, Philips, Sky, Talk Talk and Zoom as well as numerous tech vendors and many smaller and medium-sized businesses.
Over the years, I’ve written four books on how to improve customer service and experience (one is now out of print, one was a best-seller, and two of the others were described as genre-busting), have run a podcast focusing on the customer service and experience space since January 2011, and have been writing about and researching what it takes to deliver a standout customer experience since 2008.
Throughout that time, I’ve always looked for innovative ideas and methods to drive better practices and outcomes, and to move things forward, both for my clients and the broader service and experience field.
One of the books I authored, Punk CX, exemplifies that approach. When it was first published, it was described as a genre-breaking book, combining my passions for great experiences and service, graphic/street art, and punk music.
You can find out more about how I work with different businesses here.
If you have an issue or challenge that you would like to discuss, then please contact me using the details below.