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
The Customer Experience Reality Check! The case of Manchester Airport
Resignation. Sufferance. Tolerance. Three words from the English dictionary. Three words that you would not typically want to associate with the subject of Customer Experience. Yet these three words are the ones that regularly go [...]
Communication — Essential to Creating and Sustaining a Customer-Centric Culture
Over the last few months, I have been exploring in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. Each article has taken me on a personal [...]
Eurostar est Shambolique: It’s not just the airlines who need to get their act together
I have just returned from a wonderful four-day city break to Paris. Family time, glorious weather (in the main) and one of the world's most beautiful cities, made for a quite fabulous combination. I have [...]