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
Generate Repeat Business by Providing Additional Information: Guest Post by Richard Shapiro
Without repeat business, your company will cease to exist. One of the easiest ways to generate repeat business is to answer your customer’s questions and provide additional information. When a customer asks a question, sales [...]
Is your ego making customers switch off? Guest post by Nigel Owen
Picture a room full of strangers at a party you’ve just arrived at, as you walk in there’s one voice you can hear above the rest, bragging about how they have the biggest house, the [...]
How Getting Recognition and Building Authority Can Advance Your Customer-Centric Culture
When I first conceived the idea for the article I wrote in my exclusive CustomerThink column in October 2016, I did not think I would be able to continue writing about the subject matter, seven [...]