Straightforward
I'm direct—your time is valuable, so I get straight to the point.
Championing Better Customer Experiences for SMBs.
Hi, I’m Robert — and I care deeply about the customer. I always have.
I’ve spent almost two decades working in customer experience management, mostly inside large organisations…
> No jargon
> No corporate fluff
> No 80-page slideshows
Just clarity, insight, and steps you can take tomorrow.
How I Work.
Practical
As an SMB, you value being quick, creative, and flexible—no need for endless business cases or corporate red tape.
Supportive
I genuinely want to see you succeed, and I’ve seen firsthand how effective customer experience management can be.
Experienced
With almost two decades experience in transport, housing, facilities and telecoms.
How It Works.
Book a Discovery Call
Book a free, 30-minute call to make sure I'm the right fit for you & your business.
Agree & Pay
Agree the terms, start date & pay the fee.
Let the Audit Commence!
Regardless of the audit type you've chosen, you crack on with your work & I'll be in touch with the audit findings.
Frequently Asked Questions.
What's the difference between CX Audits and mystery shopping?
Mystery shopping involves sending anonymous evaluators to interact with your business, assessing specific service standards and employee behaviors. In contrast, customer experience audits take a broader approach, analyzing the entire customer journey to identify strengths and areas for improvement across all touchpoints. Both methods provide valuable insights, but customer experience audits deliver a more comprehensive view of your customers' overall perceptions and satisfaction.
Can I upgrade my audit type if I decide I need a more detailed audit?
Absolutely, you can upgrade any time you'll just need to pay the difference between your original audit selection and the audit type you wish to upgrade to.
Can you implement any of the findings from the audit?
At this time, I don't offer consultancy services for implementing any of the recommendations that arise from the audit. Should this change I will update this website and existing customers.
How will I get the report?
You will receive a succinct report highlighting findings and, crucially, some recommendations to address them. You will also be given the opportunity to have a discussion about the audit report and the recommendations with me at the end of the audit.
"I'm here to help the UK’s small and medium-sized businesses shine—turning customer experience into a superpower that elevates brands, inspires teams, and fuels meaningful growth."
My Values.
Innovative
I embrace bold thinking and fresh ideas—continuously exploring smarter, simpler ways for SMBs to elevate every customer touchpoint.
Impactful
I focus on what truly moves the needle—delivering practical, powerful guidance that helps businesses grow, teams thrive, and customers feel valued.
Empathetic
I listen deeply and act with understanding—putting people at the heart of every experience and every solution.
Why CX is the Solution to Growth.
Customer experience is the fastest, most affordable way for SMBs to grow. When customers understand what to expect, feel looked after, and trust your business, they buy more, stay longer, and recommend you—without you spending a penny on extra marketing. Great CX turns everyday interactions into repeat revenue, and for small businesses, that’s a competitive advantage big brands simply can’t match.
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