WHO WE ARE
A Customer Experience Consultancy, founded in 2012, guiding, mentoring and consulting with organisations and customer experience practitioners in over 35 countries worldwide
WHAT WE DO
Specialists in ‘operationalising the customer experience’, we manage customer experience programmes; developing training solutions and creating employee engagement
WHO WE WORK WITH
The companies we work with range from banking and financial services through to education, healthcare, transportation, manufacturing, supply chain services and many more
Client Testimonials
“A truly talented CX thought leader who is able to turn CX complexity into CX practicality. Always a pleasure working with Ian over the past 3 years and I look forward to our future engagements.”
Customer What?
Customer What? The honest and practical guide to customer experience
Now, more than ever, should be a wonderful time to be a customer. I have observed, and been part of, a tidal wave of focus on customer experience, as businesses have increasingly recognised that doing the right thing by their customers, and actively managing the experience, might make sense.
Ian’s Latest Articles
Why most companies miss the biggest financial benefits of customer feedback – by Guy Letts
Customer experience is important, that much we know. Readers of this blog won’t need persuading of the link between a company’s success and a great customer experience. Happy customers stay longer, buy more, they tell [...]
Outsourcing: where did I go wrong? – by Tim Sunley
Do you remember the word “mankind”? personally I am a supporter of using the gender neutral “humankind” and can see how, regardless of my underlying motivation, using a different word can have a significant impact [...]
The lost suitcase – the sad reality of customer experience evolution
According to Wikipedia, the term, ‘seven year itch’ can be described as follows: The seven-year itch is a psychological term that suggests that happiness in a relationship declines after around year seven of a marriage. [...]