Dogs & Love Hearts – the Barnett Formula

One of the things I do is run workshops on Customer Experience. We do an exercise where I get participants to tell stories about good & bad experiences they’ve had. Over the past few months one name has come up again and again when it comes to good experiences – Barnetts Motor Group. Barnetts are […]

Going the extra mile

Yesterday afternoon I ran a customer experience workshop. In the second segment we broke the Customer Journey down into four phases – before, beginning, during & after, and looked in detail at what happens at each stage. Most businesses focus on the sale and then getting the service delivered, then move on to the next […]

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 […]

Why should you attend a marketing conference?

This summer I’m going to be speaking at TCMA 2016, the UK’s leading content marketing conference. Over two days at the beginning of June, it’s an opportunity to learn from some of the world’s leading thinkers and practitioners in the content marketing space. Many people reading this post will be wondering exactly what content marketing […]

TCMA 2016

   I’m super excited to announce that I’ll be speaking at #tcma2016 on 2nd and 3rd June in Edinburgh this year.   Will you be there? Say hi in the comments section and let me know if you are going to be there.  Visit and @hellocma for more info.