It’s more than just a card…

According to a recent Accenture report the UK has the biggest percentage of people telling their friends about poor experiences.   So to build loyalty is it just about having a loyalty card?   Of course not, but when I tell people I help businesses build loyalty it’s always the first thing they think of. […]


Do you ever fall down at the final fence?

What a waste! You’ve had a fantastic time. You’ve been well cared for, attended to with fantastic hospitality. Your meal, stay or day out was wonderful, the atmosphere was relaxed and all your friends and family have had a good time. But then it all turns sour. It’s time to go home and suddenly no […]


Damage Limitation

Even with the best will in the world sometimes there are things that go wrong; accidents happen, things get missed or events occur that are totally out of your control. So what can we be doing the lessen the impact on our customers’ experience and limit the potential damage to our reputation? Prevention is better […]


Begin with the end in mind

If you’re familiar with Stephen Covey’s “The 7 Habits of Highly Effective People” you’ll know that the second habit is “begin with the end in mind”. Whenever I’m talking to businesses about the customer experience I find this is the best place to start. I like them to imagine either the conversation customers will be […]


Five easy ways to reward your team

……..and bring a smile to their face, that won’t cost you a fortune in bonuses or incentives. People are often referred to as a business’s most valued asset and in experience-based businesses more than any your team can make or break the customers’ experience.  They are certainly also one of your biggest overheads. Are you […]


Who’s talking about you behind your back?

‘There is only one thing in life worse than being talked about, and that is not being talked about.’ Oscar Wilde So what do you do to get your customers (or your team, suppliers or joint venture partners) talking about you? There’s nothing like a glowing review, testimonial or referral to endorse your business. Pick […]