20 01, 2020

Is your sales process causing customer churn?

By |2020-01-21T07:15:00+00:00January 20th, 2020|Customer Journey, Customer Retention|0 Comments

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 [...]

24 01, 2019

Continuous feedback is the foundation of consistent customer experiences

By |2019-01-23T23:44:33+00:00January 24th, 2019|Continuous feedback, Customer Experience, Customer Journey|0 Comments

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 [...]

16 02, 2017

Mass Participation Events – unleash customer-led growth

By |2017-12-12T14:34:42+00:00February 16th, 2017|Customer Centricity, Customer Journey|0 Comments

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 [...]

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