The Opportunity in Complaints

Using Customer Names to Engage

The quickest way to personalise any human interaction is to ask for then use the other person's name. It grabs attention and creates connection.

A CX Reflection

After a week travelling Tasmania on a sales CX coaching tour for a key client, Simon reflects on his key CX coaching takeaway.

The Opportunity in Complaints

Be honest • Honesty is refreshing • Red Bird Radio Service Recovery

CX 101 - Differentiators

In part 2 of CX101, Simon delves into the concept of differentiators to help you win the customer experience game.

CX 101 - Fundamentals

In this episode Simon explains the first part of Customer Experience theory. The fundamentals that get you in the game.