Where Apex Hotels are going wrong

This blog is in danger of turning into the Hotel Inspector! That’s not the plan, it’s just that lately I’ve been spending a lot of time in hotels and, well, there are just so many things that you observe when you’re there! In the last couple of weeks I’ve stayed in both Park Inn (you […]

We need to complain more!

We’re not very good at complaining in the UK. It takes a lot for us Brits to get annoyed and make a fuss.¬†But that’s not helping anyone. Let me tell you why. Quite simply, if we don’t complain¬†when we’re not happy, things will never improve. But we don’t do it. I make my living from […]

Upping the pace

It’s been an incredibly busy few weeks, and officially leaving my role at the University at the end of February has meant an even stronger focus on doing the One Thing that will move this business forward. This week I’m delivering 4 workshops. Crazy! Three of those are on customer experience, it seems that this […]

What’s happening?

It’s been a little while since I posted here, but I’ve been busy creating content elsewhere. Over on the Ashton McGill blog we’ve been writing about customer experience a LOT, and getting some great feedback. It’s led to some new clients and speaking opportunities, which is awesome.  I’ve also been exploring new channels, and along […]

The Importance of Customer Experience to Content Marketers

Content marketing is a big part of our strategy at Ashton McGill and we’re always excited to share our new content, helping to share the benefits of customer experience, answering your questions and generally adding value. A couple of months ago we joined Chris Marr’s Content Marketing Masterclass, a fantastic community where we learn about […]

Uber will change the taxi experience

Yesterday I used Uber (twice) for the first time. It was kind of exciting, having heard so much about the brand that is now worth billions of dollars, yet owns nothing other than a platform. However, what Uber does really well is make getting a taxi easy. I’d go as far as to say it […]