"How to get more sales from your existing customers, without spending a penny more on marketing"

Getting your brand’s customer experience right can be your single most valuable competitive advantage.

When you get this right you create loyal customers, who come back for more and recommend you to others...

Which means you need to spend less on your marketing

And you make more profit

"Stop letting your customers walk away"

Download my free book

"The 7 Common Profit Plundering Service Pitfalls that Unwittingly Leave Customers Feeling Unimpressed, Uninspired & Unloved"

Please send me a copy of the pitfalls book

Would your customers put your business in the 8%?

Independent research has shown that if you asked 100 business owners if they deliver a superior customer experience”, 80% on average would say yes.

Unfortunately if you asked their customers the same question, typically just 8% would agree!

My Mission

My mission is to help hospitality, leisure and tourism businesses make their customer experience their key point of differentiation, so they become one of the 8%.

It saddens me when I see businesses with a brilliant product, a beautiful venue or an amazing concept.

But, they throw away their potential by leaving their customers feeling unimpressed, uninspired or unloved.

And it’s so often silly little things that leave customers feeling this way.


Although your team are the key drivers of your customer experience, I realise that creating a customer focused culture doesn’t just start and end with telling your team how to deal with customers.

You need them to be engaged and committed to caring for your customers. If you look after them well, they’ll look after your customers well.

Delivering great customer experience needs to be in your DNA and requires a whole infrastructure to support it.

And, critical to achieving this is ensuring everyone in your business is clear on the customer experience you are aiming to create, so everyone is aligned.

My focus is on providing the focus, resources and skills to develop your customer experience strategy and build a customer focused culture, which leads to naturally loyal team members who create naturally loyal long-term customers.

This means you:

      • Involve your managers so you have total buy in and everyone is aligned
      • Have complete flexibility to make continuous incremental improvements towards creating your culture
      • Save a small fortune on your training and marketing budgets

And leaves you in control.

Yes, please Caroline. I'd like to book one of your "8% Strategy Calls"

This is how I can help…

      • Working one-on-one with business owners, focusing on your customer experience strategy, so everyone in your business is aligned
      • Developing leadership skills for managers of customer facing teams so they lead, coach and support their teams so they stay engaged in delivering a brilliant customer experience
      • Writing bespoke training material and providing affordable online resources to support you in delivering your customer experience strategy
      • Providing tools and guidance to measure and improve employee engagement
      • Helping you put into place the right infrastructure to create a Customer Focused Culture which enables you to deliver a consistent customer experience.

Valuable Free Resources from Caroline

The service your customers receive and how this leaves them feeling is your single biggest marketing opportunity. It becomes part of your brand and the number one way to differentiate your business from your competition.

Don’t leave it to chance.

“I worked with Caroline on a values session, unlike our previous values workshop with another facilitator, we ended Caroline’s session with clear values and the team were all aligned! It was a real pleasure to work with Caroline”

Mike Walker, Managing Director at MGN events

"I've learned that people will forget what you said,
people will forget what you did,
but people will never forget how you made th
em feel."
                                                                                                    Maya Angelou

Which of these service pitfalls are losing you business?