For the past 25 years, I've been analysing customer feedback and behaviour data across a range of industries. What I've learned is that regardless of the industry, customer retention comes down to one core [...]
Consistency. It’s what makes the greats stand out from the crowd. Players can have a great day or even a great tournament. But it’s much harder to sustain performance levels over a season or [...]
Consistency. It’s rarely a word that gets our clients excited. They usually think that creating remarkable customer experiences takes something more dramatic. Delivering a consistent customer experience sounds too simple, common sense even. But [...]
A typical customer journey for mass participation events 80% of US executives said that their brand delivered superior customer experiences. But only 8% of their customers agreed. So why is customer experience so [...]
I recently had the honour of being the guest presenter at the ACTIVE Speaker Series in London. My session focused on how organisers of mass participation events can achieve further growth by becoming more customer-led. During my [...]
