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The podcast series to put the power of success in your hands, and help you expose the myths, master the methods, conquer the challenges, and enjoy the benefits of having happy, loyal, and supportive customers, by getting customer experience right!

Customer experience has become one of the most talked-about, but high-risk and reluctant areas of business investment.  Everyone seems to agree it’s important, but find it hard to justify why it’s important, why it should be improved, how much should be spent on it, and even, on what it should be spent!

Join me in this podcast series where I’ll be tackling some of the big challenges that often block the path to delivering effective customer experiences, and helping you to answer some of the big questions that often stand in the way of progress.

Nov 22, 2021

There seems to be something very wrong with the way many businesses, and public services, measure their customers’ experience.  Their customer experience metrics seem to mask potential failure, mystify effective management, absolve accountability, and do nothing to drive actions to improve.

There’s no shortage of...

Oct 27, 2021

Everyone agrees that it’s nice to give customers a good experience, but there’s often a lack of clarity quantifying WHY it’s important, and then justifying WHY it should be improved.

This can be a big enough challenge for business - where there’s an intuitive link between satisfying customers and getting them...

Oct 18, 2021

In this launch episode I want to let you know what this podcast series is all about, and why it’s so important to you and your organisation now. We’re on a mission: to demystify customer experience and put the power of success in your hands, so you can take control and manage your customers’ experiences, before...