Customer Experience Consultant, Author and Speaker
My mission is simple: to inspire, educate and build capability to empower customer-centric growth. I am a customer experience consultant, author and speaker. Empowering Customer-Centric Growth™ is based on the idea of ‘what is great for customers is great for business’.
Most business leaders I speak with feel challenged by rapid shifts in consumer behaviour, digitization of services and global competition – foremost on their minds is perfecting the customer experience to drive customer growth.
For businesses to remain competitive, a whole of company customer mindset is needed – where customers are at the centre of decision-making to create frictionless experiences that promote loyalty and customer advocacy.
Research shows that 92% of customers now trust word-of-mouth recommendations from friends and family over all forms of advertising.
So creating great customer experiences not only affects current customer purchasing but positively influences future purchasing too.
With over 20 years’ experience in customer-led growth, my expertise stretches across B2B & B2C and includes work in the finance, retail, health, communications and not-for-profit sectors.
Powerful, inspiring and actionable are the words used to describe my conference keynotes and seminar presentations.
My customer-centric approach to solving customer growth challenges has helped businesses of all sizes facilitate transformation of culture, services and marketing to deliver superior business performance.
My speaking, training and consulting is designed to foster a culture of customer centricity, build customer experience capability and help transform customer experiences.
Amazon Book Reviews: Customer Experience is the Brand
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